Case Manager

📋 Description

• • Ferry Health is at the forefront of revolutionizing healthcare navigation, tackling the pervasive inefficiencies that plague patients and medical professionals alike. We are dedicated to eliminating the hours wasted on phone calls, deciphering complex insurance policies, and wrestling with outdated scheduling systems. Our innovative AI platform is currently empowering leading hospitals, insurers, and digital health companies to streamline this process for their patients. At its core, Ferry offers an SMS-based concierge service designed to assist patients in finding and booking the care they need, entirely free of charge to them. We are actively seeking ambitious, detail-oriented Case Managers to become integral members of our dynamic and growing team. In this pivotal role, you will not only support patients on their complex healthcare journeys but also play a crucial part in shaping our operational workflows and refining our AI-powered product.
• • As a Case Manager at Ferry, your responsibilities will be multifaceted and impactful:
• • **Patient Guidance and Support:** You will serve as a compassionate and efficient guide for patients navigating our care workflows. This involves providing clear instructions, offering reassurance, and ensuring a smooth and positive experience as they seek medical attention.
• • **Comprehensive Case Management:** You will be responsible for a range of critical tasks essential to patient care progression. This includes meticulously managing appointment scheduling, facilitating communication between patients, providers, and practices, conducting thorough insurance verifications to ensure coverage, and performing diligent patient follow-ups to confirm appointments and address any emerging concerns.
• • **Tool Utilization and Data Management:** You will leverage a variety of internal and external tools, including Customer Relationship Management (CRM) systems, databases, and specialized scheduling platforms. Your proficiency in these tools will be vital for accurately tracking patient progress, monitoring case statuses, and ensuring all relevant information is up-to-date and accessible.
• • **Multichannel Communication:** You will engage with patients, medical practices, and healthcare providers through multiple communication channels, primarily SMS, phone, and email. The emphasis will always be on delivering a warm, supportive, and professional experience that reflects Ferry's commitment to patient-centric care.
• • **Process Improvement and Optimization:** A key aspect of this role involves actively identifying opportunities to enhance our internal processes. You will contribute to refining workflows to boost team efficiency, reduce administrative burdens, and ultimately elevate the patient experience.
• • **Knowledge Creation and Dissemination:** As our operational workflows evolve and expand, you will play a role in creating internal training materials and comprehensive documentation. This ensures consistency, facilitates knowledge sharing, and supports the onboarding of new team members.
• • **Mentorship and Onboarding:** As Ferry experiences growth, you will assist in mentoring and onboarding new Case Managers, sharing your expertise and contributing to a cohesive and high-performing team environment.
• • **Adaptability and Resilience:** This role demands the ability to work flexibly and maintain composure in a fast-paced environment where priorities can shift rapidly. You will need to be adept at managing competing demands and adapting to evolving needs with a calm and collected demeanor.
• • **Feedback and Product Development:** You will be encouraged to provide valuable feedback on our software tools and processes. Your insights will directly contribute to the continuous improvement of our AI-powered product and operational strategies, offering a unique opportunity to influence the direction of the company.
• • **Problem-Solving:** You will be expected to proactively identify and resolve issues that may arise during the patient's care journey, demonstrating critical thinking and a commitment to finding effective solutions.
• • This role offers a unique opportunity to be part of a mission-driven company that is making a tangible difference in people's lives. You will gain invaluable experience in healthcare operations, technology, and customer service within a supportive and growth-oriented environment.