Guideway Care

Customer Support

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services.
• Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Bilingual Customer Service Representative

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services
• Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Trilingual Customer Service Representative

Clinical Operations

• Oversee the entire Remote RN Triage service line ensuring high-quality patient care
• Manage a team of remote registered nurses providing triage services to patients
• Develop and implement policies and procedures ensuring compliance with healthcare regulations
• Drive continuous improvement in service delivery
• Lead and manage staffing, scheduling, and resource allocation for the service line
• Interview, train, and supervise a team of remote registered nurses
• Monitor and evaluate the quality of care and implement quality improvement initiatives
• Ensure effective communication and coordination between teams and healthcare providers
• Manage day-to-day operations and analyze performance metrics for improvement

Clinical Operations Manager

• Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments
• Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations
• Drive proactive engagement with enterprise customers, ensuring a white-glove experience for the most strategic clients
• Partner with the Business Unit Leaders to ensure operational success, including monthly check-ins and issue resolution
• Monitor customer health metrics and lead renewal and expansion strategies
• Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations
• Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements
• Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance
• Identify upsell and cross-sell opportunities within existing accounts
• Track and report on key success metrics (NPS, retention rates, upsell revenue)

Bilingual Customer Service Representative

Trilingual Customer Service Representative

Clinical Operations Manager

Enterprise Customer Experience Manager