Patient Onboarding Specialist

About AndHealth

AndHealth is dedicated to transforming access and outcomes for challenging chronic health conditions. Our mission is to make world-class specialty care reachable and affordable for everyone. We collaborate with health systems, community health centers, and independent practices to eliminate barriers to care, guaranteeing that all individuals receive the care they deserve.

Role Overview

We are seeking a Patient Onboarding Specialist to join our Central Scheduling team, the front line of AndHealth. This position is vital to guiding patients through their healthcare journeys with empathy, accuracy, and sound judgement. Unlike typical back-office scheduling, this role involves resolving issues promptly, anticipating obstacles, and ensuring patients feel fully supported throughout their care experience.

Responsibilities

• Manage patient scheduling across multiple service lines, making informed decisions that balance urgency, clinical priorities, and patient requirements in a fast-paced environment.
• Handle the complete referral process by interpreting and processing incoming referrals, scheduling patients accordingly, and accurately documenting outcomes in both partner EHRs and internal systems.
• Act as the initial problem solver for calls from patients, partners, or other stakeholders; assess needs, resolve issues when possible, or connect callers to the appropriate team member promptly.
• Proactively prepare patients for their first visit by managing complex pre-appointment tasks such as insurance verification, consent forms, medical records retrieval, questionnaires, and identifying potential barriers like transportation or social determinants impacting care.
• Deliver exceptional interaction experiences combining empathy, initiative, and technological proficiency to support patients and assure partners of our commitment.
• Ensure timely communication by promptly returning calls, accurately documenting outcomes, and keeping patients and care teams updated throughout the process.
• Collaborate with colleagues to refine procedures, design workflows, and provide feedback aimed at enhancing tools and systems as the department expands.
• Maintain patient confidentiality and trust by adhering strictly to HIPAA and data privacy regulations, alongside meticulous and timely documentation.
• Continuously pursue excellence by meeting service standards related to responsiveness, conversion rates, patient readiness, and documentation quality, while seeking innovative improvements.

Qualifications

• Bachelor’s degree is preferred but not mandatory.
• Experience in the healthcare sector is desirable.
• Strong verbal and written communication abilities.
• Effective interpersonal skills with a focus on relationship-building.

Benefits & Work Environment

• Supportive work culture valuing both employees and patients equally.
• Dynamic startup atmosphere encouraging risk-taking, fast learning, creativity, and collaboration.
• Opportunities for personal and professional growth within a team of skilled and kind colleagues offering diverse perspectives.
• Eligibility for full-time staff to participate in a comprehensive benefits package including Medical, Dental, Vision insurance, Paid time off, Short- and Long-Term Disability, among others.
• Quiet and accommodating workspace, with flexibility for disabilities.
• Job duties involve regular sitting, standing, speaking, seeing, and hearing.

Equal Opportunity Employer

AndHealth is an equal opportunity and affirmative action employer committed to diversity and inclusion, considering applicants without regard to race, religion, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status.

Supervisory Responsibilities

This role does not involve supervisory duties.