Patient Care 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.

At the heart of Carrum Health is a seamless and highly personalized patient experience; and this is enabled by our Care Management Team. As part of the Care Team, the Patient Care Specialist is 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 be the ultimate champion for the patient experience

You're excited about this opportunity because you will…

• Be the voice of Carrum Health to our patients throughout their journey.
• Guide patients through the Carrum program, from initial onboarding through the completion of their surgery.
• Provide comprehensive non-medical instruction, support, and guidance to patients in understanding the cost and quality implications of their decision.
• Serve as the patient advocate and liaison while partnering with the clinical teams at Carrum's Centers of Excellence.
• Collaborate with other Care Management team members to continuously evaluate where procedures can be streamlined or policies updated.
• Work cross-functionally to ensure the patient's voice is addressed in everything from product enhancements to marketing and customer success.
• Ensure an individualized, high-touch experience for each Carrum patient.
• Proactively monitor, identify, and communicate gaps and issues that may impact any aspect of the Patient care journey.
• Occasional evening and weekend monitoring of escalations, especially for traveling patients.

We're excited about you because…

You are a seasoned healthcare professional who has worked directly with patients to ensure a high quality and seamless experience. Your track record speaks for itself, but you're yearning for an opportunity to take your experience and apply it to a fresh new opportunity that is poised for enormous growth.

We hope to see from you:

• A minimum of 2 years of experience as a patient care navigator, health navigator, care coordinator, or customer services representative in a healthcare setting
• Commitment to providing the highest level of service through the right mix of empathy, professionalism, and integrity
• A natural understanding of what high-touch patient care and support entails
• Basic understanding of clinical terminology
• Excellent written and verbal communication skills including speaking with clarity and concision, a courteous and professional tone, active listening, ability to build trust and rapport
• Appropriately handle confidential information and adhere to HIPAA requirements
• Ability to communicate patient's needs across the organization and with our Centers of Excellence
• Strong "patient first" values
• An entrepreneurial spirit, creative problem solving, and innovative thinking
• A natural self-starter who is comfortable working independently
• The ability to problem solve and think creatively
• Experience working with Google Suite, Microsoft Office, and Slack is preferred, but not required
• Spanish language experience is preferred, but not required

Why you'll love working with us...

• We're a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You'll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future.
• We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include Walgreens, US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine.
• We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same.
• We carve out time to let go of work to celebrate our successes and have fun. We're all working remotely right now, but find time to plan events in our respective areas to bring local Team Members together. Some activities we have enjoyed included group dinners, bowling, golfing(Top Golf), and hiking. We have also enjoyed fun, online with holiday costume contests, arts and crafts, musical events, weekly meditations, and gratitude sessions.
• You'll feel proud that the work you do each day directly impacts people's lives in big and meaningful ways.