Patient Navigator

About Override:

Override Health is a leading chronic pain telehealth company founded in 2021. Override bridges the gaps in traditional, fragmented pain care through virtual teams of chronic pain-trained physicians, physical therapists, and behavioral health workers who individually treat chronic pain patients and collaborate with each other to optimize patient outcomes. Coupling chronic pain specialty services with a mobile app experience, this integrated care model creates a more supportive, effective clinical experience that arms patients with the tools to become self-managers of their own pain experience and broader health. Override is supported by best in breed healthcare venture capitalists like 7wireVentures, Martin Ventures, and SignalFire. Read more about Override’s story here: .

About the role:

As a Patient Navigator, you will be the first point of contact for all patients joining Override. You will act as a sales leader helping patients to understand Override’s various offerings, helping them choose the right one, and onboarding them onto the technology platform. You will enhance the patient experience through providing excellent and empathetic customer support.

This role is a contract position estimating 20-30 hours per week, with the ability to turn into a full-time role after 3-6 months.

Responsibilities:

• Serve as a subject matter expert on Override’s services, actively interacting with potential patients to highlight the benefits of Override’s model and encourage enrollment
• Conduct patient onboarding sessions, guiding patients through the process of joining Override
• Verify patient insurance eligibility in real time
• Manage all inbound customer support communications (phone, messaging, email) and ensure all messages are answered in a timely fashion
• Collaborate closely with healthcare providers and other team members to ensure a seamless patient experience
• Assist physicians with scheduling patients and troubleshooting scheduling issues
• Maintain clear communication with management about overall customer service and escalate issues accordingly
• Collaborate closely with clinical operations team members to optimize workflows and enhance overall efficiency

Must-have qualifications

• 2+ years experience in a customer service or patient support role, preferably in a healthcare setting or digital health startup
• Exceptional communication skills, both verbal and written, with a strong ability to convey empathy and build rapport with patients
• Ability to work effectively in a fast-paced environment and adapt to changing priorities and processes
• Strong organizational skills and attention to detail, with the ability to multitask and prioritize workload effectively
• Ability to use digital tools and platforms, with a willingness to learn new technologies as needed

Nice-to-have qualifications

• Experience with chronic pain and/or telehealth services

Perks and Benefits:

• $20/hour with the opportunity of quarterly bonuses based on meeting performance goals
• Fully remote work
• Ongoing opportunities for professional growth and development

Job Type: Contract

Schedule:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• Can you briefly describe your previous experience working in a healthcare-related role? What do you like about working in healthcare? If you have not worked in healthcare, why do you want to join a digital health company?
• In your previous roles, how have you managed insurance verification processes and handled front office duties? Can you provide an example of a time when you successfully helped a patient with an administrative task?
• How comfortable are you with explaining complex healthcare services to patients and persuading them to enroll? Please share an example of a time when you effectively communicated the benefits of a service to a patient and successfully convinced them to proceed. If you do not have healthcare experience, please share an experience in another industry.

Work Location: Remote