Care Advisor

Form Health is a virtual obesity medicine clinic delivering multi-disciplinary evidence-based obesity treatment through telemedicine. Obesity impacts more than 40% of the US adult population, and although historically only about 1% of patients received medical treatment for their disease, the field of Obesity Medicine is entering a period of rapid growth. Form Health provides high-quality expert care and leverages technology to enhance the patient experience. All Form Health patients work closely with their care team, which includes board certified physicians, advanced practice professionals and Registered Dietitians. Through our proprietary mobile app patients engage in regular video visits, as well as text messaging, photo journaling, digital data transmission, and customized educational materials. We hold ourselves to the highest standards of clinical care, and to treating every individual with empathy and respect. 

Founded in 2019, Form Health is a venture-backed innovative startup with an experienced clinical and leadership team. Our mission is to empower patients and be leaders in Obesity Medicine driving impact at a national scale. We are deeply invested in our core value to put patients first, and also deeply committed to creating a culture where every employee is valued and we learn and improve together. 

About the Role:

We are seeking a Care Advisor who is passionate about delivering an exceptional patient experience and thrives in a dynamic, non-traditional telemedicine environment. In this crucial role, you will be the welcoming voice of Form Health for our new patients, guiding them seamlessly through the initial stages of their journey. You'll work directly with patients over the phone to help them complete all necessary onboarding steps, excelling at managing a high volume of calls and tasks independently and ensuring they are set up for success on their weight loss journey with Form Health. This is a full-time, remote opportunity where your ability to be metrics-driven will directly contribute to our efficiency and growth.

What You Will Do:

• Inbound Customer Service and Enrollment Support: Act as the primary point of contact for new patients calling and emailing in, providing clear guidance and support as they complete all required information for clinicians to deliver safe and effective care. This includes handling incoming inquiries phone and email, often explaining the program and the requirements.
• High-Volume Registration & Setup: Efficiently register and onboard a high volume of new patients, which involves collecting essential information such as insurance details and ID cards, coordinating the secure retrieval of medical records, sending personalized welcome communications, and meticulously setting up patient charts in our electronic medical record system, ensuring all necessary paperwork is completed prior to scheduling their first visit.
• Insurance Verification: Precisely verify patient insurance information to confirm active coverage and eligibility for Form Health programs.
• Engagement & Follow-Up: Proactively perform outreach to encourage new patients to complete any outstanding onboarding steps, maintaining engagement and ensuring a smooth transition into care.
• Operational Improvement: Offer valuable feedback and communicate patient experiences to internal teams (e.g., Product, Engineering, Marketing) to help improve our operational tools and drive overall efficiency. Your insights based on operational metrics will be highly valued.
• Training & Projects: Assist with the training and orienting of new staff members as needed, and contribute to special projects that enhance patient care and operational effectiveness.

About You:

• At least two years of inbound phone experience in a fast-paced healthcare setting, patient enrollment, or customer service role, demonstrating knowledge of medical practice operations and professionalism standards.
• A strong customer service drive and a genuine passion for helping patients achieve their health goals, with a focus on efficient workflows and a proven ability to manage a high volume of tasks independently.
• Excellent verbal and written communication skills, with the ability to effectively convey information clearly and empathetically to diverse patient populations and collaborate seamlessly with team members.
• The ability to calmly work through challenging calls with patients.
• Proficient computer skills, with proven ability to quickly adapt to evolving technologies and proficiency in various platforms (e.g., Slack, Google Workspace, electronic health record systems like Elation, or custom-built IT systems).
• An empathetic and patient approach when working with individuals from diverse backgrounds and varying levels of tech comfort.
• A proactive mindset, demonstrating adaptability and creative problem-solving abilities when faced with challenges.

Schedule: Monday-Friday 9:00am-5:00pm PST.

More about Form Health’s benefits:

• Competitive salary and equity in a high growth start-up
• Comprehensive health benefits (medical, dental, vision) 
• 401k program
• Flexible work schedules and paid time off
• Paid parental leave

Form Health’s commitment to building a diverse, equitable, and inclusive work environment:

Form Health is committed to creating a culture and environment that celebrates diversity and inclusion, while fostering safety and belonging. This extends from our remote patient care to our corporate offices and everywhere in between. We are looking for team members who want to help us further our Diversity, Equity, and Inclusion (DEI) efforts and who share our attitudes for creating an inclusive, safe, and positive work environment.