Job Description
National Care Concierge- Remote, Contractor
REMOTE – ALL, AZ
About MD Ally:
Each year, millions of non-emergency calls are made to 911 that decrease ambulance availability, overcrowd EDs, and drive billions in excess costs. MD Ally is a 911 triage & telehealth solution that allows EMS to triage non-emergency patients to virtual care saving limited, emergency services. Our mission is to enable greater connectivity between 911 & the broader healthcare ecosystem.
About You:
As a Care Concierge/Patient Navigator, you will serve as the first point of contact for 9-1-1 patients that are connected to MD Ally. Similar to First Responders and 9-1-1 dispatchers, you will utilize your training and experience to provide a seamless “9-1-1-to-telehealth” experience for MD Ally’s patients. You will be responsible for greeting callers, executing patient intake, and matching the patient with the appropriate care resources.
Your Key Responsibilities:
- Work within MD Ally’s proprietary platform to greet callers in real-time as they are referred over from Public Safety partners.
- Greet patients in a compassionate and respectful manner.
- Use clinical background to perform a secondary triage process that ensures the patient is an appropriate candidate for MD Ally services.
- Guide patients and providers through troubleshooting and AllyNet navigation protocols.
- Proactively de-escalate situations involving dissatisfied patients, offering patient assistance and support.
- Collect patient demographic and medical history information.
- Work in collaboration with telehealth providers to ensure a safe, effective, and efficient telehealth experience.
- Coordinate patient follow-up care and referrals to external services; arrange alternative transportation for external services when needed.
- Collect patient co-pays and payments for services rendered.
Qualifications:
- Experience with Patient Navigation or Care Coordination
- Experience with high call volumes or call center operations
- Experience in Social Work, behavioral health, or mental health support is preferred
- Strong communication, both written and verbal
- Great active listening and conflict resolution skills
- A patient and empathetic attitude
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Troubleshooting skills, and ability to overcome challenges
Location: Remote
MD Ally Values
- Bias for Action — We are a growing team and an evolving product. We want a team of executors to drive the company forward.
- Act Like an Owner — Look around and take on work that needs to be done. Execute on the fundamentals, and act creatively to drive growth.
- Always Be Learning — We are creating a new vision for the 911 industry. Be adaptable, creative and learn from others and our customers.
- Empathy, Trust, Candor — Always be upfront and honest with the team and our business partners.