About TouchCare

TouchCare is a healthcare technology company providing a personal on-demand, healthcare advocacy service that helps its members find the highest quality, most convenient, lowest out-of-pocket care; available via web, phone, email and mobile app. The Company’s customers include large self insured companies who provide TouchCare to their employees as a benefit. TouchCare is based in New York City and Durham, NC, and is backed by investment capital from Fortress Capital from Echo Health Ventures.

Health Assistant Job Description
The TouchCare Health Assistant service takes the guesswork out of selecting and navigating to the right provider for care, minimizing out-of-pocket expense, and maximizing convenience. The Health Assistant will be the primary point of contact in interfacing with our members to help them find high quality, convenient providers, facilitate appointments and accompanying paperwork, confirm expected copay and coinsurance, and solve insurance-related issues. In addition, the HA will provide follow-up services after a member has received their care to assess satisfaction, and provide follow up services if needed. Our HAs are the front line of the service provided by TouchCare as well as the day-to-day interactions with our valued customers.

The Details
  • You are a service focused, highly personable individual who loves dealing with people, solving their problems, and providing them with a great customer experience.
  • You understand health insurance, how it works, how claims are processed to generate an explanation of benefits and have the ability to explain the complexities of health insurance to members in terms they understand
  • You have great communications skills, have patience when providing excellent customer service and the discipline to perform the necessary follow-up activities to ensure your customers value the expertise you provide
  • Have the ability to process and explain various financial models when explaining the cost differential between Consumer Directed Health Plans (CDHPs) and more traditional health plans
  • Are passionate about technology, are comfortable with data and the use of multiple forms of communicating with customers (text, voice and video)
  • You are relentlessly inquisitive, love finding new answers and always prefer to do the research yourself. You are intellectually honest!

Responsibilities

  • You have the ability to be the “front-line” of TouchCare and be the “voice” that our members interact with daily
  • You have the ability to develop knowledge about your service areas ability to provide appropriate referral management
  • You work collaboratively with other concierges and the TouchCare management team to identify and share best practices for communicating complex health insurance and referral management concepts in the simplest terms
  • Maintain a positive, professional approach while meeting specific customer satisfaction targets
  • Develop new and/or improve existing policies and procedures related to health insurance navigation and referral management
  • Understand and leverage multiple data sources to support critical team functions
  • Be motivated to invest the time and effort to stay current on industry developments and changes in health insurance models and healthcare referral management best practices

Job Related Experience

  • Bachelor degree preferred with 3+ years’ experience working in a health insurance advisory or related capacity
  • 3+ years’ experience in a customer service environment supporting clients via text, phone and video
  • 3+ years’ health insurance experience (broker, billing department representative, adjuster)

Job Related Skills

  • Deep knowledge of the health insurance processes including claims processing, explanation of benefits formatting and standard medical industry charge-off practices
  • Deep understanding of healthcare referral management practices with the ability to effectively communicate these practices to consumers
  • Experience working in a data-driven environment and a proven track record of achieving performance targets as required
  • Excellent interpersonal and communications skills is a must with ability to effectively collaborate with other Navigators and all levels of management
  • Good knowledge of the general healthcare ecosystem and trends
  • Strong analytical and strategic thinking skills with the ability to develop and communicate process improvement opportunities
  • Must be able to work independently and as a part of a team with the ability to react to a rapidly growing consumer base
  • Must be willing to work a flexible schedule to support the times of coverage required to meet consumer availability demands and expectations including evenings and holidays