Scan.com is looking for a Bilingual Patient Care Liaison to act as the primary link between our organization, patients, healthcare providers, and attorneys. You will maintain clear, professional, and empathetic communication while ensuring a high sense of urgency for patient appointment updates, scan reports, and related documentation.
What You'll Do
- Provide detailed updates to providers and attorneys regarding patient appointment scheduling, confirmations, and rescheduling.
- Schedule appointments for patients as required.
- Conduct timely patient follow-ups to minimize no-shows and manage escalations.
- Coordinate the timely delivery of scan reports, imaging records, and lien forms to attorneys.
- Serve as the primary contact for attorney and provider inquiries, ensuring accuracy and professionalism.
- Manage and prioritize communications across phone, email, and text, ensuring prompt and accurate responses.
- Update and maintain accurate records of all interactions in our internal database and communication tools.
- Work closely with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service.
- Adhere to and exceed service-level agreements (SLAs) for response times and follow-ups.
- Document and escalate recurring issues to management and propose process improvements.
What We're Looking For
- Fluency in English and Spanish to communicate effectively with patients.
Nice to Have
- Experience in a fast-paced customer service or communications role, ideally in a healthcare or legal environment.
- Experience using CRM systems, scheduling software, telephony platforms (e.g., DialPad), and other communication tools.
Technical Stack
- CRM systems
- Scheduling software
- Telephony platforms (e.g., DialPad)
- Communication tools (e.g., Front)
- Internal database
- Slack
Team & Environment
You will work closely with sales, scheduling, interops, and AR teams, reporting to the VP of Operations and Operations Leaders.
Benefits & Compensation
- Compensation: $50,000 - $55,000
- 401k
- Healthcare, Vision and Dental
- All equipment needed for the role
- Flexible working
- Remote or hybrid working options
- Personal Development budgets
- 18 days PTO plus public holidays
- 10 paid sick days
- Inclusive policies
Work Mode
This is a remote position with a schedule of 8am - 5pm PST. Candidates located on the West Coast or within the PST timezone are prioritized.
Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.
