Patient and Provider Guide (PPG) - Remote

About Uptiv Health

Uptiv Health is dedicated to revolutionizing infusion care delivery for individuals living with complex chronic illnesses such as Multiple Sclerosis, Crohn's Disease, Ulcerative Colitis, and Rheumatoid Arthritis. Collaborating with healthcare providers, care teams, families, insurance organizations, and health systems, Uptiv Health delivers comprehensive and personalized care that extends beyond traditional clinical settings.

Role Overview

We are looking for a full-time Patient and Provider Guide (PPG) to join our dynamic team remotely. This role serves as the central hub of our support team, driving a human-centered, personalized approach to chronic care management. Reporting directly to the Senior Director of Operations, this role requires exceptional administrative skills, customer service excellence, and the ability to juggle multiple responsibilities simultaneously in a virtual work environment.

Key Responsibilities

• Act as the initial contact point for patients and referring healthcare providers via phone, email, and platform-based texting, responding promptly, accurately, and with warmth.
• Manage patient scheduling and onboarding processes, including arranging initial appointments and handling rescheduling requests.
• Handle all incoming and outgoing communications related to patients and providers efficiently.
• Accurately document all communications and take appropriate follow-up actions.

Required Qualifications

• At least two years of clinical experience providing patient phone support within environments such as payers, hospital systems, digital health platforms, clinics, or revenue cycle management.
• Excellent customer service focus with the ability to clearly convey detailed information to diverse audiences.
• Comprehensive understanding of injection and infusion therapies.
• Strong knowledge of clinical workflows and healthcare protocols.

Preferred Attributes

• Proficient in navigating and documenting key information within Electronic Health Record (EHR) systems.
• Demonstrated capability to manage, prioritize, and synchronize multiple critical tasks in a fast-paced setting.
• A positive, collaborative approach and strong teamwork skills.
• Empathetic communicator with outstanding customer service skills.

Personal Competencies

• Process Optimization: Constantly improves work methods for enhanced efficiency.
• Leadership & Direction: Delegates tasks effectively while monitoring progress and offering guidance.
• Proactive Attitude: Tackles challenges with a can-do mindset, swiftly addressing issues and seizing opportunities.
• Effective Communication: Skilled at conveying information clearly in various settings—from virtual meetings to diverse teams.

Benefits

• Health, dental, and vision insurance coverage.
• 401(k) retirement savings plan.
• Paid sick leave and paid time off (PTO).

Employment Conditions

• Applicants must have authorization to work in the United States.
• Employment is contingent on passing a comprehensive background check.

Equal Opportunity Employer

Uptiv Health, Inc. is committed to providing equal opportunities and prohibits discrimination or harassment based on race, color, religion, age, gender, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable laws. This policy applies to all employment terms including hiring, promotion, termination, and training.

Work Location

This position is entirely remote within the United States.