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Patient Advocate

New York, NY · Remote

Who we are:

K Health is venture-backed, fast-growing startup with a mission to use the power of Artificial Intelligence (AI) to get everyone access to higher quality healthcare at more affordable costs. We’re looking for mission driven individuals to join our team and help us eliminate healthcare inequalities to build a better and healthier future.

Featured most recently in Forbes and Business Insider as a leading AI startup, K Health is a telehealth company that harnesses the power of technology to help provide the smartest digital healthcare platform to patients, hospital systems, and providers across the United States. Our AI powered application helps bring together the knowledge of thousands of doctors and anonymous medical data to provide the highest quality care to our patients. We offer a free symptom checker, 24/7 access to board-certified doctors, ability to refill prescriptions from your phone, and more. All within one application - no insurance or preauthorization required.

K Health was founded in 2016, and has partnered with visionary and leading hospital systems and providers such as Cedars-Sinai, Mayo Clinic, and Elevance Health. Join us on our mission to help provide better healthcare for less.

The Patient Advocate at K Health plays a crucial role in ensuring that our patients receive exceptional care. Utilizing your expertise in patient experience, you will initiate and implement change and improvement endeavors. Through proactive and reactive patient outreach, you will collaborate closely with clinical and operational leaders to ensure that patient feedback is cascaded to the team. You will contribute to the implementation of quality improvement initiatives impacting patients, clinicians, and support teams. You will develop and revise processes and workflows focused on the efficient resolution of patient disputes and complaints. As the Patient Advocate, you will serve as the "Voice of the Patient" within the clinic, consistently reporting on key patient-centric metrics and feedback to clinical and operational leaders. You will be responsible for reviewing, responding, analyzing, and investigating patient experience reviews across various platforms, including the App Store, Social Media, and Google. Additionally, you will oversee our dispute resolution, mediation, and case closure processes with external agencies. Your dedication to the patient experience and commitment to fostering positive change will be essential to the success and growth of our Direct to Patient clinic.

Key Responsibilities

  • Passion for the patient experience, including an understanding of nuanced patient needs and a positive, enthusiastic approach to continuously drive the practice towards new standards of excellence.
  • Serve as the primary advocate for patients within the clinic, acting as a liaison between patients (or their representatives), clinical staff, clinical leadership, and external agencies.
  • Evaluate patient experience data to pinpoint and strategize areas for improvement.
  • Collaborate with clinical leaders and performance managers to acknowledge and share positive patient experiences and areas for improvement within patient visits.
  • Develop and implement strategies to enhance the overall patient experience.
  • Investigate and document issues that negatively impact patient experiences outside of the visit.
  • Proactively reach out to patients to initiate dispute resolution and support quality improvement endeavors.
  • Work closely with other departments, including Patient Experience, to promptly and efficiently resolve patient issues.
  • Continuously review and revise patient macros to ensure clear and concise messaging.
  • Refer and escalate patient-related concerns to the appropriate team or management when necessary.
  • Manage a diverse team of non-clinical support staff focused on patient experience.
  • Develop and implement patient advocacy policies, procedures, and workflows to optimize the patient experience.
  • Foster collaboration and effective communication across multiple teams, including Clinical, Operations, Product, and Marketing, to champion an exceptional patient experience.
  • Monitor patient satisfaction metrics and implement initiatives to address areas for improvement, partnering with clinical leadership to address performance issues.
  • Complete special assignments and projects that are vital to patient success.

Required for Position:

  • 3+ years of experience in customer support, healthcare, operations, consulting, or a related field, including at least 2 years of people management experience in a clinical setting.
  • Proficiency in Google Suite applications
  • Salesforce Health Cloud experience
  • Proficiency using Twilio 
  • Ability to organize and prioritize work to meet expectations
  • Ability to handle confidential or sensitive materials and information with discretion while ensuring adherence to established policies and procedures
  • Strong passion for building knowledge and expertise
  • Creative problem-solving abilities.

Preferred for Position: 

  • Agility and ability to pivot when faced with shifting priorities
  • Self-motivated
  • Strong bias for action and results-oriented work
  • Exceptional attention to detail
  • Effective written and oral communication skills
  • Ability to collaborate cross-functionally
  • Experience with or familiarity with the administrative organization of a multi-state medical practice

Compensation:

$61,000 - $70,000 USD

We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.  

We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws. We’re deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.

We are committed to maintaining the integrity of our hiring process and ensuring a safe environment for all candidates. All communication for job offers from K Health will come from email addresses ending in @khealth.com. K Health will never ask you to provide financial information about yourself during the recruitment process. We will never use personal email accounts or other domains for official correspondence. Our official job postings are only listed on our official website and reputable job boards. Be cautious of job offers from sources other than these platforms.

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