Coordinator

Alpha Medical is on a mission to make access to quality healthcare easy, affordable, and convenient.

Alpha Medical is seeking a Alpha Care Coordinator (ACC) with a passion for patient advocacy and improving the way people access healthcare today. The ACC will work directly with the Director of Patient Operations and the Clinical Operations Team to plan and implement clinical process improvements. You will be a member of our patient care team responsible for navigating patients through a telemedicine experience using your knowledge, clinical administrative experience, and oral and written communicative prowess and passion for patient advocacy.

• Work with the Director of Patient Operations and the Clinical Operations Team to create and implement process improvements for both the patient and clinician experiences.

• Actively participate in daily patient operations tasks that include resolving order issues with our partner pharmacies, monitoring and following up on patient and provider messages and requests, tracking/documenting within specified time intervals.

• Evaluate, assess, and document patients’ questions, concerns, and appropriate intervention(s). Must implement critical thinking to provide best allocation of health services per patient’s need (i.e. escalating to appropriate clinical representatives). Appointment scheduling may be involved.

• Be able to navigate through various software applications simultaneously, including handling inbound calls and performing patient callbacks.

• Hande inquiries and complaints pursuant to procedure, by adhering to legal and ethical requirements, and company policies and procedures.

• Engage in the continuous effort to improve the patient experience by sharing customer feedback with Product Teams, through the Alpha process.

• Support efforts to meet or exceed objectives in key performance indicators that include: inquiry response times, ticketing management (for bugs and issues), customer satisfaction, and renewal metrics.

• A bachelor’s degree OR two or more years of relevant professional experience.

• Stellar written and oral communication skills.

• Empathy for all persons seeking medical care and support.

• Experience working with electronic medical or health records (EMR, EHR)

• Experience working with Google Docs or Microsoft Office, especially worksheets/Excel

• Experience with platforms like Athena EMR, Zendesk are a plus; willingness to learn is a must

• Exceptional organizational and written and verbal communication skills.

• Front office health administration experience is a plus

• Experience with insurance experience is a plus

• Pharmacy, or front / back-office medical experience is a plus

• Spanish-speaking is a plus

• Independent and self-motivated to work remotely

• Technologically savvy and skilled at using online tools and technology to deliver care and communicate with patients.

• Excited to work in a fast-paced startup environment where you will play a key role in developing our foundational processes and content for customer success & clinical operations

• Comfortable and excited about being a part of a collaborative patient-care team that includes doctors, nurse practitioners, nurses, and pharmacy technicians

• Super organized and capable of ensuring all patients’ needs are addressed thoughtfully and promptly at the close of each day

• Adaptable in a fast-paced startup environment where processes may change quickly and frequently

• Willingness to be on-call on occasional weekends, holidays, or evenings

• Being a part of a collaborative team that is actively increasing affordable access to healthcare for all persons and being able to see your impact on patients, immediately.

• Opportunity to help build and develop Patient Success as a key function of Alpha Medical.

• Working Remotely

• Competitive salary

• Flexible vacation

• Health, dental, and vision

• 401k retirement savings plan

Alpha Medical is an exciting startup based in the San Francisco Bay Area. Together, we have developed a fully HIPAA-compliant, asynchronous telemedicine solution that streamlines and enables an accessible and convenient way for both uninsured and insured patients to obtain care for a growing number of  medical conditions.

Patients are ready for healthcare delivery that matches the accessibility they’ve come to expect from other service sectors, and Alpha is putting that capability in their hands. We diagnose and treat a growing list of medical conditions, including: women’s reproductive health, skincare,  primary and urgent care (asthma, bladder infection, cold & flu, cold sores, genital herpes, vaginitis). Patients access the service through our mobile- and desktop-friendly website. We currently provide care via telemedicine in CA, FL, GA, IL, NY, OH, TN, MO, TX, VA, and WA with plans to continue our state expansion.