About Grapefruit Health:
The US healthcare system is short by 3.2 million healthcare workers! At Grapefruit Health, we are addressing this by recruiting, onboarding, training, and managing a portion of the almost 1 million students pursuing clinical programs to perform interactions with patients remotely. We focus on lower acuity, high-volume tasks that do not require clinical licensure. We perform these at great scale and maximize fiscal resources which allows us to serve a broader and more comprehensive patient demographic base. We are a brand new healthcare, tech-enabled services startup headquartered in Chicago, IL.
Position Overview:
We are excited to announce an opportunity for the position of Patient Champion Lead! This role is pivotal in providing comprehensive clinical support within our organization. The successful candidate will be responsible for delivering essential quality assurance, and clinical assistance. An aptitude for rapid learning, identifying areas for enhancement, and fostering team relationships will be key. This role reports directly to the VP of Clinical Services.
Grapefruit Health is hiring for its very first Patient Champion Lead! This position will play a critical role in our delivery of healthcare services. The Patient Champion Lead will have the opportunity to oversee the work of 20-40 patient champions, ensuring that they are delivering quality work, that they are trained appropriately, and that they have what they need to be successful. In addition, this role will also act as a patient champion approximately 50% of the time.
Job Responsibilities:
Clinical Outreach (50%)
- Reach out to patients through lively phone calls, vibrant emails, and engaging text messages to share all the amazing services and resources available. This includes but is not limited to medication adherence, post-discharge phone calls, provider engagement, annual wellness visits, HEDIS gap closure, and community needs assessments. Let’s make every interaction memorable!
- Maintain sharp and accurate records of outreach efforts and patient interactions in our database, ensuring that every detail is noted with precision and flair!
- Dive into the creative process! Help design eye-catching outreach materials and develop innovative strategies that truly resonate with patients and inspire engagement
- Field inbound calls as needed and return calls to patients for specific issues or needs
Quality Assurance (25%)
- Support quality analysis reviews on patient outreach calls
- Escalation of quality concerns to leadership for review
- Review calls and documentation enthusiastically and offer valuable feedback to help them shine and make a real difference.
- Other quality assurance work as assigned
Educating/Onboarding (25%)
- Lead the charge in training and supporting Patient Champions! Review their calls and documentation enthusiastically and offer valuable feedback to help them shine and make a real difference.
- Stay ahead of the game! Immerse yourself in the latest company services, policies, and healthcare trends, becoming a go-to resource for accurate and exciting patient information.
- Ensuring the Patient Champions are educated and onboarded with what they need to be successful in their role
Qualifications
- 5+ years of providing direct patient care experience required within the last 8 years
- 2+ years of interacting with patients over the phone experience required
- Experience must come from one of the following
- Medical Assistant Certification, Certified Nursing Assistant, Licensed Practical Nurse, or Certification/Degree in healthcare related field
- Excellent verbal communication skills demonstrating empathy, respect, restatement, open-ended questions, active listening, public speaker, and diplomacy with a diverse customer population
- Ability to develop rapport and maintain positive, professional relationships with a variety of patients and staff
- Expert in medical terminology
- Need to be comfortable documenting and collecting data
- No fear of learning new platforms and applications
- Must have managed at least one person prior or have a strong interest in becoming a leader
- Basic computer skills, including Excel and Google Workspace
- Engaging and cheerful conversationalist really enjoys speaking with and interacting with people
- Strong desire to work for a startup and can appreciate the demands that are associated with this
- Incredibly confident and bold
- Live within 100 miles of Chicago, IL
Personal Requirements
- Everyone sells. You will not be responsible for directly selling but you will be asked to support the sales process as a member of the organization as needed.
- Growth Mindset - always looking to support the growth of our community so that we can positively impact the most people possible. Everyone sells at Grapefruit Health.
- Highly organized and a knack for attention to detail
- Self-starter - seeks out opportunities to continually grow the organization and themself
- Honest and acts with integrity (to do the right thing even when no one is watching)
- Innovative and creative in your work
- Can adapt to an ever-changing environment and roadmap
- Has a knack for solving problems with few resources
- Is curious about everything and always looking to learn more
- Ambitious and motivated
- Everyone has bad days, but is positive to be around and brings out the best in people
- Loves to work independently and as a part of a team, depending on the situation
- Expert at time management, knowing when they need to work more or less hard to accomplish the goal
- If you can make people laugh, or like to laugh, that is a bonus!