Care Concierge

Brick-and-mortar neurology clinics often face overwhelming patient demand, leading to long wait times. Nationwide, the wait to see a neurologist is 4-6 months. This delay in care can be especially critical for patients with progressive neurological conditions, where timely intervention is essential. The traditional model struggles to keep pace with growing needs, leaving many without access to the specialized care they urgently require.

Neura Health is building the nation’s largest virtual neurology practice, as well as an all-in-one place for patients to manage their longitudinal disease journeys. We’re redefining the future of neurology through cutting-edge technology, compassionate care, and a relentless commitment to better outcomes. By combining advanced data analytics and AI-assisted diagnostics, we're enabling earlier detection, personalized treatment, and continuous monitoring for neurological conditions such as chronic headaches, chronic pain, epilepsy, memory disorders, and more.

With over $22M in backing from world-class investors, Neura is on a mission to revolutionize neurology care. We are serving a massive market (over 145m Americans have neurological issues) that is deeply underserved. Our mission is to assure access and quality of care for neurologic conditions. If you're driven by purpose and excited to shape the future of brain health, we invite you to be part of our transformative journey.

We are looking for a Care Concierge who wants to work at the intersection of cutting-edge technology and some of the hardest problems in healthcare. You will be working as part of a clinical team to deliver holistic, comprehensive, and collaborative care to patients with chronic neurological conditions (e.g., migraine; sleep disorders). We are looking for someone who is empathetic, compassionate, mission-driven, collaborative, and results-oriented. You will have the opportunity to learn and practice evidence-based and cutting-edge coaching techniques in digital health to help patients make behavioral changes as they work to maximize symptom relief and get back to engaging in meaningful life activities. This role will report to Neura’s Director of Operations.

Responsibilities:

• Provide seamless care coordination over messaging and phone to ensure a smooth patient experience
• Prepare patients for their medical visits by ensuring they have all necessary information and updates ready in their chart; assist patients with administrative needs, such as scheduling and membership adjustments
• Help patients navigate their insurance coverage for labs, prescriptions, and scans, including completing prior authorizations and supporting insurance billing operations
• Clearly and empathetically explain complex information to patients in a way that increases adherence to their treatment plans
• Resolve billing issues and payment collection
• Support ad-hoc reporting and special project requests
• Track common themes across patient feedback and support with developing solutions to address them at scale
• Take the initiative to contribute to clinical process improvement and standard operating procedures to support the delivery of the best customer and clinician experience
• Cross-collaborate with other departments to drive company initiatives, as well as support the constant improvement of clinical products and tools
• Maintain strict confidentiality for all patient and company information, consistent with established security and confidentiality policies and HIPAA regulations

Requirements:

• Must be available to manage inbound patient inquiries from our online messaging platform for 8 hours a day, 5 days per week - various schedules are available.
• A minimum of 2 years experience in healthcare, medical assistance, or clinical care
• Must have prior experience working with insurance, e.g. submitting prior authorizations and determining patient eligibility and copays
• Experience working closely with clinicians preferred
• Knowledge of clinical admin systems (EMR) and testing portals preferred
• Stellar communication skills
• An empathetic customer-service approach
• Proactivity, autonomy, and an owner's mindset
• Organization and attention to detail
• Soft skills: listening, negotiating, decision-making, and leadership
• Culture fit: empathetic, mission-driven, collaborative, precise, transparent, compassionate, and results-oriented

Compensation:

• The salary range for this role is between $55,000 and $60,000 annually plus benefits.

About the founders:

• Liz Burstein is the CEO and was previously Head of Product at Maven Clinic, Director of Product at Zocdoc and Senior Product Lead at LinkedIn. She has fifteen years of experience in the tech industry, and a wealth of knowledge in the health tech domain.
• Sameer Madan is the CTO and was previously an engineer at Facebook for 9 years. At Facebook, Sameer was the technical lead for Live Video, and built several well known products such as Facebook Mentions, threaded-ranked comments, and more.

Neura is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants will receive consideration for employment without regard to these or any other characteristics protected by law.