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VIRTUAL CHAT COMPANION II - DIGITAL

Department:  Digital
Status:  Temporary
Shift:  3rd

~ Looking for weekends 7pm-7am

 

Primary Duties and Responsibilities

 

The Digital-Virtual Chat Companion is an integral part of Hoag’s new mobile application for new parents who deliver at Hoag hospital.

 

The Chat Companion application provides emotional and educational support to a mother and family who has recently given birth. The Companion’s purpose is to support women in having a safe, memorable, and empowering birth experience.

 

The Companion will assist  Hoag patients and users in navigating their new life with their newborn and postpartum journey and beyond by being available to answer on-demand questions, provide advice and recommend resources such as wellness services, classes, and events to aid in the wellness journey. The Chat Companion is responsible for proactively engaging with patients and users by providing scheduling and reminders of upcoming appointments and classes.   

 

The Chat Companion application connects patients and users to internal clinical resources that can further help with questions and provide guidance. We believe that providing our patients with a premium experience is essential to this role. The Companion learns the needs of the patients and users and relates them to the products and services that can best support them.

 

VIA chat, through a custom website platform, the Chat Companion solves problems quickly and provides and exceptional experience to users while being calm, empathetic, and patient. The Companion connects patients and users with internal clinical resources and remains in the chat with the user and clinical resource (as needed), to support the user while clinical questions are answered.

 

The Companion provides feedback and insight into the needs of Hoag patients/clients to the Umma digital product team so that the Chat Companion application is continuously improved.  This position is a 24-hour, seven day- a-week role and the Companion may be required to participate in on-call duties. Responsible for providing a safe, HIPAA compliant environment for the client and the staff. Performs other duties as assigned.

 

Education and Experience

 

Required:

High School Graduate or equivalent required

 

Three plus (3+) years’ experience in a healthcare setting patient facing as a concierge, front office, or similar healthcare related customer service experience required.

 

Able to quickly and creatively solve problems to assist the users required.

Strong understanding of basic office applications, including MS Office (Word, Excel, PowerPoint, Outlook) required.

Ability to type a minimum of 65 words per minute required.

Ability to manage more than two simultaneous web chat sessions at the same time required.

Highly motivated and very organized required.

Excellent written and verbal communication required.

Experience working with sensitive health information required.

 

Preferred:

Experience in social work, nursing, public health, or health related field preferred

Experience in family planning and maternal-child health areas such as pregnancy, postpartum, surrogacy, and fertility preferred

Fluency in a language other than English preferred

 

Licenses Preferred

Registered Nurse Practitioner (RNP)

Licensed Midwife

 

Certifications Preferred:

Advanced Nurse Lactation Consultant (ANLC)

Certified Childbirth Educator (CCE)

Certified Lactation Consultant (CLC)

Postpartum Certified Doula (PCD)


Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Public Health, Registered Nurse, Nursing, Labor and Delivery, Healthcare

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