Patient Experience Specialist - Bilingual: Spanish/English

Duo Health; Chicago (IL); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative medical group is seeking a Patient Experience Specialist who is passionate about fostering relationships with patients. This remote role, ideal for bilingual candidates, involves engaging with patients, educating them about healthcare processes, and ensuring their satisfaction. The position offers a chance to work within a mission-driven team focused on improving health equity. If you thrive in a dynamic environment and enjoy making a difference in patients' lives, this opportunity is perfect for you.

Benefits

Competitive medical, dental, and vision plans

Paid maternity and paternity leave

401k plan with company matching

4 weeks of PTO and paid holidays

Qualifications

• Two years of experience in patient relations or customer service.
• Must be bilingual in English and Spanish.

Responsibilities

• Engage with patients daily, providing a welcoming experience.
• Educate patients about Duo Health's care model.

Skills

Bilingual (Spanish/English)

Patient Relations

Customer Service

Communication Skills

Problem-Solving

Education

Associates Degree

Tools

Microsoft Office

Electronic Health Record (EHR)

Customer Relationship Management (CRM)

Job description

Position:Patient Experience Specialist - Bilingual: Spanish/English

Location: Miami, FL

Job Id:266

# of Openings:1

About Duo Health

Duo Health is a new type of medical group designed around the needs of patients with chronic kidney disease and their physicians. Our unique Health Mobilization platform partners multidisciplinary care teams with community nephrologists and activates all the other clinicians, facilities, and community organizations necessary to treat the whole patient on their own terms. Our team is comprised of leaders in value-based health care, technology and behavioral science who share a vision for advancing health equity one relationship at a time.

Job Description

This role will join our fast-growing Experience team responsible for bringing to life the trust and relationships core to Duo Health’smission. ThePatient Experience SpecialistIroleis responsible forinitiatingthe relationship between patients and Duo Health andmaintaininganexceptional patientexperience.

The Patient Experience Specialist workscross-functionally as part ofthe centralized engagement operations teamandwithdedicatedin-market care teamsand patient populations. This role reports into theExperiencefunction of Duo Health’sMedical Group Operations, working closely witheach market’s leadership.

This role holds primary responsibility forinitialpatient outreach on all attributed membership, appointment scheduling, tasking and follow-ups, digital engagement execution, patient experience tracking, andadditionalengagement activities. This role is also expected to work closely with specific Duo Health care teams,comprisedof advanced practice providers, social workers, and care navigators to get patients engaged in Duo’s clinical model andmaintainengagement and satisfaction.

The ideal candidates for this role are those who enjoy meeting new people, canestablishrapport, are comfortable addressing questions, andfamiliar working within EMR and/or CRM systems with dashboards and protocols.

This is a remote role, but candidates must be located in the Miami area.

Duties and Responsibilities

• Ability to independently foster relationships with patients and their caregivers; engage with patientsdaily, providing a warm and welcoming onboarding and ongoing experience for them and their families.
• Ability to educate patients about Duo Health and its partners; provide clear,accurateand helpful informationregardingDuo Health’s model of care and relationships with other providers.
• Communicate with both patience and passion for explaining complex topics to seniors,chronically ill, and their caregivers.
• Listen actively to patients' concerns and objections, ensuring that they are resolved ina timelyand satisfactory manner.
• Maintain proper documentation of patient interactions, dispositions,and satisfaction outcomes.

Requirements

• Associates’degree or equivalent combination of education and experience
• Two years of experience inpatient relations/advocacy,customer service or related field
• Must be bilingual in both English and Spanish
• May substitute required experience with equivalent years of education beyond theminimum education requirement
• Proficient in Microsoft Office (including Outlook, Word, Excel, and PowerPoint), databases, and internet
• Familiarity with computer systems and software applications including Electronic Health Record (EHR), and Customer Relationship Management (CRM) software(s)
• Excellent interpersonal and communication skills, with the ability to empathize and provide emotional support
• Preferred: knowledge of medical terminology and healthcare processes
• Strong problem-solving and decision-making abilities
• Attention to detail and accuracy in documenting patient interactions

Working for Duo

• Competitive medical, dental and vision plans
• Paid maternity and paternity leave
• 401k plan with company matching
• 4 weeks of PTO and paid holidays
• A mission-driven approach to each and everything that we do, with an overall goal to improve health equity and health outcomes.