Manager, Patient Enrollment And Onboarding

Job Title: Manager, Patient Enrollment and Onboarding

Location: Remote

Reports to: Director, Patient Support

Department: Clinical Services and Support

Key Relationships: Clinical Services, Sales, Business Operations, Device Operations, Quality

About Podimetrics:

Founded in 2011, Podimetrics set out on a mission to improve patient lives through early detection and prevention of diabetic foot ulcers, the leading cause of lower limb amputations. Podimetrics has since evolved to become a rapidly growing virtual care management company with advanced technology and patient-centered services.

Today, Podimetrics teams with and provides solutions to patients, payers and providers that alleviate the health and financial implications of diabetic foot complications in high-risk populations. We are a mission driven, financially responsible enterprise that enables patients to stand on their own feet and live more independent and fulfilling lives.

Core Values:

• People First: We care for our people: team, patients, clinicians & health plans, and stockholders.
• Empathy & Compassion: We seek to understand and take action to improve.
• Respectful Candor: We are direct in communication and work to create an environment where all can share their perspectives without risk of repercussions.
• Active Curiosity: We are deeply curious, always striving to learn more and do better.
• Resourcefulness: We are deliberate in our investment of team and capital, creating opportunity regardless of resources.
• Do the Right Thing: We do the right thing, consistent with our values, even when it is challenging.
• Enjoy the Ride: We are going to have a lot of fun doing it.

ABOUT THE ROLE

The Enrollment and Onboarding Manager will be a critical member of the Clinical Services & Support team, responsible for oversight of Patient Enrollment, onboarding, and activation activities, strategizing patient contact, driving patient satisfaction,ensuring a steller patient experience, while ensuring the timeliness and accuracy of patient interactions.

KEY RESPONSIBILITIES

• Responsible for the oversight of the Onboarding activities for new patients with focus on improving efficiency in the process
• Develop and implement effective Onboarding strategies tailored to specific health plans.
• Hire, train, manage and motivate a team of Enrollment and Onboarding Specialists.
• Monitor and analyze Activation metrics to identify areas of improvement.
• Provide regular reports/updates to upper management on completion rates, activations, and objectives.
• Set clear expectations. Ensuring team members are achieving desired service levels and meeting performance standards and enabling appropriate incentives and/or taking corrective action, as needed.
• Answers team member questions, guiding them through difficult calls or issues, diffusing intense telephonic interactions, and handling issues that cannot be fielded by representatives
• Collaborating closely with Clinical Managers to ensure smooth patient transition from nonclinical to clinical support teams.
• Oversee a team of Enrollment and Onboardingt Specialists completion of
  • Inbound and Outbound contacts to conducting in-depth onboarding sessions for patients, explaining the SmartMat device and remote monitoring process
  • Initiation of the intake process, including the development of a patient profile with the aim to identify, understand, and facilitate patient preferences
  • Documentation of pertinent health information, including medical, surgical, and social histories.
  • Documentation of accurate and concise patient/family feedback during each call in our software applications/systems
  • Assistance to patients in setting up and understanding the use and benefits of the SmartMat device and the remote monitoring program
  • Working closely with the clinical team and convey subjective findings or any inquiry requiring clinical direction

REQUIREMENTS

• Experience managing, motivating and mentoring a team.
• Excellent communication and collaboration abilities, with a proven track record of working effectively in cross-functional teams.
• Experience using Five9 Supervisor Plus platform to monitor and assist a team of users in real time.
• Experience in using and customizing self-service reporting tools and platforms.
• Self-motivated with a strong sense of ownership, accountability and flexibility.
• Experience or interest in persuasive speech to influence patients and team
• Strong troubleshooting and problem-solving abilities to quickly resolve issues that arise

Benefits:

• Pay Rate - $80,000
• Flexible Paid Time Off
• 16 weeks of paid parental leave.
• Competitive Medical, Dental, and Vision plans – Podimetrics covers 80% of premiums.
• Health Savings Account.
• Health Reimbursement Account.
• Employee Assistance Program - Free, confidential advice for team members who need help with stress, anxiety, financial planning, and legal issues.
• 401k; match up to 4%.
• Life Insurance - Podimetrics pays 100% of the cost of Basic Life & Personal Accident
• Disability insurance – Podimetrics pays 100% of the cost of Short-Term and Long-Term Disability Insurance.
• Additional life insurance, critical illness, and accident coverage available.

Podimetrics is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.