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Porter · 15 hours ago

Care Guide Coordinator

Pompano Beach, FL

Full-time

Onsite

Entry Level

$21/hr - $22.83/hr

2+ years exp

Porter Cares, Inc. is a fast-growing healthcare-technology and services company focused on simplifying and improving the care-at-home journey. The Care Guide Coordinator acts as a personal resource for members, assisting them with healthcare-related needs and ensuring they navigate their healthcare journey successfully.

DeliveryDelivery ServiceLast Mile TransportationLogisticsTransportation

Growth Opportunities

Responsibilities

Scheduling practitioner visits for in-home or health assessment

Assist members with all aspects of the Porter relationship, account, products, and Porter's Member Platform

Proactively identify the needs of members and provide personalized service

Act as a comprehensive resource for assisting members with a broad range of healthcare questions and needs

Identify and document Social Determinants of Health (SDOH) and assist with identification of community resources

Facilitate communications to bridge between patients and appropriate clinical teams as needed

Help identify and facilitate education resources to assist members in their self-care

Interpret and articulate Health Plan benefits and coverage, and ensure that members are fully utilizing their benefits

Be readily available to assist members via omnichannel resources (phone, email, chat)

Manage & update customer CRM (Salesforce Service Cloud)

Document relevant details about all patient/Caregiver interactions

Boost member satisfaction and loyalty by providing consistently excellent experience and striving to go above and beyond

Assist members with hospital discharges (when applicable):

Coordinates and facilitates patient discharge planning in collaboration with other healthcare professionals

Collaborate with patients, caregiver(s), and healthcare team to facilitate a discharge process that enhances patient satisfaction and adherence to discharge orders, and ensures efficiency of time and resources involved in each patient discharge

Review case notes from Hospital providers to identify Durable Medical Equipment (DME) needs, schedule requested appointments, and/or facilitate other needs required to ensure optimal outcomes for patients post-discharge

Act as concierge to identify and facilitate DME procurement and follow-up appointment needs for patients

Qualification

Healthcare experienceHealth insurance interpretationSalesforce Service CloudEmpathyCompassionExceptional communicationTime management

Required

High School Diploma

Ability to keep all company-sensitive documents and systems secure

Preferred

2-3 years of experience working in direct contact with patients in a healthcare setting

Demonstrated ability to interpret and apply health insurance benefits

A strong sense of empathy, compassion, and friendliness (extroverted and people-oriented)

Drive to go above and beyond to ensure that members/patients/caregivers feel genuinely supported and valued during challenging times

Exceptional communication skills, both written and oral, with the ability to assist others (customers and coworkers alike) with sincerity, respect, and compassion

Strong time management and organizational skills to juggle meetings and various administrative requirements while keeping member needs at the forefront

Must be an excellent listener, both to ensure that the member feels valued/respected and to identify any potential needs that the member may not be directly articulating

Ability to work with team to cover on-call and holiday schedules as needed