About the job
Join our dynamic Clinical Operations team as a Virtual Assistant specializing in healthcare services. We are looking for a highly organized, detail-focused, and proactive individual who will work collaboratively with team members to provide exceptional service to our clients as they navigate their health journeys. You will play a pivotal role in overseeing critical processes including lab testing, advanced diagnostics, clinician consultations, and comprehensive health navigation support. The perfect candidate thrives in a fast-paced environment, displays a strong sense of ownership, and takes initiative to deliver outstanding support.
Key Responsibilities:
Member Support
- System and Workflow Oversight: Develop an in-depth understanding of systems and platforms to deliver exceptional service. Monitor workflows to ensure automated processes are triggered and synchronized accurately.
- Appointment Management: Schedule, track, and manage member appointments with clinical partners, ensuring a smooth experience while addressing and resolving member issues promptly.
- Member Engagement: Enhance the member experience by ensuring they feel supported throughout their health journey.
- Database Management: Maintain accurate and updated records of member progress and status across baseline services.
- Real-Time Issue Resolution: Guarantee that at-home and in-lab appointments are executed seamlessly, providing immediate support when necessary.
- Chat Support: Act as the primary contact for member inquiries, responding promptly or directing to the appropriate team member as required.
Clinical Partner Coordination
- Assist in managing relationships with clinical vendors and revising SOPs to improve the member experience.
- Identify, document, and report issues with third-party laboratory partners.
- Audit laboratory billing (e.g., Getlabs, Labcorp) for accuracy against internal records.
Operations and Problem Solving
- Collaborate with Operations and Clinical teams to resolve issues promptly.
- Provide proactive support to members concerning administrative, operational, and baseline health issues.
- Identify, document, and report challenges related to operations, engineering, or customer support.
- Participate in weekly stakeholder meetings to advocate for members and propose enhancements to the overall experience.
- Track and analyze member experience metrics to discover improvement opportunities and evaluate the impact of interventions.
