Patient Care Advocate - Remote

Overview

About Rely Health At Rely Health, we leverage a comprehensive suite of technology tools to ensure every patient receives personalized support throughout their healthcare journey. Our patient care navigators utilize AI-driven solutions, multi-channel communication platforms, and real-time data analytics to provide high-quality, cost-effective, and accessible care to diverse communities across the United States. By combining human empathy with technology, we aim to ensure comprehensive, efficient, and accessible care navigation for all patients, regardless of location or circumstances.

Our solution reduces worry and frustration for patients and their families while improving health outcomes and reducing the total cost of care.

The Care Advocate guides patients and their families through the care journey by combining human interaction and technological tools to facilitate a seamless experience during the intake process and through appointments. The Care Advocate helps reduce worry and frustration for patients, families, and caregivers by increasing communication, coordination, and efficiency across the healthcare and transportation system. Activities include: assisting patients with completing medical forms using technology;

obtaining referrals or authorizations; arranging transportation; contacting patients prior to appointments to ensure follow-through; documenting patient advocacy activities; maintaining knowledge of and collaborating with local healthcare-related resources and insurance plans; and keeping patients, their families, and caregivers apprised of care management. The Care Advocate contributes to building the technology platform to support transitions through the patient’s care journey. Acting as a personal patient concierge, strong customer service and communication skills are essential and will include heavy use of phone (inbound and outbound), email, and AI chat.

You will be responsible for understanding patient and/or provider requests and connecting patients to the appropriate resource. Success is based on results-oriented goals and metrics.

• Provide advanced coordination across multiple patient care pathways using AI-enabled workflows.
• Establish relationships and serve as the primary point of contact for patients and their families or caretakers.
• Assist patients requiring support with digital forms and surveys, utilizing AI tools to streamline the process.
• Facilitate patient engagement through proactive outreach and digital communication tools.
• Clearly communicate purposes and services available to patients, family members, and caregivers.
• Coordinate transportation into or out of a care setting.
• Maintain frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in initiatives.
• Aide in customer service and patient experience by maintaining a non-judgmental, calming presence and relaying feedback to appropriate staff.
• Investigate and resolve patient/provider inquiries and concerns in a timely manner.
• Perform duties in compliance with HIPAA and protect patient information.
• Develop expertise in insurance benefits and exclusions related to treatment.
• Maintain documentation of client encounters in appropriate software and complete reporting per program standards.
• Enter detailed information into company proprietary software while communicating with patients.
• Disclose relevant training, experience, and credentials to ensure patients understand the Navigator’s scope of practice.
• Analyze patient data to identify care gaps and initiate outreach based on performance metrics.
• Collaborate with AI tools to streamline patient interactions, focusing on higher-acuity cases.
• Meet key performance indicators…