Senior Patient Care Specialist - Philippines

Job Title: Sr. Patient Care Specialist Clinical Care

Department: Clinical Care Support

Who we are:

MEDvidi is an online mental healthcare provider. Our team includes qualified and licensed mental health professionals specializing in treating emotional and mental ailments. We provide online ADHD treatment and the best anxiety depression stress OCD and insomnia treatment. Going to the specialist s facility for treatment can be difficult and timeconsuming for both patients and their loved ones. MEDvidi offers a convenient efficient and costeffective way to receive treatment in the comfort of your own home.

Today our team comprises of talented employees located worldwide providing support to a wide range of customers. While most of our employees are remote many have the opportunity to work onsite at any of our global office locations. Visit our careers website to learn more about opportunities at MEDvidi.

About the Role Duties Requirements & Features:

Receive Incoming Calls:

• Handle incoming calls from patients regarding any issues related to appointment pharmacy prescriptions and/or refund issues. All refundrelated queries will be directed to refund department.
• Address inquiries related to followup appointments medication and general healthcare concerns (3 Level Directed Templates).
• Provide accurate information and assistance to ensure a positive experience for callers.

Provider Assistance:

• Be present and attentive during the designated provider s working hours to ensure seamless patient and provider experience.
• Ensure timely and accurate completion of tasks from patient or provider.
• Ensure that all tasks of their assigned provider(s) are taken care of on a priority basis.
• Provide required assistance to the provider to successfully complete the visit be ontime for the appointment sending prescriptions and communicate any delays between the provider and patient for transparent communication.
• Update Leads / Managers / Chief Medical Officer in case of clinical issues and unique queries.

Email and Chat Support:

• Respond to emails and chat messages promptly addressing patient and provider concerns.
• Maintain clear and concise written communication while adhering to company guidelines.
• Collaborate with crossfunctional teams to resolve issues and escalate when necessary.

Pharmacy Change Assistance:

• Assist patients and providers in navigating pharmacy changes including updating prescription information and coordinating with pharmacies.
• Ensure seamless transitions and timely communication to all parties involved.
• Ensure all daily tasks are taken care of on a priority basis.
• Anything related to a patients pharmacy prescription and sideeffects need to be documented into their medical records via CRM and communicated to the provider immediately.

Appointment Scheduling:

• Ensure all new and returning patients of the assigned provider are scheduled as soon as possible.
• Conduct thorough screening of patient s documents identity and past medication history as per the company and assigned provider s preferences and protocols.
• Ensure all documentation is complete prior to the appointment.
• Reschedule appointments as and when needed.
• Communicate with the patient before during or after the appointment as directed by the provider.
• Ensure that the visit charts are updated by the provider after successful completion of each appointment.
• Encourage provider to schedule the next follow up appointment during the visit.

Issue Resolution:

• Identify and analyze problems reported by patients or providers work towards effective resolutions and ensure all cases are taken care of on a priority basis.
• Collaborate with internal teams and external teams to address and resolve issues ensuring a high level of PT & Provider satisfaction.
• Keep a record of any complaints regarding your assigned provider and submit to QA Medops on an urgent basis to ensure compliance and resolution.

Documentation and Reporting:

• Maintain accurate and detailed records of all PT & Pharmacy interactions ensuring documentation is uptodate and all notes to be added in the CRM properly.
• The Leads of each shifts need to generate reports on common issues and trends to contribute to continuous improvement efforts.
• Keep a weekly and monthly record of patients who do not show up to the appointment with your assigned provider. Share the list with QA Medops for review and further processing.

Requirements :

Needed experience:

• 56 years working experience Telehealth Provider Care Department.

Technical Skills Required:

• Worked on HubSpot.
• Sales Force.
• HealthCare Software.
• Fluent in English.

Quantity & Duties:

• Team Player.
• Handling Providers Concerns.
• Relationship Building.
• Active Listening.
• Customer Service.
• Time Management.
• Problem Solving.
• Decision Making.

Creating a diverse and inclusive workplace is one of MEDvidis core values. We are an equal opportunity employer and welcome people of different backgrounds experiences abilities and perspectives.

If you have a relevant skill set and want to start your career with the fastgrowing development team in town this is for you.

Email:

Location: Remote.

Remote Work :

Yes

Employment Type :

Fulltime