Client Registration Assistant

Location: St. John's

Client Registration Assistant (Healthcare Navigator)  Work from Home - Anywhere in Newfoundland and Labrador  Full time Opportunities  This role would work off of a shift work schedule that could include mornings, days, evenings, overnights, weekends, split shifts and holidays
Fonemed is a dynamic and innovative Virtual Healthcare company committed to delivering exceptional services to our clients. We are currently seeking motivated and detail-oriented Virtual Client Registration Assistants to join our team. This is a fantastic opportunity for individuals who thrive in a remote work environment and possess excellent organizational and communication skills.
This position will serviceFONEMED’s U.S. and Canadianoperations including Newfoundland and Labrador's811 Health Lineand Mental  Health Crisis Line. Calls received can vary greatly in subject matter and complexity. Our Client Registration Assistants must be attentive and engaged listeners who are comfortable registering patients with concerns related to all health care matters and who have a strong customer service mindset and desire to help others.

Position Overview  Through virtual care, we meet and provide care for individuals where they are. Fonemed provides 24/7 nurse advice and telehealth services to callers throughout Canada and the U.S. who need assistance in assessing their health symptoms, as well as advice regarding appropriate follow up care. Our Client Registration Assistant’s are the first point of contact for patients of our clients who are calling in with health-related concerns.

Obtaining key demographics from patients, opening patient’s charts in our system, and registering the patients to be seen virtually. This position plays a large role in ensuring patients of our clients receive appropriate care in a timely manner, as well as creating an overall positive patient experience for our callers.
Role Requirements   Must 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.
Scheduling and Availability Requirements  Full time in a 0.8 FTE (32 hours per week) would include a schedule that can include mornings, days, evenings, overnights, weekends and holidays and a weekend rotation of 2 weekends on/1 weekend off.  Fully open availability is required at this time as we will not be able to work around other schedules .
Education and Qualifications   Minimum education level of a High School Diploma
Office administration or medical office administration certificate ordiploma is considered an asset
Previous experience in customer service and/or a call center environment preferred
Excellent 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 provide a clear criminal background check

What We Offer   $18.20/hour starting rate of pay with annual increases
Additional $2.00/hour…