MEDvidi Looking for Senior Patient Care Specialist – India at Delhi Cantonment, Delhi, India Full Time

Job Title: Senior Patient Care Specialist – India

Department: Clinical Care Support

Who we are:

MEDvidi is an online mental healthcare provider. Our main office is located in San Francisco, California USA. Our team includes qualified and licensed mental health professionals specializing in treating emotional and mental ailments. We provide online ADHD treatment and the best anxiety, depression, stress, OCD, and insomnia treatment. Going to the specialist’s facility for treatment can be difficult and time-consuming for both patients and their loved ones. MEDvidi offers a convenient, efficient, and cost-effective way to receive treatment in the comfort of your own home.

Today, our team comprises of talented employees, located worldwide, providing support to a wide range of customers. While most of our employees are remote, many have the opportunity to work on-site at any of our global office locations. Visit our careers website to learn more about opportunities at MEDvidi.

About the Role – Duties, Requirements & Features:

Receive Incoming Calls:

• Handle incoming calls from patients, regarding any issues related to appointment, pharmacy, prescriptions, and/or refund issues. All refund-related queries will be directed to refund department.
• Address inquiries related to follow-up appointments, medication, and general healthcare concerns (3 Level Directed Templates).
• Provide accurate information and assistance to ensure a positive experience for callers.

Provider / Doctor Assistance:

• Be present and attentive during the designated provider’s/ doctor’s working hours to ensure seamless patient and provider/ doctor experience.
• Ensure timely and accurate completion of tasks from patient or provider/ doctor.
• Ensure that all tasks of their assigned provider/ doctor(s) are taken care of on a priority basis.
• Provide required assistance to the provider/ doctor to successfully complete the visit, be on-time for the appointment, sending prescriptions, and communicate any delays between the provider / doctorand patient for transparent communication.
• Update Leads / Managers in case of clinical issues and unique queries.

Email and Chat Support:

• Respond to emails and chat messages promptly, addressing patient and provider/ doctor concerns.
• Maintain clear and concise written communication while adhering to company guidelines.
• Collaborate with cross-functional teams to resolve issues and escalate when necessary.

Pharmacy Change Assistance:

• Assist patients and providers/ doctors in navigating pharmacy changes, including updating prescription information and coordinating with pharmacies.
• Ensure seamless transitions and timely communication to all parties involved.
• Ensure all daily tasks are taken care of on a priority basis.
• Anything related to a patient’s pharmacy, prescription, and side-effects need to be documented into their medical records via CRM and communicated to the provider /doctor immediately.

Appointment Scheduling:

• Ensure all new and returning patients of the assigned provider /doctor are scheduled as soon as possible.
• Conduct thorough screening of patient’s documents, identity, and past medication history as per the company and assigned provider’s/doctor’s preferences and protocols.
• Ensure all documentation is complete prior to the appointment.
• Reschedule appointments as and when needed.
• Communicate with the patient before, during, or after the appointment as directed by the provider/doctors.
• Ensure that the visit charts are updated by the provider/doctor after successful completion of each appointment.
• Encourage provider /doctor to schedule the next follow up appointment during the visit.

Issue Resolution:

• Identify and analyze problems reported by patients or providers / doctors work towards effective resolutions and ensure all cases are taken care of on a priority basis.
• Collaborate with internal teams and external teams to address and resolve issues, ensuring a high level of PT & Provider/doctor satisfaction.
• Keep a record of any complaints regarding your assigned provider/doctor and submit to QA Manager on an urgent basis to ensure compliance and resolution.

Documentation and Reporting:

• Maintain accurate and detailed records of all Patients & Pharmacy interactions, ensuring documentation is up-to-date and all notes to be added in the CRM properly.
• Keep a weekly and monthly record of patients who do not show up to the appointment with your assigned provider/doctor. Share the list with QA Managers for review and further processing.

Creating a diverse and inclusive workplace is one of MEDvidi’s core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities, and perspectives.

If you have a relevant skill set and want to start your career with the fast-growing development team in town, this is for you.

Email: [email protected]

Requirements:

Needed experience:

• 5-6 years working experience – Telehealth Provider/Doctor Care Department.

Technical Skills Required:

• Worked on HubSpot.
• Sales Force.
• HealthCare Software.
• Time Management.
• Fluent in English.

Soft Skills Required:

• Team Player.
• Relationship Building.
• Active Listening.
• Communication.
• Problem Solving.
• Decision Making.