Ventricle Health Health Coach Job Description
Ventricle Health is a virtual care company developing the first national cardiologist network providing specialty care to members with prevalent chronic conditions including heart failure, cardiovascular disease and atrial fibrillation. Our mission is to deliver a world-class member experience in which members have frictionless access to the best healthcare providers, devices and therapies. Chronic disease is difficult to manage. Our best clinical researchers have shown that it can be done, but our healthcare infrastructure is not built for successfully and quickly scaling access to proven care strategies. Through a combination of remote patient monitoring via connected medical devices, evidence-based therapy and health coaching we intend to improve member quality of life across the nation, starting with heart health. As part of our virtual-first platform, we are building an army of cardiologists, health coaches and pharmacy technicians to mobilize around revolutionizing member care.
We’re looking for people who:
- have initiative and enjoy brainstorming, validating and executing on new ideas
- we can trust to make responsible decisions and deliver meaningful clinical results
- communicate transparently and actively both give and seek constructive feedback
- exceed expectations when contributing to company culture and the member experience
The role:
Health coaches employed by Ventricle Health will be the face of the company’s brand and will manage most of the members’ interactions with our products and services. You will be reviewing the members’ vitals on a frequent basis and providing real-time response and support to inquiries or concerns. This includes member education, member reminders, symptoms and vitals data collection and review and member escalation to a care provider when needed. As a health coach, your goal is to drive positive and lasting behavioral health changes that improve clinical outcomes and overall health status for the member. You will also foster and develop professional yet friendly and empathetic member relationships and provide an excellent member experience. This is a full-time remote position. You will have the opportunity to grow into a leadership role as you develop the experience and skills to train and manage additional health coaches as the team grows. This role will provide support to Ventricle Health providers, as dictated by the Ventricle Health Clinical Policies and Procedures and established Clinical Practice Guidelines.
Responsibilities
- Provide real time response and support for members (including new member intake, triage, education, reminders, vitals monitoring, etc.) on a shift basis with coach team.
- Learn and implement clinical best practices in collaboration with a broader care team
- Actively engage with members and fellow clinical staff via tools including email, text, audio/video call and software applications for instant messaging and clinical note taking.
- Attend meetings and trainings online and/or in person when required. Prepare training documentation and train new health coaches as the team grows and expands.
- Follow best practices for scheduling on-call hours and efficiently meet member needs
- Time allowing, assist in the evaluation and improvement of health education and intervention strategies. Review and give input on staff/member communication, policies, protocols, programs and services specific to the health behavior coach team.
- Maintain confidentiality and adhere to all applicable regulations, including HIPAA.
Candidate Profile
- Bachelor’s degree required (health or social sciences preferred)
- Health coach
- Responsible for professional development and continuing education to maintain knowledge and skills
- Possess excellent written and verbal communication skills:
- Ability to communicate with members per company culture and guidelines
- Ability to establish rapid member rapport via telephonic and written interactions
- Documents consistently and to the standards set by Ventricle Health using EMR
- Empowers members to be able to effectively self-manage their own condition
- Conveys enthusiasm and positive energy during member interactions
- Ability to work autonomously in a responsible, efficient manner
- Possess exceptional time management and organizational skills
- Willing to learn new procedures and adapt to changes in working environment
- Must be able to work independently but recognize when escalation is warranted
- Handle confidential information with discretion
- Able to multitask with regular interruptions while maintaining a high degree of accuracy
- Passionate about changing people’s lives and willing to go the extra mile to help members be successful
- Demonstrate knowledge of healthcare and medical terminology
- Customer Service skills and experience
- Flexibility to work outside of established hours when needed
- Comfortable with and interested in technology including but not limited to MS word, Excel, PowerPoint, Outlook 365, Microsoft Teams and Zoom.
- Bilingual (English/Spanish) a plus
Company Benefits:
- Base salary range of $50,000 to $60,000
- Performance based bonus up to 25%
- 2 weeks paid time off and 2 weeks sick leave
- Remote and time zone agnostic (continental U.S.)