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DocGo

Customer Success Coordinator 5

Remote Full time

Title: Customer Success Coordinator 5
Location: Remote
Employment Type: Full-Time 
Hourly Pay Range: $17 - $22 per hour
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:

  • Coordinate the Work and Activities of Patient Support Staff
  • Register and schedule patients in Athena
  • Prebilling – Verify and upload supporting documents to the patient chart
  • Schedule appointments using the DARA requester
  • Lead daily activities of the Patient Support team.
  • Provide on-demand support for large interactions with patient facing entities
  • Coordinate with the field team and clinical team providing care
  • Coordinate support with patient medical records, letters, forms, and patient follow-up
  • Monitor and review the work of assigned Patient Support staff as it pertains to all DocGo On-Demand Programs
  • Provide training for staff in work procedures, workflows, and implement training changes based on updates.
  • Ensure CRM processes are performed by Patient Support staff, such as moving the patients into the correct stage.
  • Work with management to develop and implement goals, objectives, assignments, policies, procedures, and work standards for the division
  • Facilitate staff training in technology and work processes (for your team)
  • Track, respond to and follow-up on all leads (patient interest), patient referrals, and partner referrals.
  • Provide excellent customer service to patients looking to schedule medical appointments or address follow-up needs.
  • Maintain a professional demeanor in the office with DocGo office staff and while on the phone with customer and DocGo field staff.
  • Stay current with the regulations, policies, and procedures as it pertains to DocGo On-Demand and train your team on updates.
  • Additional assignments may be required as necessary.
  • Reports to the Managers and Supervisors of DocGo On-Demand.
  • PCP Outreach – will work closely with the Clinical Practice Group to Coordinate PCP patient Care
  • Handle PSS Team escalations
  • Ensure the next day appointments are ready in Athena
  • Ensure that all appointments have been reconciled at the end of the day
  • Ensure that the Save the Visit stage is up to date daily

Required Qualifications:

  • High school diploma or general education degree (GED)

  • Proven experience working in a call center or phone-based sales/support team.

  • Experience in healthcare, supporting patient scheduling, billing, or EMS (Emergency Medical Services) dispatching is a plus

  • Tech-savvy with experience using Excel (required), Call Center / Contact Center systems and Salesforce is a plus.

  • EMR systems (Athena and or Super user certificate a plus)

  • Fast typing (30 words/minute)

  • Knowledge of procedures and guidelines for emergency situations

  • Proficient in English (oral and written)

  • 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

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.