Eden Health
About Eden Health
Eden Health provides simple, tech-enabled primary care sold directly to employers. Our users enjoy immediate access to care over the Eden Health app, in our private clinics, and directly in their offices. We have transformed healthcare from an unpleasant necessity to a delightful experience focused on improving the lives of patients. The proof is in the outcomes; when companies work with us they have healthier workforces, increased productivity, and reduced healthcare costs.
What you will do
As a Healthcare Navigator, you will have front-line access to ensuring a best-in-class concierge experience for our patients. You will be responsible for handling patient requests through our patient facing app, e-mail, and phone. You’ll be expected to complete tasks efficiently and effectively while meeting our SLAs and maintaining high patient satisfaction. You will drive a high-touch patient experience by navigating them through the complexities of healthcare and exceeding expectations by going above and beyond during every patient interaction. You will be researching and connecting them with high-quality, in-network specialists, coordinating their appointments, requesting and releasing medical records, answering questions about their benefits and insurance plans, and resolving billing issues. As a Healthcare Navigator, you will be working closely with our medical providers and Virtual Navigators and report into the Manager, Healthcare Navigation.
This is a full time, fully remote position which requires flexibility in working hours. The shifts vary within the windows of 8am-6pm EST, Monday through Friday. In the future, team coverage will be expanded to cover additional evening hours and weekends and the Healthcare Navigator may be expected to assist with shift coverage during this time.
What success looks like
- Efficiently responding to incoming insurance navigation inquiries on a day to day basis with a commitment to hospitality, patient-centeredness, and excellence
- Communicating with patients and third parties in adherence with Eden Health’s customer service standards and style guide and using clear, concise, and professional language
- Engaging with insurance companies and external provider offices and billing teams to fulfill our patients’ requests
- Accurately documenting details of calls and steps taken to complete tasks
- Providing timely communication and updates to patients
- Proactively answering patients’ questions and providing information before they ask for it
- Collaborating with other team members (including other Healthcare Navigators, Clinicians and Leaders) when assistance or expertise is needed
- Identifying opportunities for improving our workflows and resources
- Escalating immediately any cases with any patient dissatisfaction or complaint to relevant team members to ensure the continuous improvement of the patient experience
- Driving consistency and alignment in processes and workflow across your teammates
- Mentoring and coaching new team members as the team grows
- Celebrating insurance navigation success stories and learning from patient feedback, thinking about each patient interaction as an opportunity for continuous improvement
- Opportunity for future cross-training on front line app support as part of our holistic team approach
What you will bring
- 2+ years of experience in a Customer Service role
- 2+ years of experience in a Healthcare or Healthcare related field (direct interaction with insurance and/or billing departments a plus)
- Ability to work within the hours of 8am-6pm EST with the possibility of future additional evening coverage and weekend coverage
- An obsession with delivering the highest quality customer experience and going above and beyond for customers
- An interest in using technology to deliver tech enabled insurance navigation
- Excellent verbal and written communication skills
- A positive, professional, and empathetic tone with patients
- The desire to be part of a fast-moving startup
- Humor, humility and openness to being profusely appreciated as a hero by our patients
- Ability to adapt to new information quickly
- Ability to understand (or willingness to learn) healthcare and insurance information and jargon
- Comfortable working independently and being part of a remote, distributed team
- Fluent Spanish speaker/writer preferred
Why Eden Health
- Remote first company and culture
- Series C Healthtech startup with a mission-driven team that’s passionate about helping every person have a relationship with a trusted healthcare provider
- Competitive salary and equity compensation package
- Medical, dental, and vision insurance and commuter benefits
- Positive, inclusive, supportive culture cheering you on your journey
- Strong and quickly growing client base of America’s leading employers
- Featured in Built In’s 2023 100 Best Hybrid Places to Work