Patient Care Consultant (Medical Assistant experience preferred)

Patient Care Consultant (Medical Assistant experience preferred) in Telehealth Dermatology

DirectDerm’s mission is to improve the delivery of high-quality dermatology care and enhance our patients’ lives. DirectDerm connects patients and referring physicians to the leading dermatologists through a secure web and mobile platform for timely, affordable consultations and accurate and comprehensive diagnosis and treatment plans.

DirectDerm is seeking reliable, highly motivated and customer-focused individuals to join our call center team as Patient Care Consultant (Medical Assistant experience preferred).

As a Patient Care Consultant, you will be responsible for providing exceptional customer service and handling a high volume of interactions over the phone or various communication channels. Additionally, the Patient Care Consultant is responsible for assisting medical staff by utilizing various software systems to schedule patients and review patient data for accuracy.

The role is located at our Service Center location based in La Jolla, our central administrative office for handling customer relations and processing patient information. The position is not remote.

Responsibilities:

- Answering incoming calls and assisting patients with inquiries and requests.

- Deliver medical results to patients under the guidance of a supervising dermatologist over the phone

- Coordinate patient care between DirectDerm clinics, photo sites, primary care physicians and other specialists

- File Prior Authorizations, Specialty Drugs and Referrals

- Understand and exercise principles of triage and urgency in communicating patient information to and from the dermatologists

- Assist patients in navigating our secure website for online case submission and technical support issues.

- Providing accurate and detailed information about patient needs using scripting and provider recommendations.

- Resolving patient issues promptly and professionally, escalating complex problems to the appropriate department resource.

- Maintain, collect, and record patient records by accurately updating information in multiple software systems. Verify patient insurance information on various insurance databases.

- Handling patient concerns in a calm and courteous manner, aiming for a satisfactory resolution.

- Meeting individual and team targets for call quality, customer satisfaction, and productivity.

- Following company guidelines and procedures while adhering to call center metrics.

Qualifications:

- High school diploma or equivalent.

- Medical assistant, Medical office, or Certified Nursing Assistant training preferred

- Excellent verbal and written communication skills.

- Strong problem-solving and decision-making abilities.

- Ability to multitask and handle a high volume of calls in a fast-paced environment.

- Demonstrated customer service experience, preferably in a call center or customer support role.

- Proficient computer skills and the ability to navigate multiple software applications simultaneously.

- Positive attitude, team player, and willingness to learn and adapt to changing customer or business needs.

- Ability to work some Saturdays

- Bilingual Spanish Speaker (preferred)

- Electronic Medical Record experience (preferred)

Call center: 1 year (preferred)

Customer service: 1 year

Work Location: In person

Job Type: Full-time

Pay: $17.50 - $19.50 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Ability to Commute:

• San Diego, CA (Required)

Ability to Relocate:

• San Diego, CA: Relocate before starting work (Required)

Work Location: In person