Patient Care Coordinator

Company Description:

Quartet is a leading tech-enabled behavioral health company that works with health plans, systems, and provider groups to deliver speed to quality behavioral health care for all. Through sophisticated data and analytics, along with personalized services, Quartet exists to advance quality care as defined by four measures: speed to care, seamless patient experiences, improved health outcomes, and affordability. The company is backed by venture funding from top investors including Oak HC/FT, GV (formerly Google Ventures), F-Prime Capital Partners, Polaris Partners, Deerfield Management, Echo Health Ventures, Centene Corporation, and Independence Health Group.

We are deeply committed to growing a diverse team and an equitable and inclusive culture where all Quartetians are empowered to be themselves and do their best work. We know this is vital in realizing our mission to improve the lives of people with mental health conditions. 

About the team & Opportunity:

The Patient Care Coordinator is responsible for working directly with patients within a mental health virtual clinic setting. We support patients who have been referred to the clinic and strive to make the process as seamless as possible. Our goal is to provide an expedient and excellent experience to patients by getting them to see a clinician as soon as possible. The Patient Care Coordinator supports our providers and the delivery of our clinical model inclusive of registering new patients, scheduling, following up with patients, obtaining medical records, enabling coordination of care, and collaborating with the treatment team. 

This role is Full Time and will require the candidate to work PST hours. 

Accountabilities:

Patient Interactions:

• Oversee front desk functions including registering new patients, scheduling/rescheduling, answering the phones.
• Support patients who may have acute mental health needs by orienting them to the clinic, and ensuring their needs are being met. 
• Apply motivational interviewing strategies to health and wellness discussions with patients to surface needs and support their care journey.
• Work directly with patients via inbound calls to resolve any barriers.
• Support and de-escalate patients experiencing a crisis situation or acute mental health symptoms, while connecting them to appropriate team members. 

Administrative duties:

• Document patient interactions in the electronic health record.
• Become proficient in Quartet technology, tools, messaging, and workflows. 
• Establish a core understanding of Quartet's product, in order to successfully route a patient to the right care.
• Complete patient registration process: gather appropriate consents and financial information, assess telehealth capabilities, schedule patients with appropriate providers.
• Enable the coordination of care with internal and external providers. 

Measures of success:

• Ability to prioritize daily workloads to ensure patients are finding the care they need in a timely manner.
• Provide exceptional customer service to patients while connecting them with care.
• Going the extra mile when necessary to support the patient's journey and impacting quality of life and clinical outcomes. 
• Demonstrate exceptional engagement skills to quickly build rapport with patients and provide excellent customer service while connecting them to care. 

Collaboration:

• Be proactive and show initiative in solving complex patient issues. 
• Work cross-functionally with multiple internal and external teams to improve patient outcomes.

Minimum Qualifications:

• 2+ years experience working in a healthcare specific field required
• Experience and comfort with swift tactical changes and fast paced environment
• Displays passion and care when interacting and caring for patients with mental health needs
• Displays organizational skills and ability to self-start
• Experience working in a team-based environment, enjoys assisting other team members when they are in need of assistance on a task, duty, or project.
• Customer service and relationship based orientation around serving and supporting others with high needs.

Preferred Qualifications:

• Experience working with patients with behavioral health needs
• Foreign languages (Spanish, Portuguese a plus)
• Experience working in a technology and services environment
• Bachelor's degree in a health and wellness related field a plus

Employee Benefits for Quartet include: Generous v