Private Client Specialist

This is a remote role, ideally in Boca, Florida

Who We Are Looking For:

Crisis 24 is seeking a positive, motivated, and detail-oriented individual to join our Private Client Concierge Team. In this role, you will be the primary contact with members, with an expectation of always providing the highest standard of high-touch customer service. Your role will be crucial to building and maintaining trusted relationships with members and to providing world-class service for all members’ needs.

This role does not require medical training or experience but does work in a team supporting member needs relating to their healthcare, such as (but not limited to) scheduling and coordination of internal and external appointments, requesting medical records, and research relating to personal and travel health.

What You Will Work On:

• Provide the highest standard of positive and professional customer service to members throughout all interactions.
• Respond to member inquiries via email, telephone, or video in a timely and professional manner always conscious of HIPAA requirements and member preferences/permissions
• Liaison with other healthcare providers, especially including members’ primary providers (often a concierge physician), including obtaining and organizing relevant health information, scheduling, and follow up.
• Provide administrative and clinical support to medical providers to care for member needs in a responsible, positive, timely, and professional manner.
• Track and support all open medical cases for assigned member base to ensure a high level of patient care.
• Participate in annual (or more frequent) HIPAA and GDPR training and ensure all regulations are followed.
• Document all interactions with members accurately, thoroughly, and timely within the company software systems.
• Prioritization of workload and the ability to manage your time and meet deadlines.
• Meet regularly with the team manager and medical providers to review member needs and workload.
• Provide accurate and detailed information about products and services to members as requested.
• Assist members with medical equipment and service orders as needed.
• Identify opportunities and provide feedback to enhance customer service operations.
• Participation in a rotating after-hours standby schedule to support providers and members in urgent situations.
• Assist with special projects as requested.

What You Will Bring:

• Associate's degree preferred; High School diploma or GED required
• A minimum of 3 years in an office with customer service experience; Experience in a healthcare setting preferred.
• Demonstration of a high-level of professionalism, patience, empathy, and urgency always.
• Demonstration of the ability to problem-solve with urgency and thoughtfulness.
• Excellent written and verbal communication skills.
• Proficiency in using basic computer applications, including Microsoft Office products, prior experience with an electronic medical record application is preferred.
• Ability to handle sensitive and confidential information with professionalism and discretion.
• Must agree to and pass a background investigation geared to suitability for handling sensitive information.