National Care Concierge- Remote, Contractor
About MD Ally:
Each year, millions of non-emergency calls are made to 911 that decrease ambulance availability, overcrowd EDs, and drive billions in excess costs. MD Ally is a 911 triage & telehealth solution that allows EMS to triage non-emergency patients to virtual care saving limited, emergency services. Our mission is to enable greater connectivity between 911 & the broader healthcare ecosystem.
As a National Care Concierge/Patient Navigator, you will serve as the first point of contact for 9-1-1 patients that are connected to MD Ally. Similar to First Responders and 9-1-1 dispatchers, you will utilize your training and experience to provide a seamless “9-1-1-to-telehealth” experience for MD Ally’s patients. You will be responsible for greeting callers, executing patient intake, and matching the patient with the appropriate care resources.
Your Key Responsibilities:
Work within MD Ally’s proprietary platform to greet callers in real-time as they are referred over from Public Safety partners.
Greet patients in a compassionate and respectful manner.
Use clinical background to perform a secondary triage process that ensures the patient is an appropriate candidate for MD Ally services.
Guide patients and providers through troubleshooting and AllyNet navigation protocols.
Proactively de-escalate situations involving dissatisfied patients, offering patient assistance and support.
Collect patient demographic and medical history information.
Work in collaboration with telehealth providers to ensure a safe, effective, and efficient telehealth experience.
Coordinate patient follow-up care and referrals to external services; arrange alternative transportation for external services when needed.
- Collect patient co-pays and payments for services rendered.
Experience with Patient Navigation, Care Coordination, or Call Center Operations
Experience with high call volumes or call center operations
Experience in urgent care, virtual care, emergency medicine settings, call centers, social Work, behavioral health, or mental health support is preferred
Strong communication, both written and verbal
Great active listening and conflict resolution skills
A patient and empathetic attitude
Adaptability and flexibility
Comfortable working in fast-paced environments
Troubleshooting skills, and ability to overcome challenges
Quiet and secure work space.
MD Ally Values
Bias for Action -- We are a growing team and an evolving product. We want a team of executors to drive the company forward.
Act Like an Owner -- Look around and take on work that needs to be done. Execute on the fundamentals, and act creatively to drive growth.
Always Be Learning -- We are creating a new vision for the 911 industry. Be adaptable, creative and learn from others and our customers.
Empathy, Trust, Candor -- Always be upfront and honest with the team and our business partners.