TextCare Specialist

Position Summary:

One to One Health is an innovative healthcare company that prides itself on delivering relationship-driven care that reduces barriers for patients and employers alike. We were founded by a primary care physician whose passion is delivering the best healthcare outcomes with a focus on an exceptional patient experience. In addition to maintaining on-site workforce clinics, One to One Health is excited to be growing our virtual care solution, TextCare

TextCare is centered around text messaging, using technology that allows patients to initiate care 24/7 with a simple text. TextCare Specialists and providers use HIPAA-compliant software that augments the EMR to seamlessly communicate with patients via text, encrypted messaging, voice, and video calls - meeting patients in their preferred channel so they can receive care or expert advice when they need it most.

About the Role:

This is an exciting opportunity for a TextCare Specialist to join the rapidly growing TextCare team and to help refine the virtual care experience for patients. Our TextCare Specialists are the starting point for each telehealth encounter and play a vital role in maintaining continuity of care. TextCare Specialists build relationships with patients through responsive, clear, and effective communication. The role involves completing intake for patients and coordinating care; dynamically responding, scheduling, referring, setting tasks, and initiating follow-up. The TextCare team communicates with and treats patients in a caring and compassionate manner using multiple communication methods, including text, phone, video, and email.

Essential Functions:

• Monitoring the patient engagement software for incoming messages and responding to those messages with a patient-first approach.

• Delighting patients with timely and compassionate responses, building the initial relationship that makes TextCare their preferred healthcare resource for problems big and small.

• Conducting initial patient intake, confirming their identity, reviewing previous uses, and directing them to available providers.

• Maintaining effective communication and continuity of care – connecting patients and providers in a timely and seamless manner.

• Securing patient information while maintaining patient confidence by completing and safeguarding medical records.

• Dynamically support TextCare, coordinating closely with providers while maintaining TextCare operational efficiency.

• Assisting with scheduling and other care coordination activities.

• Protecting the practice by adhering to professional standards, federal, state, and local healthcare policies.

Required Skills:

• Ability to provide patients with timely responses, clear and professional communication, and a steadfast willingness to find solutions to all problems.

• Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.

• Proficient in basic technology (Microsoft products, etc.).

• Ability or willingness to learn patient engagement software / customer service systems that enable omnichannel (text, phone, video, email) communication with patients and teammates.

• Ability or willingness to learn basic Electronic Medical Record (EMR) systems.

• Ability to multi-task and work independently with excellent organizational skills.

• Must possess a strong sense of professionalism.

• Must thrive in a team dynamic.

• Ability to follow written or verbal step-by-step instructions.

One to One Health is an equal opportunity employer and does not discriminate in hiring based on race, color, creed, religion, sex, sexual orientation, national origin, age, disability, pregnancy, genetic information, gender identity, or veteran status.

• Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.
• Proficient in basic technology (Microsoft products, etc).
• Ability or willingness to learn patient engagement software / customer service systems that enable omnichannel (text, phone, video, email) communication with patients and teammates.
• Ability or willingness to learn basic Electronic Medical Record (EMR) systems.
• Ability to multi-task and work independently with excellent organizational skills.
• Must possess a strong sense of professionalism
• Must thrive in a team dynamic
• Ability to read, write, and communicate the English language.
• Ability to effectively communicate both orally and in writing
• Ability to follow written or verbal step-by-step instructions
• Ability to concentrate, think, and learn
• Ability to hear, see, sit, stoop, kneel, crouch, reach, lift, push, and pull.

QUALIFICATIONS/EXPERIENCE

• 1+ years of work experience, preferably in customer service or healthcare.
• CCMA (or similar clinical accreditation) strongly preferred.
• Highschool diploma or equivalent required