Jobs in Portland, ME

About the role

You will own the non-clinical patient experience, from   initia l   onboarding  through treatment scheduling, ongoing support, and completion of the patient’s treatment program. You will initially take a hands-on role in speaking with patients, scheduling appointments, answering questions, obtaining required documentation, and resolving concerns. This role will serve as  an important role  in  building and maintaining  Luminate’s  patient-facing communications and supports . You will build a robust patient support infrastructure ,  develop  a social support program for patients,  and  maintain   all patient-facing compliance documentation.

What you'll bring

• 3–5 years’ prior experience in patient support, patient access, care coordination, patient navigation, healthcare scheduling, medical practice administration, healthcare customer service, or a related patient-facing role.
• Demonstrated experience communicating directly with patients by telephone and in writing, including answering questions, scheduling appointments, and supporting patients through a healthcare service.
• Experience managing sensitive or difficult patient conversations with empathy, professionalism, and  appropriate escalation.
• Strong organizational and process-management skills, with the ability to manage multiple patients, appointments, documents, and competing priorities.
• Demonstrated attention to detail when managing patient records, consents, disclosures, or other documentation  required  before treatment or another healthcare service can  proceed.
• An understanding of the importance of patient privacy and experience working with protected health information  in accordance with  HIPAA or similar healthcare privacy requirements.
• An ability to distinguish between non-clinical patient-support requests and questions or concerns that must be escalated to nursing, medical, pharmacy, quality, or compliance leadership.
• An ability to create clear, patient-friendly written materials, call scripts, process documents, and standard operating procedures.
• Experience using patient scheduling, electronic health record, CRM, case-management, or customer-support systems.
• Comfort working in an early-stage environment where patient-support processes and systems are still being developed, and a willingness to take a hands-on role in operating and improving those processes.
• Experience working with cancer patients or patients living with serious or chronic illnesses.
• Experience building or improving a patient-support, patient-access, scheduling, or healthcare contact- center  function.