Salary Range: 45000 to 48000 (Currency: USD) (Pay period: per-year-salary)

Are you looking for a role in a company that’s solving one of the greatest challenges of our lifetime? Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone... and we’re looking to bring more people onto our team to help us achieve it.

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We’ve been successfully operating in 14 states for almost four years and we’re excited to continue our growth. We are a team of doctors, scientists, startup veterans, and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.

Care Coordination at Ophelia

As one of the first members of the Ophelia team that a patient will interact with, our Care Coordinators are integral to creating a best-in-class patient experience that supports Ophelia’s ability to grow and achieve our mission.

As a Patient Engagement Specialist, you are the Care Coordination team’s first point of contact for patients. You will be highly available for patients, creating a rich and safe patient experience, quickly understanding and addressing patient’s concerns and needs. The support provided will align with our Ophelia Care Model and CC Service Offering, intended to keep patients in care and improve patient outcomes.

In this role, you will follow defined processes and protocols that ensure our patients receive consistent, high-quality care. You will manage all inbound communication, quickly assessing the urgency of the need and either managing or triaging to the most appropriate team. You will engage directly with Ophelia patients providing support across a wide range of areas including scheduling visits with a member of the Ophelia clinical team, supporting and finding ways to improve visit attendance, UDS coordination, maintaining and updating patient data, technology troubleshooting, and discharging patients.

To be successful in this role you will become proficient in various technology platforms and channels of communication that Ophelia team members use to communicate and support our patients. You will be quick and efficient in delivering compassionate, patient-centered communication that enables access to visits, triaging medical concerns, addressing requests promptly, and ensuring adequate documentation. This role reports to the Patient Engagement Specialist Lead Care Coordinator.

The schedule for this role will be Tuesday-Saturday, with the hourly schedule as follows: Saturday, 8:30-4:30p ET; Tuesday- Friday, 10:30-6:30p ET. (Please note that your first month will be 9-5p ET, Monday-Friday.)

In this role, you will:

Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients needing assistance
Prioritize effectively across multiple channels: switching between SMS, EMR, phone, meetings, and Slack to deliver patient-centered care
Provide patients with advocacy, in the form of emotional support, de-escalation, education, and modeling good problem-solving behavior
Use effective written skills to complete professional documentation through various platforms
Follow Ophelia’s policies and maintain all confidentiality, compliance, and ethical standards
Work autonomously and as part of a team within established procedures and practices
Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

We’re looking for someone who has:

Experience delivering outstanding patient experience or customer support, ideally at a consumer-focused healthcare company
Strong organizational skills and a keen eye for detail: experience maintaining patient records and accuracy in responses
Tech-savvy: comfortable using various computer platforms, with navigating new systems, and efficient in tech-related tasks
Experience working in a high-volume communication environment, ideally within a ticketing system or similar tool
A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively
An aptitude for resilience and adaptability to change that is frequent in a start-up environment
Flexibility to work some combination of evenings and or weekends and occasional Holidays

Our Benefits Include:

Remote work anywhere in the United States
Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
20 days of PTO per year
10 company holidays
$1,000 Work From Home Stipend
401k Contribution Platform
Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

#LI-Remote

Interested in learning more about Ophelia and this role? Apply below!

Patient Support Specialist

Ophelia

Compensation Overview

In this role, you will:

We’re looking for someone who has:

Our Benefits Include:

6 month growth

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2 year growth

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