Care Concierge

Who we are:

Founded in 2016, K Health's mission is to deliver accessible, high-quality healthcare  a leading clinical AI company in primary care, K Health has developed a suite of clinical AI agents that enhance provider efficiency and improve patient outcomes. K Health's virtual primary care platform is enhanced by an AI copilot to complete the initial patient intake, summarizing relevant history from the EMR, and generating "the perfect note" to reduce the time providers spend on basic data collection and non-clinical tasks.

Unlike other virtual medicine companies, K Health delivers comprehensive, longitudinal primary care in a virtual setting, enabling our clinicians to be true primary care providers without sacrificing scope of practice or continuity of care.

As a venture-backed startup trusted with nearly $400 million in funding and a $900 million valuation as of July 2024, K Health is well-positioned for sustained future growth. We are expanding our partnerships with major health systems (Cedars-Sinai, Hackensack Meridian Health, Hartford Health Care), enhancing accessibility and quality of care by pairing people with technology. Our providers are credentialed at these renowned academic health systems and adhere to their clinical guidelines, ensuring patient-first, evidence-based care.

Fully integrated into Epic, our AI platform enables K Health to operate as an extension of existing healthcare systems, benefiting from a built-in network of specialists and social services to seamlessly serve patients within those communities. Our unique care delivery model enables our providers to deliver the same high-quality, accessible care to a mixed-payer population, including those with commercial insurance, Medicare, and Medicaid.

Join us in our mission to deliver smarter, simpler healthcare of the future - today!

About the role:

We are seeking a patient-first minded Care Concierge Agent to join our Clinic Team. The successful candidate will take a white glove approach to handling the needs of patients within the Clinic. This includes coordinating appointments, providing information about treatment options, handling support questions, and managing provider schedules to ensure the clinic operates smoothly to deliver high quality medicine. Must be flexible including nights, weekends and some holidays.

Core Competencies:

Hospitality:
Care Concierge agents provide a warm and welcoming experience for both providers and patients, while being open and accommodating to new ideas and processes for continuous improvement. The ideal candidate will have a patient first mindset.

Accountability:
Care Concierge agents take responsibility for the patient and provider experience, follow through on commitments and hold themselves to delivering high-quality results.

The ideal candidate will be able to work independently to contribute to the team's goals.

Enterprising:
Care Concierge agents demonstrate resourcefulness, initiative and drive to tackle their work energetically and with curiosity.

The ideal candidate has a "get it done" attitude.

Professionalism:
Care Concierge creates a positive and productive work environment for themselves and others. They achieve this by communicating with clarity and conciseness, actively listening and responding timely to requests.

The ideal candidate is responsible and takes their work seriously.

Collaboration and Feedback:
Care Concierge agents work effectively with others towards shared goals, value different opinions and perspectives, are willing to assist others when needed and are flexible and willing to adjust to changing circumstances. The ideal candidate works with their team to support the overall patient experience of the clinic.

What you will do:

Patient Experience Management

* Develops close relationships with and serves as primary point of contact for patients

* Onboards patients and validate insurance and IDs within department SLA requirements

* Schedule appointments, follow-up visits and support the patient in navigating care outside of the virtual clinic

* Maintain detailed records of patient interactions and progress to ensure accurate information across all systems

* Communicate effectively and proactively with patients, providers and co-workers to facilitate care

* Ability to build relationships with different types of people, including clients, organization members, and health care providers

* Initiate outreach and missed appointment procedures

* Maintain strict confidentiality in accordance with HIPAA policies

Patient & Provider Product Support

* Act as an expert on the Clinic App and related systems, processes and tools

* Handle multi-channel patient communication based on the needs of the patient (phone, chat, SMS, email)

* Monitor Provider schedule adherence and performance within department's SLAs

* Troubleshoot and document technical issues for patient resolution

* Act as a liaison between patients, clinical operations and healthcare providers while taking ownership of the patient experience

What…