Job Description

Client Registration Assistant (Healthcare Navigator)

Work from Home- Anywhere in Newfoundland and Labrador

Do you enjoy helping people? Do you pride yourself on being calm, compassionate, and hard working? Do you want to leave work each day feeling like you made a difference? If you want to be part of a team and a company who values you, apply today!

This position will service FONEMED\xe2\x80\x99s U.S. Operations as well as Canadian operations via Newfoundland and Labrador\'s 811 HealthLine and Mental Health Crisis Line. Calls received can vary greatly in subject matter and complexity. Our Client Registration Assistants must be attentive and engaged listeners with a strong customer service mindset.

WHO WE ARE

Founded in 1996, FONEMED seeks to make a positive difference in the healthcare of others through their daily interactions. With a mission \xe2\x80\x9cto provide excellence in Nurse Advice, Health Information and Telemedicine for the patients we serve\xe2\x80\x9d, FONEMED takes pride in its employees, customers, and industry partners, providing the highest level of quality and outstanding client experience. We pride ourselves on practicing a Culture of Care in everything we do.

Through virtual care, we meet and provide care for individuals where they are, in their homes, communities, or other locations where they live their lives. You share the company\xe2\x80\x99s passion to defy the conventional boundaries of time and distance to get the right care to the right patient when and where it is needed the most. We provide 24/7 nurse advice and telehealth services to callers throughout Canada and the United States who need assistance in assessing their health symptoms as well as advice regarding appropriate follow up care.

ESSENTIAL FUNCTIONS AND DUTIES

• Be comfortable as the first point of contact for all medicals calls, including mental health and crisis intervention calls.
• Follow the established protocols and procedures when speaking with patients and documenting calls appropriately
• Obtain key demographic and health related information and register this information accurately into our software programs for follow up by our clinicians
• Direct callers to our Registered Nurses, Nurse Practitioners, and/or other Clinicians in an appropriate manner
• Take notice of injury reports from patients using our process, procedures, and software
• Book and confirm patient appointments with Nurse Practitioners and physician practices
• Perform minor technical trouble shooting of the patient portals (Example: password resets or patient registration assistance)
• Monitor biometric alerts from patients within our software system and call patients to determine if they need follow-up from one our clinicians
• Conduct follow up customer service feedback surveys.

EDUCATION AND QUALIFICATIONS

• Minimum education level of a High School Diploma
• Office administration or medical office administration certificate or diploma is considered an asset
• Previous experience in customer service and/or a call center environment
• Excellent telephone and communication skills
• Previous experience working professionally with computers and software programs
• Professional, respectful, and friendly approach
• Empathetic, patient, and compassionate
• Calm demeanor and ability to stay calm in stressful situations
• Ability to talk to patients in a wide variety of medical situations including those experiencing a mental health crisis
• Ability to work in a very fast paced and busy environment
• Ability to handle upset patients at times and de-escalate upset patients
• Must be able to submit a clear record of conduct.

WHAT WE OFFER

• Full-time employment, 32 or 40 hours per week
• $17.25/hour starting rate of pay with annual increases
• Additional $2/hr for night shifts, additional $1/hr for weekend shifts, and an additional $3/hr for weekend night shifts
• We operate 24/7 365 days a year therefore this position will require shift work. You will need to be available for all shifts including mornings, days, evenings, overnights, split shifts, weekends, and holidays. Please note you can expect a shift work type schedule released 1-2 weeks in advance. Each schedule will vary and include multiple shift types.
• Work from home
• Benefits, including medical, dental, vision, life insurance, long term disability, critical illness, and Employee Assistance Program
• Retirement Plans (RRSP)
• Paid vacation and sick time
• Paid training
• Performance incentives
• Supportive team environment
• No cold calling or sales required (calls are 95% inbound. Some outbound customer service surveys and patient follow up)
• Opportunities to advance into a shift lead position, team lead position, or other positions within a growing company

SYSTEM REQUIREMENTS

• Computer system, either Mac or Windows PC (no Chromebooks), with two monitors (at own cost)
• We provide access to private and secure cloud-based software programs
• High speed internet (at own cost)
• Private and secure home office
• Headset, mouse, and keyboard (at own cost)

It\xe2\x80\x99s an exciting time at FONEMED and you will have the opportunity to experience and impact the changing face of telehealth in North America. If you want to join this engaged and growing team, apply today!

FONEMED is an equal opportunity employer and is committed to diversity and inclusion in our workplace. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted.

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