Private Client Specialist

Job Title: Private Client Specialist

Department: Private Strategic Group (Medical)

Reports To: Head of Strategic Private Client Member Operations

Job Description:

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 to provide the highest standard of high-touch customer service at all times. Your role will be crucial to building and maintaining trusted relationships with members and to provide world-class service for all member 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.

Responsibilities:

• 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.

Skills/Requirements:

• Associates 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 at all times.
• 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.

Information Security

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.