Salary Range: $24.1000 - $37.0500 /hour. Actual compensation may vary based on geographic location, work experience, skill level, and education.
Overview of Compass
Hoag Compass is on a journey to re-imagine the world of primary care. Traditional health care is reactive, focusing on sick care and once-a-year exams. Compass takes a proactive approach to health care by adopting lifestyle and integrative medicine practices to optimize patient health throughout their lives so they can live healthier, longer.
Compass includes expanded diagnostics that check 100+ biomarkers, a nutrigenomic (DNA) test, personalized care plans based on patient data, ongoing support, and quarterly retesting of abnormal labs to monitor progress towards goals. Throughout the patient’s journey with us, we address 4 pillars of health – nutrition, exercise, sleep, and mental health – through clinician-led care plans, ongoing guidance from the Health Coaches, and therapy with a Clinical Psychologist.
Patients have a dedicated team to help manage their care, including appointment scheduling, insurance questions, coordination with specialists and other members of the patient’s care team, and prescription refills. Compass comes with an accompanying mobile application experience that provides the continuity of care between patients and our expanded care team. Patients can message with the team at any time through the app for support.
The Care Coordinator Role
Care Coordinators play a crucial role in the patient experience and establishing and maintaining a robust operational foundation within our organization. By leveraging their expertise in phone skills and customer service, they contribute to the seamless delivery of healthcare services and continuously seek ways to enhance the overall membership and clinical experience.
This role will deliver an exceptional member experience in all member interactions and throughout all care delivery. This role will need to utilize a strong organizational ability and proactive mindset to assist in sustainable administrative processes and identify areas for improvement in operational workflows. Demonstrate excellent phone skills and customer service abilities while providing effective administrative support to our Providers, Health Coaches, other Care Coordinators, Member Concierge, and Members.
This is an on-site FTE, non-exempt position working Monday through Friday, 8am to 5pm. Days and hours may change, subject to the needs of the clinic.
Primary Duties and Responsibilities
Maintain a full comprehension of Compass clinical operations, tools (i.e. Epic, Provider app, Teams, Outlook) and workflows to maximize administrative support across the clinical practice.
Provide Clinician and Health Coach support with chart prep, scheduling, appointment follow up tasks, in app message requests, and Epic inbasket requests.
Schedule and conduct welcome calls with new members to onboard them to Compass and schedule their first round of appointments.
Assist with daily practice operations such as answering inbound phone calls, insurance and ID verification, managing in app messages, ongoing patient check-ins, and proactive patient reach outs.
Assist clinical teams with administrative member-requests and overflow tasks as needed, including medical record requests and coordination, insurance invoice requests, and clinical letters of medical necessity.
Provide practice-wide messaging and phone coverage, triaging time-sensitive messages, escalating to management on-call, and resolving member inquiries.
Strive to meet and exceed performance metrics in support of seamless member experience including acquisition, retention, patient engagement, and patient satisfaction scores.
Collaborate with the Digital Product team to resolve technical issues, optimize workflows, and provide member feedback and improvements that impact the digital experience.
Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions.
Maintain a positive and professional demeanor at all times and reflect Hoag’s commitment to exceptional customer service.
Assist practice-wide pilots and initiatives as applicable
Qualifications
3+ years in health care, care coordination, patient experience, or member concierge.
Bachelor’s degree or equivalent preferred.
Proven experience at an innovative health care company, preferably a membership based company where technology was used to facilitate care.
Excellent verbal communication skills, with a clear and pleasant phone voice.
Strong listening skills and the ability to empathize with customers' concerns.
Exceptional problem-solving abilities, with a focus on finding creative and effective solutions.
Experience using an electronic medical record system, working with clinical notes, and reading lab results is a plus, but not required.
Attention to detail with a knack for organization and clarity
Flexibility; things change often and we need someone who can adapt quickly.
Education and Experience
High School diploma or equivalent
Bachelor’s degree
3+ years of patient access or related
About Hoag
Hoag is a nonprofit, regional healthcare delivery system in Orange County, California. Delivering world-class, comprehensive, personalized care, Hoag consists of 1,800 top physicians, 15 urgent care facilities, 10 health and wellness centers, and two award-winning hospitals. Hoag offers a comprehensive blend of health care services that includes seven institutes providing specialized services in the following areas: cancer, digestive health, heart and vascular, neurosciences, spine, women's health, and orthopedics through Hoag's affiliate, Hoag Orthopedic Institute, which consists of an orthopedic hospital and four ambulatory surgical centers. Hoag is the highest-ranked hospital in Orange County by U.S. News & World Report and the only OC hospital ranked in the Top 10 in California, as well as a designated Magnet® hospital by the American Nurses Credentialing Center (ANCC). For more information about Hoag careers, visit careers.hoag.org.
Hoag is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Hoag is committed to the principle of equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. Hoag hires a diverse group of people in a manner that allows them to reach their full potential in the pursuit of organizational objectives.
Nearest Major Market: Irvine California
Nearest Secondary Market: Los Angeles
Job Segment: EMR, Gastroenterology, Administrative Assistant, Vascular, Urgent Care, Healthcare, Administrative
Hoag Memorial Hospital Presbyterian (with its affiliates, collectively referred to as “Hoag”) recognizes the concerns about protecting the privacy of information provided by general users of our websites, online locations, apps and services.
This Privacy Policy describes how Hoag treats information about you that Hoag collects and acquires through
www.hoag.org and other websites, online locations and apps of Hoag (collectively, the “Sites”), offline interactions other than those involving your medical information. By using the Sites or Hoag offline services or by clicking
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or Hoag’s general services, and do not provide information to Hoag or click on Hoag's digital advertisements.
This Privacy Policy does not apply to the practices of companies or providers that Hoag does not own or control or to people whom Hoag does not employ or manage.
1. How We Collect Information
Hoag collects information through your online and offline general interactions with Hoag and the Sites, such as:
Signing up for an email newsletter through the Sites;
Signing up for community education classes or other events;
Filling out an online submit form to request an appointment or for a Hoag representative to call you back
Email signup forms filled out at community education classes, Hoag facilities, or at an event;
Entering a Hoag survey, sweepstakes, contest or giveaway;
Contacting Hoag customer service or support, or providing feedback;
Making an online, in person or telephone purchase of a class or other non-medical services from Hoag;
Registering for an online account;
Transacting business with Hoag;
Visiting or browsing the Sites and/or third party websites or apps.
We also may acquire information from other sources (such as offline records or publicly available information) and from vendors and other third parties, some of which partner with Hoag or with an ad display network utilized by Hoag. Non-personally
identifiable information also may be obtained by these other sources from inferences based upon the sites you visit, third party data, information you share on other websites, social media platforms and applications, or demographics derived from profiles
or accounts that you create, to the extent permitted in their privacy policies.
2. What Information We Collect
Hoag may collect the personally identifiable information that you give to us in connection with your general interactions with Hoag. Personal information you provide may include:
Your name, home address, email address, and phone number and comments;
Order history and preferences for services and product offerings;
Employer name and work address;
Financial information;
Social security number;
Date of Birth;
Payment information, such credit or debit card number or other payment method;
Billing and shipping information;
Passwords.
We also may collect or acquire non-personally identifiable information, such as:
IP address, general geographic location such as the city from which your computer or device is connecting to the Internet, web browser type and version, operating system, the type of computer or device you use to connect to the Sites or third
party websites and apps, or other technical information about your visit to the Sites;links clicked, webpages requested and visited, timestamps, or other navigational information about visits to the Sites such as your activities while visiting the
Sites and the content you access or view, websites you visit prior to and after visiting the Sites, and information regarding your Internet location when you see Hoag's ads and whether you click on such ads, and information regarding your age,
gender and interests with respect to products and services.
If you provide personally identifiable information to Hoag through the Sites, we may be able to connect non-personally identifiable information such as your IP address to you.
The Sites use Google Analytics, a web analytics service provided by Google, Inc. ("Google"). Google Analytics uses cookies or other Collection Technology (as defined below) to collect and store anonymous information about you, which may include
the non-personally identifiable information described above. You can read Google Analytics' privacy policy at
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"Remarketing with Google Analytics" to place ads on other sites directed to people who visited the Sites.
"Google Display Network Impression Reporting" to report how people's interactions with Hoag's ads relate to their visits to the Sites.
Hoag may use personal information as described in this Privacy Policy. We primarily use non-medical personalinformation to provide services to you, for example:
Providing you with access to your online account
Improving your web experience;
Completing purchases of or registering your participation in community education classes and other events;
Emailing you to confirm or remind you of purchases or participation;
Administering surveys, sweepstakes, contests or giveaways (for instance, to deliver a prize you may have won in a contest);
Sending you information via e-mail or postal mail about our services, appointment reminders, offers and news that may be of interest to you;
Respond to your communications, communicate with you about our services, provide you with customer service and support, and attend to tasks relating to your transactions with Hoag.
We use non-personally identifiable information to improve the Sites, enable Site features and enhance our services.
For example, we may analyze how our Sites are used to:
Improve the browsing experience for the Sites;
Analyze the performance of the Sites and diagnose problems;
Administer the Sites;
Carry out internal operations.
Your non-personally identifiable information also may be used to analyze and develop advertisements and advertising campaigns provide you with special offers and promotions and determine the effectiveness of same.
Hoag also may use your non-personally identifiable information to present you with targeted content and advertisements (including on third party websites and apps) based on your past visits to the Sites and your non-personally identifiable information
collected over time by us and third parties, optimize and determine the effectiveness of content and advertisements, analyze your interactions with the content and advertisements you are presented with, and how these interactions relate to your visits
to the Sites. Some of our third party partners participate in the Digital Advertising Alliance's Self-Regulatory Program for Online Behavioral Advertising and allow consumers the ability to opt-out of targeted advertising based on web activity
tracking. For more information regarding the foregoing, please
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parties after clicking the link following the instructions provided therein. You may need to re-click the link and follow the instructions provided therein if you delete cookies or other Collection Technology or use a different computer, device or
browser.
Hoag may combine information we collect from you with information available from other sources (such as offline records or publicly available information) and use the combined information for the purposes described in this Privacy Policy.
Information collected through the Sites and other aspects of our business may be stored and processed in the United States or in any other country in which we or our affiliates or agents maintain facilities. By using the Sites and Hoag’s general
services, you expressly consent to any such transfer of information outside the United States.
4. Disclosures to Third Parties
Hoag does not share, sell or rent any personal information that you provide to us under this Privacy Policy to third parties, except with your consent or as described in this Privacy Policy. We do not share, sell or rent personal information to third
parties for their direct marketing purposes.
We may share personal information with our affiliates and third parties such as our service providers whom we engage to perform services on our behalf, such as:
Shipping or delivery services;
Payment processors or billing services;
Consultants or affiliates.
We also may share personal information:
As required by law or to comply with law enforcement or other government agencies;
To protect the rights, safety, or property of Hoag or others;
To enforce the Terms of Use;
To establish or exercise our legal rights or defend against legal claims;
To protect against threats, illegal activities or fraud;
With a third party or successor in the event of any reorganization, merger, sale, joint venture, assignment, or disposition of all or any portion of our business or operations.
Hoag may use and share non-personally identifiable information with third parties for a variety of purposes including, without limitation, marketing and promotional services for Hoag; website evaluation; remarketing, data analysis; and/or to perform the
other tasks described in Section 3 above. We also may de-identify personally identifiable information (remove information that could be used to identify a person) and share it in aggregated form with third parties, advertisers and business partners
to analyze usage, demographics or interests, improve our products or services, improve user experience, or for similar purposes. We will not re-identify such data and we will ask our contracting parties to agree to keep the data in its de-identified
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5. Cookies and Other Collection Technology
A cookie is a piece of data stored on your computer. When you visit the Sites, your web browser may store cookies on your computer or device, or your computer or device may be exposed to other technologies such as web beacons, pixels, gifs or tags ("Collection
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features of the Sites may not work properly with cookies or other Collection Technology disabled. Cookies or Other Collection Technology also may be used by any third party websites for which a link is placed on our Sites.
We also may work with other companies who use tracking technologies, including cookies or other Collection Technology, to serve ads on our behalf across the internet. These companies may collect non-personally identifiable information about your visit
to the Sites and about your interaction with our communications, including advertising and emails.
6. Do Not Track Mechanisms
At this time, Hoag is unable to universally respond to a "Do Not Track" or other "opt-out" mechanism that has been activated by a user through their web browser and, except as otherwise provided herein, does not alter its policies
if a user activates same.
7. Your Opt-Out Choices
If you subscribe to our email newsletter, you may opt-out by following the instructions contained within the email or by calling us at 1-877-833-9741.
If you would like to update your mailing information or want your name and address removed from Hoag’s marketing direct mailing list you can give us a call at 1-877-833-9741.
8. Children’s Privacy
Children under the age of 13 are prohibited from using the Sites. If you are a parent or guardian and believe that Hoag may have inadvertently collected personal information from your child, you may contact Hoag at
feedback@hoag.org or 1-877-833-9741 and request that your child’s personal information be deleted.
9. Data Security
We have taken reasonable technical and operational precautions in order to protect personal information stored by Hoag from unauthorized access, misuse or loss. Our security procedures are monitored regularly and updated in line with technological progress.
No transmission of data over the internet is guaranteed to be completely secure. It may be possible for third parties not under the control of Hoag to intercept or access transmissions or private communications unlawfully. While we strive to protect personal
information, neither Hoag nor our service providers can ensure or warrant the security of any information you transmit to us over the internet. Any such transmission is at your own risk.
Hoag is not responsible for the acts and omissions of any third parties.
10. Links
You may have the opportunity to follow a link on the Sites to other websites operated by third parties that may be of interest to you. Hoag endeavors to link only to reputable websites related to your areas of interest. Because these other websites may
not be hosted or controlled by Hoag, we are not responsible for the privacy practices of those websites or the content provided thereon.
11. Changes To This Privacy Policy
The Privacy Policy may be revised from time to time as new features and services are added, as laws change, and as industry best practices evolve. Any changes to our Privacy Policy will be shown by posting the new Privacy Policy at
https://www.hoag.org/Legal/Privacy-Policy.aspx. You should check the Last Revised Date shown above on a regular basis for the most current privacy practices.
Any changes in the Privacy Policy will take effect upon posting, but material changes will not apply to information collected from you before the Last Revised date, unless we provide notice or have other communication with you.
12. California Immunization Registry
Hoag may share your immunization or tuberculosis (TB) screening test records with the California Immunization Registry (CAIR), a statewide, secure and confidential database of patient immunization information. The CAIR is used by health care professionals,
agencies, and schools to keep track of all shots and TB tests you take, and can provide proof about immunizations needed to start child care, school, or a new job. If you do not want your immunization or TB records to be shared with other registry
users, please fax or email the “Decline or Start Sharing/Immunization Information Request Form,” available on the CAIR website at
https://cairweb.org/cair-forms/, to the CAIR Help Desk at 1-888-436-8320 or
CAIRHelpDesk@cdph.ca.gov
13. Your California Privacy Rights
If you are a California resident and have provided personal information to Hoag, you are entitled by law to request certain information regarding any disclosure that may have been made by Hoag to third parties of personal information for their direct
marketing purposes. To make such a request, send an email specifying that you seek your “California Customer Choice Privacy Notice.” Please allow thirty (30) days for a response. Hoag is required to respond to only one request per customer
each year, and is not required to respond to requests made by means other than through the above email address.
We will not share your personal information with third parties for their direct marketing purposes if you request that we do not do so. You may make such a request by sending us an email at
feedback@hoag.org.
When contacting us, please indicate your name, address, email address, and what personal information you do not want us to share with third parties for their direct marketing purposes. Please note that there is no charge for controlling the sharing of
your personal information or for processing this request.
14. Questions
If you have questions about Hoag’s privacy practices, you may contact us at
feedback@hoag.org, 1-877-833-9741, or Hoag Memorial Hospital Presbyterian, One Hoag Drive, P.O. Box 6100, Newport Beach, CA 92658-6100, Phone: 949-764-HOAG (4624).
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Hoag Hospital is committed to providing equal employment opportunities to all employees and applicants for employment. We do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national
origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
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