Job Details

Title: Bilingual Patient Engagement Coordinator

Location: Remote

Employment Type: Full-Time

Hourly Pay Range: $16 - $20.34 per hour

Schedule: 10-hour shifts, A or B Shift Rotation

Availability: Must be available to work either A Shift (Sun, Mon, Tues, Wed) or B Shift (Wed, Thurs, Fri, Sat)

Full-Time Benefits: Medical, Dental, and Vision (with company contribution), Paid Time Off, 401k

About DocGo:

DocGo is leading the proactive healthcare revolution with an innovative care delivery platform that includes mobile health services, population health, remote patient monitoring, and ambulance services. DocGo disrupts the traditional four-wall healthcare system by providing high quality, highly affordable care to patients where and when they need it. DocGo's proprietary, AI-powered technology, logistics network, and dedicated field staff of over 5,000 certified health professionals elevate the quality of patient care and drive efficiencies for municipalities, hospital networks, and health insurance providers. With Mobile Health, DocGo empowers the full promise and potential of telehealth by facilitating healthcare treatment, in tandem with a remote physician, in the comfort of a patient's home or workplace. Together with DocGo's integrated Ambulnz medical transport services, DocGo is bridging the gap between physical and virtual care.

Responsibilities:

• Perform omnichannel outreach including but not limited to voice, email, SMS, and social patient engagement to market and schedule patients for healthcare appointments
• Properly escalate emergency patient communication as needed based on predetermined workflows
• Handle inbound partner priority escalations
• Answer inbound calls to assist patients with pre- and post-visit support needs
• Document interactions effectively in a CRM or EMR
• Participate in department meetings
• Verify insurance and properly schedule visits
• Effectively communicate with patients through various platforms
• Provide on-demand support for patients, providers, and in-field Mobile Health Clinicians
• Coordinate with the field teams and clinical teams providing care
• Coordinate support with patient medical records, letters, forms, and patient follow-up
• Ensure professional communication with patients, coworkers, managers, and field staff
• Maintain positive QA and KPI reviews - minimum 85%
• Maintain a compliant minimum ready time of 80% each week
• Maintain a 15% booking rate each week, or minimum of 15 bookings per shift, whichever is greater
• Stay current with the changing needs of the department
• Additional assignments, and cross functional tasks, will be required as necessary

Required Qualifications:

• High school diploma or general education degree (GED)
• Experience working in a call center or phone-based sales/support team
• Basic knowledge of using standard applications (Outlook, Excel, Word, etc.)
• Bilingual English and Spanish
• Outstanding organizational and multitasking abilities
• Active listener with excellent communication skills
• Sound judgment and critical thinking
• Comfortable working in a fast-paced environment and able to pivot work focus as priorities shift, based on the needs of the business

Preferred Qualifications:

• Experience in healthcare, sales, patient scheduling, medical billing, or customer service
• Prior experience using CRM platforms, AthenaHealth EMR, CX phone systems

Additional Details Regarding Remote Workforce:

• The remote worker must have access to:
• Stable high-speed internet
• A quiet, professional, in-home area to complete work
• To allow for remote QA, training, and assistance, the remote worker will be required to use a company-provided computer that is pre-set to allow for screen, keystroke, and audio (while on calls) recording
• Any additional required technology resources will be provided by the company
• Managers may request cameras turned on during team meetings

EEO/AAP Statement: DocGo is an equal opportunity employer. We acknowledge and honor the fundamental value and dignity of all individuals. We pledge ourselves to crafting and maintaining an environment that respects diverse traditions, heritages, and experiences. DocGo is an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the applicant a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of the position.