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Dotados de tecnología, nuestros navegadores de atención al paciente no solo garantizan interacciones de alta calidad, sino que también hacen que la atención integral sea más rentable y accesible para todos los pacientes.\r\nEl Defensor del Paciente guía a los pacientes y sus familias durante toda la trayectoria de atención combinando la interacción humana y herramientas tecnológicas para facilitar una experiencia fluida desde el proceso inicial de admisión hasta sus desplazamientos hacia y desde las citas médicas. El Defensor del Paciente ayuda a reducir la preocupación y la frustración de los pacientes, familias y cuidadores al mejorar la comunicación, coordinación y eficiencia en todo el sistema de atención médica y transporte; realiza diversas actividades, entre otras: ayudar a los pacientes a completar todos los formularios médicos para la clínica mediante el uso de tecnología; obtener referencias o autorizaciones; organizar el transporte; contactar a los pacientes antes de las citas según sea necesario para asegurar el seguimiento; documentar las actividades de defensa del paciente; mantener conocimiento y colaborar con recursos locales relacionados con la salud y planes de seguro;; y mantener informados a los pacientes, sus familias y cuidadores sobre la gestión de la atención. El Defensor del Paciente será fundamental para ayudar a construir la plataforma tecnológica que apoye las transiciones durante la trayectoria de atención del paciente.\r\nActuando como un concierge personal del paciente, se requieren sólidas habilidades de servicio al cliente y comunicación, e incluirá un uso intensivo del teléfono (entrantes y salientes), correo electrónico y chat de inteligencia artificial. Será responsable de comprender las solicitudes del paciente o del proveedor y conectar a los pacientes con el recurso adecuado. El éxito en este puesto se basa en objetivos y métricas orientadas a resultados.\r\n\r\nHorarios disponibles (zona horaria PT): \r\n8:00 a.m. a 4:30 p.m. \r\n10:30 a.m. a 7:00 p.m.\r\n\r\nNavegación de Atención en el Centro de Apoyo al Paciente\r\n Proporcionar coordinación avanzada en múltiples vías de atención al paciente utilizando flujos de trabajo habilitados por tecnología\r\n Establecer relaciones y actuar como punto de contacto principal para los pacientes y sus familiares o cuidadores.\r\n Ayudar a los pacientes que necesitan apoyo con formularios y encuestas digitales, utilizando herramientas de IA para agilizar el proceso.\r\n Facilitar la participación del paciente mediante contacto proactivo y herramientas de comunicación digital.\r\n Comunicar claramente los propósitos y servicios disponibles a los pacientes, familiares y cuidadores.\r\n Trabajar con el paciente para coordinar el transporte hacia o desde un entorno de atención\r\n Mantener contacto frecuente con la dirección del cliente o del hospital/clínica para ayudar con otras tareas asignadas para participar en iniciativas del cliente o del hospital/clínica.\r\n Colaborar en el servicio al cliente y la experiencia del paciente manteniendo una presencia empática y calmada, y transmitiendo comentarios o problemas del paciente al personal clínico o de experiencia del paciente correspondiente.\r\n Investigar y resolver consultas y preocupaciones de pacientes/proveedores de manera oportuna.\r\n Realizar funciones cumpliendo con la Ley de Portabilidad y Responsabilidad de Seguros de Salud (HIPAA) y entender la importancia de proteger la información del paciente.\r\n Desarrollar experiencia en beneficios y exclusiones de seguros relacionados con el tratamiento.\r\n Mantener documentación de todos los encuentros con clientes en aplicaciones o herramientas de software adecuadas; completar los requisitos de informes según los estándares del programa.\r\n Ingresar información detallada en el software exclusivo de la empresa mientras conversa con los pacientes.\r\n Revelar completamente la formación, experiencia y credenciales relevantes para garantizar que los pacientes comprendan los servicios que el navegador está calificado para ofrecer y abstenerse de cualquier actividad que pudiera considerarse de naturaleza clínica.\r\n Analizar datos del paciente para identificar brechas en la atención e iniciar acciones de contacto basadas en métricas de rendimiento.\r\n Colaborar con herramientas de IA para agilizar las interacciones con los pacientes, centrándose en casos de mayor gravedad.\r\n Cumplir con indicadores clave de rendimiento, incluidos niveles de servicio, volumen de llamadas, adherencia y estándares de calidad.\r\n Asistir regularmente a reuniones de equipo con participación activa y colaboración.\r\n \r\nIntegración Tecnológica\r\n Probar y utilizar nuevas herramientas o funciones del producto.\r\n Proporcionar retroalimentación constructiva, completa y honesta sobre mejoras del producto y operativas de manera oportuna.\r\n Participar regularmente e integrar nuevas soluciones tecnológicas en el proceso de navegación virtual de la atención para aumentar la eficiencia laboral y garantizar experiencias fluidas para los pacientes.\r\n Permanecer adaptable y receptivo a la evolución continua de las soluciones tecnológicas en el sector de la salud, incluidas actualizaciones de software, nuevas herramientas y plataformas de comunicación digital.\r\n Participar en sesiones y talleres de capacitación regulares para garantizar competencia en todas las plataformas tecnológicas adoptadas.\r\n Utilizar plataformas tecnológicas para monitorear y comunicarse con los pacientes mediante herramientas educativas y de cribado, iniciar o proporcionar coordinación de citas y enviar recordatorios oportunos.\r\n \r\nRequisitos\r\nCualificaciones mínimas requeridas:\r\n Diploma de escuela secundaria o GED\r\n Experiencia en servicio al cliente.\r\n Capacidad para mantener un alto nivel de productividad de forma autónoma\r\n Experiencia trabajando en un entorno de centro de llamadas\r\n Experiencia en el ámbito de la salud\r\n Cualificaciones preferidas:\r\n Experiencia como cuidador.\r\n Experiencia trabajando con personas en hospitales o entornos de salud pública.\r\n Experiencia trabajando con poblaciones desatendidas.\r\n Conocimiento de las prácticas y políticas comunes de Medicare, Medicaid y aseguradoras comerciales\r\n Personas con experiencia vivida.\r\n Velocidad de mecanografía de 40+ ppm\r\n Experiencia documentando en sistemas de historias clínicas electrónicas o similares\r\n Experiencia usando tecnología, aplicaciones y software\r\n \r\nCompetencias (Conocimientos/Habilidades/Capacidades):\r\n Conocimiento de terminología médica.\r\n Conocimiento de la Ley de Portabilidad y Responsabilidad de Seguros de Salud (HIPAA) y las normas y prácticas sobre Información de Salud Protegida (PHI).\r\n Conocimientos prácticos de habilidades informáticas utilizando sistemas MacOS, internet, Microsoft Word, Excel, Outlook, herramientas de Google Workspace (por ejemplo, Drive, Docs, Sheets, Slides, Calendar, Meet), plataformas de videoconferencia y otras herramientas basadas en navegador.\r\n Demostradas habilidades sólidas de orientación al servicio al cliente, comunicación digital (texto, correo electrónico) y etiqueta telefónica.\r\n Capacidad para comunicarse eficazmente y con precisión tanto verbal como por escrito.\r\n Capacidad para mantenerse organizado y gestionar prioridades concurrentes.\r\n Capacidad para trabajar dentro de plazos establecidos como parte de un equipo de atención o de forma independiente.\r\n Capacidad para desarrollar relaciones con pacientes y miembros del equipo de atención.\r\n Capacidad para escuchar respetuosamente al paciente y al equipo de atención sin interrupciones para comprender las necesidades, expectativas, valores y perspectivas del paciente; hacer preguntas adecuadas para asegurar la comprensión; y responder apropiadamente.\r\n Capacidad para usar lógica y razonamiento para abordar problemas e identificar soluciones alternativas.\r\n Solucionador de problemas flexible y creativo.\r\n Actitud no juzgadora y energética.\r\n \r\nRely Health no discrimina a ninguna persona por motivos de raza, credo, color, religión, género, orientación sexual, identidad/expresión de género, origen nacional, discapacidad, edad, información genética (incluyendo antecedentes médicos familiares), condición de veterano, estado civil, embarazo o condición relacionada, ni por ninguna otra base protegida por la ley. Rely Health se compromete a cumplir con todas las leyes nacionales, estatales y locales aplicables relativas a la no discriminación y la igualdad de oportunidades.\r\nCondiciones de Trabajo\r\nEl trabajo se realiza en un entorno remoto. Requiere uso frecuente del teléfono y computadora. Se espera períodos prolongados sentado en el escritorio, trabajo en computadora y lectura.\r\n\r\nLas declaraciones anteriores tienen la intención de describir la naturaleza general y el nivel del trabajo realizado por las personas asignadas a este puesto. No son listas exhaustivas de todos los deberes, responsabilidades, conocimientos, habilidades, capacidades y condiciones de trabajo asociadas con él.\r\nRely Health no discrimina a ninguna persona por motivos de raza, credo, color, religión, género, orientación sexual, identidad/expresión de género, origen nacional, discapacidad, edad, información genética (incluyendo antecedentes médicos familiares), condición de veterano, estado civil, embarazo o condición relacionada, ni por ninguna otra base protegida por la ley. Rely Health se compromete a cumplir con todas las leyes nacionales, estatales y locales aplicables relativas a la no discriminación y la igualdad de oportunidades.\r\nBeneficios\r\n 401(k)\r\n Seguro dental\r\n Seguro médico\r\n Seguro visual\r\n Discapacidad a largo y corto plazo y seguro de vida\r\n Reembolso de tecnología\r\n Tiempo libre pagado (vacaciones, enfermedad, festivos)\r\n Licencia parental pagada\r\n Desarrollo profesional\r\n Reembolso de tecnología\r\n \r\n Fecha estimada de inicio: Fechas de inicio continuas a partir de mediados de octubre de 2025.\r\n Ubicación: Remota, CA u OR\r\n Estado FLSA: No exento\r\n Estado del empleo: Tiempo completo \r\n Horario de trabajo: Turnos de 8 horas de lunes a viernes \r\n Vehículo requerido: No\r\n Viajes requeridos: Ninguno\r\n Reporta a: Gerente de Programa Regional\r\n Compensación: $20-$28/hora. 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