Patient Support Associate

We’re looking for a full-time detail-oriented, empathetic person to be the primary point of contact for seriously ill patients and their caregivers. You’ll provide both technical and compassionate support as they navigate through difficult conversations. You will work with a team made up of other Patient Support Associates and Clinical Navigators to provide comprehensive support for patients. In addition to front-line support, you’ll be responsible for maintaining accurate process metrics, and improving communication process efficiencies.

Responsibilities

• Responsible for all of Koda Health’s inbound and outbound patient support, creating authentic and memorable human connections over the phone, by email, and through texts
• Maintain strong empathy for seniors / seriously ill users as they make difficult decisions about their healthcare journey
• Track and support patients throughout the Koda Health communication lifecycle, from referral to completion and ongoing support
• Maintain and improve efficiency of the entire patient communication process
• Develop, maintain, and improve on customer relationship management (CRM) tools and processes for patient communication

• Notice even the small details and continually brainstorm solutions to improve our processes and each patient’s experience
• Schedule appointments for Koda’s clinical navigators (LCSW/RNs) who will provide longitudinal clinical support for patients
• Work with a team to ensure patients are supported through the planning process

A sample of your first 30/60/90 days at Koda:

• In the first 30 days — gain a deep understanding of the product and patient support processes
• In the first 60 days — begin independent management of patient support relationships
• In the first 90 days — completely own your client’s patient relationships and collaborate with the patient support team to further increase engagement

Requirements

Who you are

• Bachelor’s degree in a related field
• 1+ year experience in healthcare
• Strong verbal communication skills, with a highly empathetic and supportive demeanor
• Ability to explain technical concepts in detail to users unfamiliar with technology
• Strong attention to detail
• Proactively seek solutions and look for opportunities to improve processes
• Proven track record of thriving in a fast-paced environment where critical thinking and proactive teamwork are essential for success
• Team player eager to expand their skill sets and grow within the company
• Comfortable with ambiguity – Koda Health is a startup so things might change quickly. Being comfortable with change is a must
• Work location: Remote, USA, but strongly prefer candidates who live in EST time zone

Bonus Points

• Experience with senior populations
• Digital health and/or startup experience
• Clinical Experience (e.g. Medical Assistant)
• Experience with CRMs (e.g. Freshworks, Hubspot, Salesforce)
• Bilingual (English/Spanish)

Benefits

• We offer a competitive salary of $40,000 – $50,000 for this position, plus biweekly bonuses based on success
• Excellent Medical, Dental, and Vision
• Unlimited PTO, ensuring you can take vacations as you need
• Flexible remote work
• A collaborative, supportive work culture with opportunities for growth and development