Patient Experience Specialist I

About Duo Health

Duo Health is a new type of medical group designed around the needs of patients with chronic kidney disease and their physicians. Our unique Health Mobilization™ platform partners multidisciplinary care teams with community nephrologists and activates all the other clinicians, facilities, and community organizations necessary to treat the whole patient on their own terms. Our team is comprised of leaders in value-based health care, technology and behavioral science who share a vision for advancing health equity one relationship at a time.

Job Description

This role will join our fast-growing Experience team responsible for bringing to life the trust and relationships core to Duo Health’s mission. The Patient Experience Specialist I role is responsible for initiating the relationship between patients and Duo Health and maintaining an exceptional patient experience.

The Patient Experience Specialist works cross-functionally as part of the centralized engagement operations team and with dedicated in-market care teams and patient populations. This role reports into the Experience function of Duo Health’s Medical Group Operations, working closely with each market’s leadership.

This role holds primary responsibility for initial patient outreach on all attributed membership, appointment scheduling, tasking and follow-ups, digital engagement execution, patient experience tracking, and additional engagement activities. This role is also expected to work closely with specific Duo Health care teams, comprised of advanced practice providers, social workers, and care navigators to get patients engaged in Duo’s clinical model and maintain engagement and satisfaction.

The ideal candidates for this role are those who enjoy meeting new people, can establish rapport, are comfortable addressing questions, and familiar working within EMR and/or CRM systems with dashboards and protocols.

This is a remote role, but candidates must be located in the Jacksonville area.

Duties And Responsibilities

• Ability to independently foster relationships with patients and their caregivers; engage with patients daily, providing a warm and welcoming onboarding and ongoing experience for them and their families.
• Ability to educate patients about Duo Health and its partners; provide clear, accurate and helpful information regarding Duo Health’s model of care and relationships with other providers.
• Communicate with both patience and passion for explaining complex topics to seniors, chronically ill, and their caregivers.

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• Listen actively to patients' concerns and objections, ensuring that they are resolved in a timely and satisfactory manner.
• Maintain proper documentation of patient interactions, dispositions, and satisfaction outcomes.
  
  
  

Requirements

• Associates’ degree or equivalent combination of education and experience
• Two years of experience in patient relations/advocacy, customer service or related field
• Bilingual in both English and Spanish a plus
• Must be located in Florida
• May substitute required experience with equivalent years of education beyond the minimum education requirement
• Proficient in Microsoft Office (including Outlook, Word, Excel, and PowerPoint), databases, and internet
• Familiarity with computer systems and software applications including Electronic Health Record (EHR), and Customer Relationship Management (CRM) software(s)

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• Excellent interpersonal and communication skills, with the ability to empathize and provide emotional support
• Preferred: knowledge of medical terminology and healthcare processes
• Strong problem-solving and decision-making abilities
• Attention to detail and accuracy in documenting patient interactions
  
  
  

Working for Duo

• Competitive medical, dental and vision plans
• Paid maternity and paternity leave
• 401k plan with company matching
• 4 weeks of PTO and paid holidays
• A mission-driven approach to each and everything that we do, with an overall goal to improve health equity and health outcomes.