(with Call Handling, US account) SHIFT: 12:00 PM – 9:00 PM (ONSITE)
Job Description:
- Monitor remote patients and their data through various systems and methods and use existing policies and procedures to address issues as they arise.
- Ensure timely and accurate documentation of all relevant data across different systems.
- Use protocols and system data to refer mothers to the correct resource or care partner.
- Interact with the patients over the app, so that documentation is logged; able to detail any activities that patients do that aren’t captured by the messages they send.
- Assist other departments like Customer Service in helping resolve patient inquiries.
- Be able to identify clinical issues to be escalated by clinical supervisors in the US.
- Deliver exceptional customer service and patient advocacy, with professionalism, confidentiality, and a focus on the experience and care of clients, partners, and stakeholders.
- Able to handle more emergent situations like high blood pressure or vaginal bleeding.
- Must be able to send a once-a-month depression survey.
- Check in on patients every week to make sure that they are taking their medications or how often are checking their vital signs.
- Actively engage in professional development to continuously improve existing skill sets; assist in updating and or translating company documents like training, policy, reporting, and procedure
- Able to meet metrics/key performance indicators (KPIs) set by the client.
Qualifications:
- Should be with clinical background like Ahlia and Jamila (non-negotiable, as the client emphasized this)
- 2-3 years in customer or patient-facing role in customer service or account management
- Excellent verbal and written communication skills (should have call recording before scheduling for screening), to be able to communicate clearly and effectively over the phone, in video conferencing, and in writing
- Basic typing skills and computer literacy
- Ability to work independently in a remote environment
- Exceptional attention to detail
- Understanding of basic medical terminology and experience in a healthcare setting
- High level of flexibility in work schedule