Care Advocate

About Tomorrow Health

Tomorrow Health enables exceptional healthcare for patients and their families in the place they want to be most — home. At Tomorrow Heath, we build technology that rewires the way home-based care is ordered, delivered, and paid for. Tomorrow Health connects patients, providers, health plans, and home-based care suppliers, to ensure patients receive the correct and timely care they need to remain healthy at home.

We believe in putting patients first, that many perspectives are stronger than one, and in treating those we serve just as we would our own family members. We hope you’ll join us if you’re passionate about improving healthcare delivery, leveraging technology to help people, and working in a collaborative, diverse environment.

The Team

The Customer Experience team is responsible for handling inbound and outbound inquiries from patients, providers, suppliers, and other clients via phone, fax, and email, along with processing orders to ensure a smooth patient experience. 

The Role

As a member of our Customer Experience Team, you will be working at the heart of what sets us apart. You will manage order intake, performing internal workflows to capture and process patient orders end-to-end, remotely engaging with patients and caregivers by doing outreach via phone, email, and other communication platforms, and interfacing with our healthcare partners. You should embrace the flexibility of an early-stage startup. We’re looking for those who have the capability and desire to work in rapidly-changing environments with many moving pieces.

Responsibilities

• Interact with our patients and providers via phone, email, and text. These interactions may include: 
  • Order intake and prescription retrieval with providers
  • Order confirmations with patients and providers
  • Order status updates with suppliers and patients
  • Policy and eligibility clarification with health insurance payors
• Utilize internal resources and tools to manage multiple types of outreach simultaneously and with different stakeholders, ensuring that all patient needs are being met in a timely manner 
• Process orders by reviewing faxes, documentation and prescriptions and processing orders in our internal order management system
• Proactively employ a sense of persistence and urgency to ensure patients are cared for and their orders are processed in a timely manner
• Communicate with all stakeholders tactfully and professionally

Requirements

• 2+ years of experience in a customer success or customer service role; healthcare experience or knowledge is preferred
• Deep interest in improving customer experience and the ability to see the connection between customer experience and overall business growth 
• An empathetic, collaborative person with experience working in fast-paced and high-growth environments 
• Bilingual English and Spanish (fluency in reading, writing, and speaking) is a plus 
• An excellent communicator with comfort and competency to speak with multiple clients a day; professional phone etiquette along with excellent verbal, written, and interpersonal skills
• Ability to multitask, manage time effectively, stay organized, and maintain attention to detail 
• Proficient computer skills including Google Suite, Salesforce or other CRM systems, ticketing systems like ZenDesk; Slack a plus
• This is a remote position, so you will be required to have the following: High-speed internet access and access to a HIPPA compliant private workspace
• Ability to work eastern hours; available shifts are 8am-4:30pm EST or 9am-5:30pm EST 

Benefits 

• 100% employer-paid medical, dental and vision benefits
• HSA and FSA (Dependent Care and Commuter)
• Fully covered membership in One Medical for on-demand primary care, and Teladoc for 24/7 virtual care
• 12 weeks of paid parental leave for all caregivers
• Free mental health support with BetterUp through CONCERN EAP
• Short-term, and long-term disability plan availability
• Company-sponsored Life and AD&D insurance
• Educational reimbursement
• Monthly wellness stipend
• Commuter Benefits
• Access to Vanguard 401k plan
• Unlimited vacation and 11 corporate holidays

Salary range for this position: $45,000 - $49,000/yr, depending on experience and qualifications, plus equity

Learn more about our core values and working with us on our careers page and Interview Guide! 

Tomorrow Health is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.