TextCare Specialist

Position Summary: The TextCare Specialist is the starting point for each telehealth encounter and plays a vital role in maintaining continuity of care. The MA builds relationships with patients through responsive, clear, and effective communication.

The day-to-day role involves triaging patients and coordinating care; dynamically responding, scheduling, charting, 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. The ideal representative is proficient with technology, focused on patient experience, and enjoys a dynamic collaborative environment – working closely with providers to deliver seamless care.

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/KNOWLEDGE

• 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 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.
• Willing to work 8-hour shifts Monday-Friday between the hours of 7AM - 7PM
• Willing to work on-site in Chattanooga, TN
• CCMA (or similar clinical accreditation) strongly preferred.
• Highschool diploma or equivalent required

• 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