Patient Concierge Representative

virtual-front-office; Medellín; Presencial; COP 33.480.000 - 43.524.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance bonus

Transportation allowance

Descripción de la vacante

Third Way Health is hiring a full-time Patient Concierge Representative in Medellin to assist US patients with scheduling appointments, answering questions, and handling non-clinical concerns. You will navigate intake, guide users through the patient app, and escalate issues when needed.

Ideal candidates are fluent in English and Spanish, possess strong communication and active listening skills, and thrive in a fast-paced healthcare support role, with a focus on improving the patient experience.

Formación

• University degree required.
• Fluent in English and Spanish (C1+ preferred).
• Excellent communication and active listening skills.
• Ability to work in a fast-paced environment and adapt to change.

Responsabilidades

• Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients' queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and or troubleshooting the member/patient app
• Help patients to find the right care and specialists within the practice network
• Review patient accounts, providing updates and information about billing and other account items
• Collaborate with other concierge services professionals to improve patient experience
• Help to train new employees and inform them about the company’s customer management policies

Conocimientos

English fluency

Spanish fluency

Active listening

Empathy

Time management

Adaptability

Communication

Phone skills

Educación

University degree

Herramientas

Salesforce Health Cloud

Phone systems

Descripción del empleo

Who we are:

Third Way Health (www.thirdway.health) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

We're looking for a full-time Patient Concierge Representative for our Patient Concierge Team in the Medellin area. As part of our Patient Concierge Team you will have the chance to help us improve the healthcare experience in the US for thousands of patients. Ideal candidates are passionate about helping patients with scheduling appointments, answering questions, and addressing any non-clinical concerns.

Salary:

$3.000.000 COP + Performance bonus up to $650.000 COP + Trasnportation bonus $250.000 COP

Type of contract:

Indefinite

Responsibilities:

• Take patient calls and help patients to e.g., schedule appointments, navigate intake, etc.
• Provide accurate, satisfactory answers to patients' queries and concerns
• De-escalate situations involving dissatisfied patients, offering patient assistance and support
• Contact patients to inform them about available test results or remind them about upcoming events in their care plan (e.g., annual wellness visit)
• Guide patients through navigating the practice website and or troubleshooting the member/patient app
• Help patients to find the right care and specialists within the practice network
• Review patient accounts, providing updates and information about billing and other account items
• Collaborate with other concierge services professionals to improve patient experience
• Help to train new employees and inform them about the company’s customer management policies

Required skills and qualifications:

• University degree
• Strong communication, both written and verbal (candidates must be fluent in English and Spanish, C1 or above preferred)
• Great active listening skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Excellent troubleshooting skills
• Computer literacy (experience with Salesforce Health Cloud is a plus)
• Phone skills, including familiarity with complex or multi-line phone systems
• Expertise in healthcare is a plus