Patient Flow Supervisor

Patient Flow Supervisor at Rocket Doctor

INSIDE ROCKET DOCTOR:

Help others. Love your team. Grow your career.

Rocket Doctor is a telehealth platform bringing the most advanced doctor’s office into homes across North America. We are a passionate group of Doctors, researchers, technical experts, and patient care professionals who believe that every person deserves access to quality medical care. We are looking for team members who are motivated to learn, grow, and innovate while making a meaningful difference. Though only founded eight months ago, we have now seen over 10,000 patients, and are continuing to grow quickly. This is your chance to get in on the ground floor and grow with us.

WHAT WE’RE LOOKING FOR:

Rocket Doctor is looking for motivated and experienced Support Supervisors to join our team. For this role, you will need to be an extremely organized, bright, ambitious, hard-working business professional to help further accelerate our growth. You will be helping, guiding, and coaching our “Patient Flow Navigators” team to reach their full potential. Are you a professional that can see the bigger picture and is a great team player? Then this role might be just right for you!

The primary objective of the Patient Flow Supervisor is to ensure you and other “Patient Flow Navigators” (PFNs) attend to patients according to Rocket Doctor’s protocols and assist patients throughout their journey at Rocket Doctor.

WHAT YOU’LL BE DOING:

- For part of your job you will perform the regular duties of a “Patient Flow Navigator’ (following up on leads, booking appointments, troubleshooting patients’ technical concerns, liaising between Doctors and patients, and reacting to ad-hoc inquiries and issues).
- Your role as a Patient Flow Supervisor will also be to assist and supervise the optimization of the overall workflow of the Patient Flow Navigators (PFNs) daily tasks and responsibilities.
- Your role will involve organizing and prioritizing day-to-day patient bookings, workflow, and ensuring that employees understand duties and delegating when necessary.

Additional tasks of the PFN Supervisor role will include:
- Monitoring the schedules of the physicians and making sure that they will be fully booked with appointments in a timely manner.
- You will be keeping the PFNs on task with updating these sheets at all times during their shift.
- Monitoring email inboxes and guiding the PFNs in prioritizing tasks that have urgency.
- Adapting to changes that may arise and ensuring staff is well supported with these changes.
- Occasionally help with patient escalations and complaints, and if necessary, knowing when to escalate to the leadership team.
- Monitoring the PFNs to make sure they are up to date with any changes made within processes or protocols, and informing the Manager, Medical Support Staff when coaching is required.
- Provide feedback to the Manager, Medical Support Staff about the optimization of the protocols, duties, and responsibilities of the PFN position overall
-Provide feedback to the Manager, Medical Support Staff about any performance or behavior issues of the PFN group

SUPERVISION AND GROWTH
- In this role, you will be directly reporting to the Manager of Medical Support Staff and Patient Care.
- This position will also provide opportunities based on performance, which may include and may not only be limited to helping with the interviewing, onboarding, and training of the new PFNs.

WHAT YOU’LL BRING:
- Minimum of 2+ years of relevant work experience in Business, Healthcare Management, Nursing, Patient Care, or Customer Care/service.
- Prior experience in managing or supervising a team.
- Business and tech-savvy acumen.
- Experience within the healthcare and/or cloud computing industries.
- Demonstrated ability to learn new skills and interact with new systems/ procedures.
- Strong interpersonal skills.
- Can-do attitude.
- Ability to critically think and problem solve.

ADDITIONAL REQUIREMENTS:
- Be extremely organized, positive, and uplifting.
- Full-time availability and willingness to work flexible hours (Our PFN’s work around the clock to best assist patients in Canada and the USA. Being able to work during the night and/or weekends will be required.)
- Maintain a professional and respectful relationship with all patient correspondence.
- Ability to work with confidential company information.

If you feel that you could be a good fit for our team, then please send your Linkedin or resume, with a cover letter to ----------