Patient Experience Partner

Who is Gather Health?

Gather Health is a collective of outreach partners, care partners, clinicians and, most importantly, patient partners who work together to reshape lives and communities. We bring hands-on social and medical care to our patients and work around their needs, both within our care facilities and in their homes. We work alongside local leaders to build communities and provide tailored care experiences that serve the seniors that live within them. When we Gather, we show love, compassion, community, and care.

What is a “Patient Experience Partner”?

The Patient Experience Partner (PEP) is a fully remote role that was newly created to partner with our existing field-based sales teams. This position was designed to support the volume of interest generated by our marketing campaigns as well as community events. In addition to handling incoming phone calls from leads, the PEP will also make outbound calls to prospective patients who have participated in community events of Gather Health and provide additional information about our model and services. In addition, this individual will be responsible for troubleshooting any existing patient needs by connecting them to the appropriate clinical resources. Ultimately, this role will contribute to our continuing growth and allow us to offer our unique services to more patients, and improve their lives in meaningful ways.

What are some of the day-to-day duties?

• Answer incoming calls from prospects and address their inquiries, concerns, and requests.
• Make outbound calls to prospects to follow up on inquiries or provide additional information.
• Provide accurate and timely information regarding Gather Health’s services.
• Resolve customer-service issues efficiently and maintain customer satisfaction.
• Document and update prospecting activities accurately in the CRM system (Salesforce)
• Create new patient profiles in the EMR with accuracy
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with prospects to ensure their issues are resolved and they are satisfied with the services provided.
• Meet performance metrics, including call handling time, customer satisfaction scores, and first-call resolution.
• Participate in ongoing training and development programs to ensure expert knowledge of existing services.
• Adhere to all company policies, procedures, and regulatory requirements.
• Contribute to growth of clinics in assigned territories via acquisition of additional patients.

So, is this considered a “sales” role?

This is a pay-for-performance role - meaning, you are compensated based on the number of patients you “acquire”. So yes - when you are educating the prospective patients about the Gather Health model and services, you are essentially “selling” our concept. But here’s how this role differs from most traditional sales jobs that entail convincing/persuading a business or consumer to purchase a product or service in exchange for a fee. In the PEP role here at Gather Health, you would be introducing a unique concept and services that are designed to not only produce significantly better clinical outcomes for these vulnerable patients but can also help reduce their total medical costs in the long run. We do this by focusing on quality instead of quantity, while also keeping in mind the non-clinical factors that negatively impact these seniors’ overall health such as depression, isolation, loneliness, and general lack of resources and support within their communities. This is not a “sales” role that involves pitching products or services that the customer doesn’t need or can’t afford. You would be providing them with the opportunity to improve the quality of their lives in a meaningful way. When one truly believes in what they’re “selling” and is passionate about the mission and vision, it results in a fulfilling and satisfying employment experience for them.

How is the pay structured?

The position offers a competitive base salary, plus commissions based on performance.

What are the requirements for this position?

• Minimum of one year’s experience in a role with similar or relevant job duties – inside sales, account executive, etc.
• Experience with basic office tools such as Word, Excel, Outlook, SharePoint, etc.
• Access to a quiet and professional, remote workspace that is free from excess noise and distraction and is conducive to performing work involving a high volume of phone calls throughout the day
• Ability to work Monday through Friday between the hours of 8am to 5pm EST without conflicting obligations
• Eligibility to work for any employer in the United States

What are the preferred skills or experience?

• High school diploma or G.E.D
• Experience using a CRM (Customer Relationship Management) system
• Sales or call management background
• Knowledge of the healthcare industry

What are the traits and characteristics of the ideal candidate most likely to succeed?

• Focused – does not get easily distracted while working in a remote environment
• Disciplined – has the ability to self-manage
• Persistent – does not give up easily when things get tough
• Resilient – displays toughness and not easily discouraged
• Competitive – likes to win and takes on challenges with confidence
• Motivated – things like metrics, quotas, pay-for-performance, do not scare them
• Friendly – people enjoy their company
• Relatable – naturally makes human connections with their warmth, humor, and demeanor
• Positive – sees glass as is half full vs. half empty
• Organized – manages time effectively and operates with efficiency
• Reliable – takes responsibilities seriously and always shows up on time

What are the hours for this position?

Monday – Friday during standard business hours; generally, 8:00am to 5:00pm EST.

Who is Gather Health?

Gather Health delivers Social Primary Care to older adults. Through our unique and differentiated care model and proprietary technology, Gather Health’s solution drives substantial care outcomes by addressing the whole person needs of our target demographic: older, dual eligible adults, the fastest growing government segment. To address the needs of these clinically and socially complex patients, Gather Health’s Social Primary Care solution is comprehensive and wholistic in nature, encompassing care and community within the four walls of Gather Health Centers and in the homes of its patients.

Gather’s model achieves superior care by individualizing care and is reinforced by a three-prong approach: a unique care model quarterbacked by PCPs and supported by multi-disciplinary care teams, tailored Social Care Plans that are led by Gather Guides and facilitated by deeply rooted community partners, and a proprietary “Tech Enabled Home Model.”

Founded in 2022 and born out of the Healthcare Foundry Portfolio, Gather Health is addressing a $1 trillion market in primary care for older adults. Today, Gather Health operates in Massachusetts and is working with a multitude of payer partners on aligning value-based care economics to deliver integrated care. Gather’s leadership team has a track record of building and scaling innovative primary care platforms focused on vulnerable populations, including VillageMD and Commonwealth Care Alliance. Gather has raised $30M backed by Maverick Ventures, Khosla, and HC9 Ventures.

We are committed to supporting every aspect of your life by offering a total rewards package designed to support your health, financial security, and work-life balance:

• Health: Comprehensive medical, dental, and vision with day-one eligibility
• Protection: Company-paid Life, Short-Term, and Long-Term Disability insurance
• Retirement: 401(k) with company match and immediate vesting
• Time Off: Generous PTO that increases with tenure and 11 paid company holidays
• Wellness: Employee Assistance Program (EAP) and supplemental benefit options

Gather Health is an Equal Opportunity Employer. All employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.