Job Description
Docent Health is working to help leading health care organizations transition to consumer-centric business models. We believe that all patients should be treated like high-value customers and business that make the transition thoughtfully will be tomorrow’s market leaders.
We leverage cutting edge-technology, best practices in other consumer-centric industries and deep expertise in healthcare to help all customers get the right support and resources at the right time with personalization and convenience. Docent Health offers a suite of technology and human services to deliver personalization at scale; tightening the relationship and engagement of services between our clients and their customers.
POSITION DESCRIPTION
To execute Docent Health’s mission to improve patient experiences, improve health equity, and enhance care, our Virtual Docent Liaison will work in partnership with clinical teams and community organizations to provide seamless care coordination across a patient’s healthcare journey. We are looking for a positive, dynamic, and empathetic person to join our team and help us support patients via text and over the phone.
This is a work from home position in the Mountain or Pacific Standard Time Zone.
PRIMARY RESPONSIBILITIES:
- Consistently execute high-quality service to patients via phone call, text message, and email communication
- Present a warm, open presence for patients during every interaction
- Serve as a guide for all questions – quickly answering non-clinical inquiries and directing patients to the right resources within the hospital and in the community
- Act as an ambassador for patients and collaborate with their clinical team on questions and issues
- Document patient questions, and issues in Docent’s technology platform while respecting privacy laws for patient protection (HIPAA)
- Maintain positive working relationships with patients, their families, care teams, and fellow Docent team members
- Collaborate with the Partnership Success client manager & the Docent Team Lead to build our knowledge-base & service offering while supporting patients
EDUCATION AND EXPERIENCE REQUIRED:
- Excellent time-management, problem-solving, and multi-tasking skills
- Demonstrated success within a fast-moving, people-centric environment
- Excellent communication skills, with a strong emphasis on listening and empathy
- Proficiency with web-based applications; general comfort in learning new tools and technology
- Previous experience in areas such as care coordination, nursing, support/hospitality, and/or customer service is highly preferred
- Demonstrated commitment to community activism and interest in reducing disparities in healthcare
- Multi-lingual preferred; Spanish speaking preferred
- High School Diploma required; Bachelor’s degree preferred
BENEFITS:
- Compensation for the role will include market-competitive cash compensation, performance incentives, and a material equity opportunity.
- Consistent with our belief that our employees are our most valuable resource, Docent Health offers a competitive benefits package.
