Offer summary

Qualifications:

High School Diploma required., Experience in customer service or call centers preferred., Excellent communication and computer skills., Ability to handle stressful situations with empathy and professionalism..

Key responsibilities:

Assist patients with health-related concerns and direct them to clinicians.

Follow protocols for call documentation and patient follow-up.

Schedule appointments and troubleshoot technical issues.

Job description

Client Registration Assistant (Healthcare Navigator)

Work from Home - Anywhere in Newfoundland and Labrador

Full time and Part time Opportunities

This role would work off of a shift work schedule that could include mornings, days, evenings, overnights, weekends and holidays

Fonemed is a dynamic and innovative Virtual Healthcare company committed to delivering exceptional services to our clients. We are currently seeking motivated and detail-oriented Virtual Client Registration Assistants to join our team. This is a fantastic opportunity for individuals who thrive in a remote work environment and possess excellent organizational and communication skills.

This position will service FONEMED’s U.S. and Canadian operations including Newfoundland and Labrador's 811 HealthLine and Mental Health Crisis Line. Calls received can vary greatly in subject matter and complexity. Our Client Registration Assistants must be attentive and engaged listeners who are comfortable registering patients with concerns related to all health care matters and who have a strong customer service mindset and desire to help others.

Position Overview

Through virtual care, we meet and provide care for individuals where they are. Fonemed provides 24/7 nurse advice and telehealth services to callers throughout Canada and the U.S. who need assistance in assessing their health symptoms, as well as advice regarding appropriate follow up care. Our Client Registration Assistant’s are the first point of contact for patients of our clients who are calling in with health-related concerns. Obtaining key demographics from patients, opening patient’s charts in our system, and registering the patients to be seen virtually. This position plays a large role in ensuring patients of our clients receive appropriate care in a timely manner, as well as creating an overall positive patient experience for our callers.

Role Requirements

Must be comfortable as the first point of contact for all medicals calls, including mental health and crisis intervention calls
Follow the established protocols and procedures when speaking with patients and documenting calls appropriately
Obtain key demographic and health related information and register this information accurately into our software programs for follow up by our clinicians
Direct callers to our Registered Nurses, Nurse Practitioners, and/or other Clinicians in an appropriate manner
Take notice of injury reports from patients using our process, procedures, and software
Book and confirm patient appointments with Nurse Practitioners and physician practices
Perform minor technical trouble shooting of the patient portals (Example: password resets or patient registration assistance)
Monitor biometric alerts from patients within our software system and call patients to determine if they need follow-up from one our clinicians
Conduct follow up customer service feedback surveys.

Scheduling and Availability Requirements

Full time in a 0.8 FTE (32 hours per week) would include a schedule that can include mornings, days, evenings, overnights, weekends and holidays and a weekend rotation of 2 weekends on/1 weekend off. Fully open availability is required at this time as we will not be able to work around other schedules.

Part time in a 0.5 FTE (20 hours per week) would include a schedule that can include mornings, days, evenings, overnights, weekends and holidays.

Education and Qualifications

Minimum education level of a High School Diploma
Office administration or medical office administration certificate or diploma is considered an asset
Previous experience in customer service and/or a call center environment preferred
Excellent communication skills
Previous experience working professionally with computers and software programs
Professional, respectful, and friendly approach
Empathetic, patient, and compassionate
Calm demeanor and ability to stay calm in stressful situations
Ability to talk to patients in a wide variety of medical situations including those experiencing a mental health crisis
Ability to work in a very fast paced and busy environment
Ability to handle upset patients at times and de-escalate upset patients
Must be able to provide a clear criminal background check

What We Offer

$17.50/hour starting rate of pay with annual increases
Additional $2.00/hour for night shifts, $1.00/hour for weekend shifts and $3.00/hour for weekend night shifts if applicable
Work from home
Paid training
Performance incentives
Supportive team environment
No cold calling or sales required (calls are 95% inbound. Some outbound customer service surveys and patient follow up)
Opportunities to advance into a shift lead position, team lead position, or other positions within a growing company

SYSTEM REQUIREMENTS
You will be responsible to supply your own computer equipment including:

A private home office space – somewhere with a door away from all other household members that will give you complete privacy while working
Computer (Desktop or Laptop) – Please note that PC is the preferred operating system, Chromebooks are not acceptable at this time
Second Monitor
Keyboard and Mouse
USB Headset – Please note that Wireless/Bluetooth headsets are not acceptable
High-speed Internet
Webcam (Not used for patient interactions but for Team meetings and such)

Why Work with Us

With over 20 years in the telehealth industry servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We are a growing company who values our greatest resource - our people! We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package. If you are looking for an opportunity to work from home for company that values you, apply today!

FONEMED is an equal opportunity employer and is committed to diversity and inclusion in our workplace. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted.

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