Lead Customer Service Associate - FuzeRx

Fuze Health is a company focused on healthcare services, and they are seeking an experienced Lead Customer Service Associate/Medical Assistant to support their Operations Management department. The role involves providing solutions to patient inquiries, leading training classes, and collaborating with leadership to enhance service quality.

Responsibilities:

• Day to day monitoring and supporting program and teams' needs including but not limited to: program knowledge support, technical support, leadership and mentoring support
• Quality & Assurance of Calls
• Supporting Escalations, Taking De-escalation Calls
• Support inbound calls from patients interested in our program
• Making outbound calls
• Support Process Improvements by Revising and Creating Workflow Docs
• Lead Training Classes for new hires
• Managing Attendance
• Partnering with Leadership including but not limited to: reporting trends, sharing team feedback, help initiate new processes
• Care Coordination Conducting outbound calls to reach patients recently discharged from the ER
• Assist with scheduling appointments, handling patient questions, and transferring to the appropriate UHG departments when applicable
• Assist with admin tasks to support patient care coordination
• Work collaboratively with team members and our provider network to maintain an excellent model focused on patient care and high quality service
• Become an expert with our software solutions, including but not limited to Truepill EMR, Slack, and Five9
• Work duties as assigned

Requirements:

• High School Diploma or GED equivalent
• Medical Assistant Certificate/Diploma from an approved school/institution or equivalent documented training (i.e. military medic, EMT, etc.)
• 1-2 years experience with healthcare-related customer support
• Telehealth Patient Care: Provide remote patient care and support through telehealth platforms
• Virtual Assessments: Conduct virtual patient assessments, including reviewing medical histories and current symptoms
• Medical Documentation: Accurately assess and document patient conditions, histories, and care interactions
• Patient Education: Educate patients and their families on medical conditions, medication adherence, and self-care practices
• Care Plan Collaboration: Work closely with other healthcare providers to develop and implement individualized care plans
• Regulatory Compliance: Maintain accurate records and ensure adherence to healthcare regulations and privacy laws
• Continuous Education: Stay up to date with medical advancements, telehealth protocols, and best practices through continuing education
• Compassionate Communication: Demonstrate empathy, professionalism, and effective communication in all patient interactions
• Strong computer skills and knowledge of electronic medical records
• Ability to speak and write effectively at a high school graduate level
• Ability to solve problems and identify solutions
• Ability to demonstrate customer service skills in interactions with all patients, families, and staff including in high-volume and stressful situations
• Ability to work independently as well as an integral part of the patient care team
• Ability to follow instructions and standard operating procedures
• Experience in Telehealth
• Experience with startups
• Located in or willing to work CST or PST hours