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Client Registration Assistant

FONEMED

Role overview

Qualifications

  • Minimum education level of a High School Diploma
  • Office administration or medical office administration certificate or diploma is considered an asset
  • Excellent communication skills
  • Previous experience in customer service and/or a call center environment preferred

Responsibilities

  • Obtain key demographic and health-related information and register this information accurately
  • Direct callers to Registered Nurses, Nurse Practitioners, and/or other Clinicians
  • Book and confirm patient appointments with Nurse Practitioners and physician practices
  • Monitor biometric alerts from patients and determine if they need follow-up

Key facts

Hard skills

Patient Registration Demographic Analysis Medical Practice Experience Call Center Experience Crisis Intervention

Other skills

  • Customer Service
  • Detail Oriented
  • Communication
  • Computer Literacy
  • Troubleshooting (Problem Solving)
  • Empathy
  • Teamwork
  • Composure
  • Problem Solving

About the company

FONEMED logo

FONEMED

Telehealth & Telemedicine

Fonemed was founded in 1996 by a group of physicians, philanthropists and businesspeople who recognized the need for improved healthcare worldwide and saw telephone-based triage as the premier method to provide that care. We are a privately held, Limited Liability Company registered in the USA and Canada, with corporate headquarters in St. John’s, Newfoundland and Labrador, and in Ventura, California. Currently we employ approximately 300 individuals. Fonemed provides healthcare-based services and software solutions to increase our clients’ patients access to quality healthcare while also providing additional cost control to our clients. Our specialty service has been 24/7 virtual nurse triage. We recently expanded services to include access to nurse practitioners providing additional primary care advice and treatment. Our nurses are located throughout the United States and Canada, and we are exploring growth opportunities in Europe and Asia. The Fonemed Health Management Platform is a Cloud-based application that provides access and security and comes fully integrated with the Schmitt-Thompson Clinical Content Triage Guidelines. The Platform allows our clients to deliver comprehensive, technology-powered, people-driven customized solutions to meet specific requirements. Through our software, clients have the ability to manage such activities as client registration, online health assessment, nurse triage and nurse practitioner assessment and referrals. At Fonemed, we empower our clients to strategically expand patient engagement, diversify revenue streams or reduce operating costs through proven technology that has been developed through the foundation of over 26 years of industry experience and more than 10 years of using and enhancing the Platform ourselves. We are URAC accredited, SOC2 certified, and HIPAA compliant with over 2,500 client groups, representing well over 25 million individuals.

Company details

Company typeSME
IndustryTelehealth & Telemedicine
Company size201 - 500

Links

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Job description

Client Registration Assistant (Healthcare Navigator)

Work from Home

Full time Opportunities

This role would work off of a shift work schedule that could include mornings, days, evenings, overnights, weekends, split shifts 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. 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 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 0.8-1.0 FTE (32-40 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. 

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 and drug screening

What We Offer
  • $18.20/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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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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