Patient Educator

ESSENTIAL DUTIES & RESPONSIBILITIES

Patient Education (Telephonic) - Responsible for patient education while staying within established compliance parameters for the company and program. E.g.:

• Identifies and effectively communicates opportunities to better the insurance status of the patients, alleviating financial risk and burden
• Provides information to patients to help them find and/or secure options for insurance coverage and other financial assistance programs as necessary
• Completes insurance assessments/evaluations for patients
• Accurately documents and classifies patient education sessions
• Provides a high-level of customer service to patients to ensure educational needs are met
• Acts as a liaison between patients, facility teammates, billing office and the corporate office to resolve patient insurance issues and/or concerns
• Meetings - Attends team meetings, phone conferences, and trainings as needed. May assist with onboarding and training of new teammates.
• Reporting - Works closely with supervisor/manager to meet objectives, deadlines, and reporting/measurement requirements as they pertain to patient education. Reviews trends with team and operational leadership.
• Field Relationships - Builds and maintains relationships with field partners (e.g. Insurance Counselors, Facility Administrators, Social Workers, Administrative Assistants etc.) to ensure seamless patient support.
• Participates in Team/Department/Village-wide Improvement Projects as needed
• Other duties as assigned.

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• Generally, teammates are assigned their book of business for the day/week​​​​​​​ which will have a roster of patients they need to perform outbound calls to and work to get on the phone. The goal is to educate them about treatment, payment/insurance coverage, and how they can be supported to afford dialysis.
• Medicaid primary patients are their wheelhouse patients
• Medicaid re-eligibility
• Connecting patients with insurance representatives to schedule appointments
• Some inbound calls candidates will be expected to receive
• Much more of an outbound call environment where these individuals will be reaching out to the patients

TYPICAL PATIENT LOAD

• Varies on a day-day basis
• 1 education every hour is their benchmark
• ~8 patients/day is the typical volume
• To get to that number, since it is mostly outbound calls, they will typically be dialing 35-40 patients per day
• 9-14 educations is their goal
• The time spent on the phone can range quite a bit given the need of a patient
  • 15-20 minutes for full education of a patient who is a pretty standard case
  • ​​​​​​​30-45 minutes, or even a bit longer, if the patient has a lot of questions and a serious case to navigate.

REQUIREMENTS

• Must sit out of the following markets:
  • Denver (Hybrid) - candidates will come into the office once per week as a team, which is usually on Wednesday. Training will be onsite for the first couple weeks as they get up to speed.
• Must have a basic understanding of healthcare insurance companies, ideally Medicaid.
• Strong telephonic/customer service skills.

PAY RATE:

• $20 - $22

DRESS CODE

• Business Casual