Specialist, Patient and Provider Advocate

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

How you can make a difference

• Act as the patient and provider advocate who helps drive high level of customer satisfaction
• Monitor and respond quickly to incoming requests from Agents via chat support
• Provide best practices, as well as customer support content, by utilizing available tools and resources
• Root Cause Analysis: Document, review and do a deep dive research on the patient and provider experience, and sentiments, while identifying any training gaps, and communicating the accurate facts and data to contact center supervisors
• Understand patient and provider requests and challenges, and effectively address them by providing the best solutions in a timely manner
• Based on documented data on training and quality gaps, recommend strategies to mitigate those gaps to improve agent performance and increase patient and provider satisfaction
• Accountable for reporting and analyzing overall patient and provider escalations in order to improve the customer experience
• Promote a culture of constant learning based on most frequently asked inquiries from agents

Skills for success

• Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers
• Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
• Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information
• Diversity: shows respect and sensitivity for cultural differences
• Humility: low ego; engenders trust; respectful
• Self-motivated: energetic self-starter, strong sense of ownership with personal accountability
• Teamwork: is open and objective to other's views, gives and welcomes feedback, and contributes to positive team spirit

Experience to drive change

• High school diploma or equivalent required
• Bilingual Preferred
• 2+ years of experience in customer service; background in a contact center environment highly preferred
• Highly …