Position Summary

The Patient Success Representative plays a key role in supporting patient access to care and ensuring a positive experience across the continuum of services. This position focuses on proactive outreach to patients, assisting with technology and portal access, facilitating care coordination between patients and providers, and connecting patients with community resources.

This role is ideal for a people person who has experience and passion for working with families. Backgrounds could include bachelors prepared social worker, nurse, doula, educators, advanced care planners, etc. 

Key Responsibilities

Patient Outreach & Scheduling 

• Contact patients via phone or secure messaging to schedule and confirm appointments. 

• Educate patients on Triplemoon services, articulate support services and answer patient questions accordingly.

• Ensure patients have completed all necessary legal documents ahead of first appointment.

• Follow up with patients who miss appointments or need support rescheduling. 

• Track outreach efforts and maintain accurate documentation in the electronic health record (EHR). 

• Solicit ongoing feedback from patients to gauge satisfaction with Triplemoon experience.

Technology Support 

• Assist patients in setting up and accessing telehealth platforms, patient portals, and other digital tools 

• Provide troubleshooting support and clear instructions to ensure successful use of technology.

Care Coordination 

• Attend weekly registry review sessions and accurately document and follow up on coordination needs that result from these sessions.

• Serve as a liaison between patients, clinic staff, and providers to ensure continuity of care and sharing of records.

• Coordinate referrals, obtain records, and relay information between patients, Triplemoon clinical team, and external clinical teams.

Patient Education & Resourcing 

• Support Patient Success Lead in the creation and maintenance of patient-specific resource lists based on needs (e.g., transportation, housing, mental health, financial support). Proactively engage patients to provide educational resources and tools in coordination with the patient’s Behavioral Health Care Manager BHCM. 

• Identify social determinants of health barriers and connect patients with appropriate community resources.

• Empower patients to actively participate in their care plan.

• Maintain up-to-date knowledge of local and online resources to provide accurate guidance.

Documentation & Compliance

• Document all patient interactions, resource referrals, and coordination efforts according to organizational policies.

• Accurately document all time spent on patient care.

• Ensure compliance with HIPAA and other applicable privacy regulations.

Qualifications

• Education/training: Bachelor of Social Work (BSW), Associates degree in nursing (ADN), Doula certification, education background preferred.

• Experience: Candidates should have 3+ years experience in a virtual patient-facing role working in patient engagement, care coordination, social services, and/or healthcare services. Past experience working with pediatric populations and/or young families preferred.

• Skills & Competencies:

• Excellent communication skills (verbal and written).

  • Strong organization and attention to detail.

  • Proficiency with electronic health records (EHR) and basic technology troubleshooting.

  • Ability to work independently, identify needs and take action without prompting

  • Continuous improvement mindset

  • Experience collaborating with interdisciplinary teams

  • Record of timeliness and punctuality 

  • Comfort researching and memorializing community resources and social service systems.

  • Patient-first mindset.

  • Ability to problem-solve and think critically in fast-paced situations.

  • Ability to build trust and rapport with patients and families.

  • Commitment to health equity and reducing barriers to care.

Benefits of Joining the Triplemoon Team

• Fully remote environment

• Mentorship with other members of the team and field experts

• Opportunity to work with a rapidly growing and entrepreneurial environment where your views and ideas can have real impact

• Opportunity to directly and positively affect the lives of busy families trying to do it all!

• Opportunity for quarterly bonus based on performance.