Patient Care Operations Specialist

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you.

In 2014 Carrum reinvented the Center of Excellence (CoE) category in digital health. We are the only company in this space with a digital platform and mobile app powering this novel marketplace. Today, most of the US population lives within a 3 hour driving distance of a Carrum CoE and our providers rank in the top 10% nationally. Our team's execution has been recognized by the venture community and we've raised more than $50M in aggregate from investors like Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study and featured as a Harvard Business School (HBS) case study.

Patient Care Operations Specialist - Job Description

We're rebuilding healthcare from the ground up and optimizing Patient Care will play a critical role in our success. We've experienced tremendous growth in the last few years and we're looking to bring on someone who can embody our company mission and values with each patient interaction they have. For this Operations role, we are also seeking someone who will work collaboratively to develop the infrastructure needed to support the Patient Care team and to ensure the patient experience meets the Carrum standard.

The heart of Carrum Health is a seamless and highly personalized patient experience; and this is enabled by our Patient Care team. You will be responsible for providing comprehensive, non-medical support throughout the entire episode of care, serving as the patient's biggest advocate and creating a welcoming and comforting end-to-end experience. You will provide peace of mind and be a dedicated guide to patients during the surgical process, allowing them to focus on their health while you handle all the details.

You will also be responsible for supporting the operations of the Patient Care team by working with other teams to improve, optimize, and implement processes, workflows, and technologies. You will leverage your expertise, tech savviness, and skillset to drive improvements that will not only create a better experience for patients but also allow the team and company to better manage the care we provide to patients.

The salary range for this role is $50k - $60k plus bonus, depending on level of experience and geographic location.

You're excited about this opportunity because you will…

• Work cross-functionally to improve technology, systems, resources, services, policies, and workflows that shape the patient experience and ensure patients receive appropriate and high quality care
• Support tech-related problem-solving in coordination with the Patient Care, Technology, Data Analytics, Provider Operations, Customer Success, and Finance teams
• Assist in managing patient travel needs and other patient coordination efforts
• Collaborate with other Patient Care team members to continuously evaluate where procedures can be streamlined or policies updated
• Test patient-facing and internal tools and provide feedback prior to release
• Support reporting, information management, and data collection/cleaning for the Patient Care team, the Operations team, and in partnership with other teams

We're excited about you because…

You have a driving passion for making a positive impact on the healthcare industry and you believe there is a better way to deliver top-quality medical care to patients. You are passionate about helping others and creating systems that allow you and your team to focus less on tedious tasks so that they can focus more on serving our patients. You also thrive in a fast-paced environment and enjoy tackling projects where needed. We hope to see from you:

• Your experience as a care navigator, care coordinator, or customer services representative (preferred: 1 to 3+ years of experience)
• Excellent interpersonal skills - people who tend to be successful in this role are those who are empathetic, courteous, friendly, and helpful
• A natural understanding of what high-touch customer service and support entails
• Familiarity with system-level healthcare processes and issues
• Expertise in hospital administration, Patient Care Operations, medical insurance, digital health, public health, pilot studies, clinical trials, or healthcare technology
• Exceptional oral and written communication skills
• Ability to tactfully and effectively handle potentially upset patients
• Discretion in working with confidential information
• Superior judgment, problem solving, and organizational skills
• Highly proficient with Google Suite and Microsoft Office
• Experience with product management and supporting the development of an iterative home-grown digital platform used by multiple stakeholders
• Knack for troubleshooting things that shouldn't break, improving processes as they're live, synthesizing imperfect information into actionable insight, and creatively solving problems with foresight

Why you'll love working with us…

• We're a funny, hard-working, humble, and compassionate group motivated to make waves in healthcare.
• We're solving one of today's most complex problems and need sharp, creative minds like yours to help us achieve success.
• You can bring your authentic self to work every day and are encouraged to help others do the same.
• We are a successful, fast-growing company at the forefront of the health and technology industries.
• We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
• We've partnered with some of the largest employers in the country and top hospitals like Stanford Health Care, Scripps Health, Johns Hopkins, Rush Health, and Providence have joined our platform.
• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback.
• We carve out time to let go of work to celebrate our successes and have fun.
• We have adapted to Covid-19 and are fully remote without any loss to our culture and the relationships we have built
• You'll feel proud that the work you do each day directly impacts thousands of people's lives in very big ways.