Remote Scouter

About Synapticure 

As a patient and caregiver-founded company, Synapticure provides instant access to expert neurologists, cutting-edge treatments and trials, and wraparound care coordination and behavioral health support in all 50 states through a virtual care platform. Partnering with providers and health plans, including CMS' new GUIDE dementia care model, Synapticure is dedicated to transforming the lives of millions of individuals and their families living with neurodegenerative diseases like Alzheimer’s, Parkinson’s and ALS.

The Role

Drives administrative support functions across the market, such as customer service, scheduling, registration, referrals, and prior authorizations.  Serves as a Synapticure’s representative to our members, external healthcare organizations, payer partners, and other partners to ensure that our members have the care and assistance they need to thrive.

• Adhering to HIPAA guidelines and standards, provides advocacy support on behalf of patients and families with clinical providers, billing and insurance companies, and other partners in the care team as needed.
• Understanding of how to use scheduling platforms to ensure accurate appointment scheduling and management
• Proficient in collecting member clinical and demographic data and documenting appropriately in a timely manner
• Follows standardized processes including operating procedures, quality assurance and documentation, in order to create high levels of efficiencies and effectiveness.
• Maintains positive and effective relationships within the multidisciplinary Care Navigation Team and broader Synapticure Team to ensure a streamlined and supportive experience for patients.
• Speaks expertly internally and externally about the program and company.
• Able to provide creative solutions to challenges within the healthcare system that are impeding optimization of members’ care and health
• Ability to think outside the box, go outside the bounds of “traditional” responsibilities
• Adaptable to change and prepared for frequent, fast-paced changes and shifting priorities
• Self-starter who completes tasks in a timely manner and prioritizes effectively
• Ability to communicate information and ideas clearly and articulate in written and verbal form 
• Able to communicate effectively telephonically and virtually
• Actively listen to members, care team and other stakeholders to understand and effectively address need
• Works closely with care team members to coordinate care on behalf of members
• Support administrative functions such as scheduling, coordination of internal referrals, release of medical records, and member mailings
• Provide status updates as needed (e.g., scheduled appointment  status)
• Familiarity with the geographic areas in which we provide care; demonstrate a passion for working within our members’ communities
• Go above and beyond to connect with members in a non-judgemental, respectful and empathetic manner
• Build rapport and trust quickly with members 

• Schedule and manage appointments per protocol or at the direction of the care team
• Schedule clinical appointments 
• Track scheduling tasks and ensure execution by due date 
• Meet minimum required appointments scheduled daily 
• Follow all proper scheduling policies and procedures
• Reschedule members who cancel, no show, or request to reschedule appointments  
• Send appointment reminders and confirmation
• Manage related correspondence (e.g., document calls and texts)

• Partner with the care team to complete visit-related tasks
• Request and obtain medical records from health plans and external providers and organizations per protocol
• Obtain completed member forms (e.g., medical power of attorney and medical orders for life-sustaining treatment and assessment forms)
• Review medical records to ensure all necessary components of the medical record are available for appointments
• Conduct eligibility checks 
• Use member benefits platforms to organize insurance services 
• Partner with care team members to perform eligibility checks when tasked 
• Ensure appropriate eligibility status for all scheduled appointments 
• Follow disenrollment procedures for members who are ineligible for services as needed and outlined by market specific procedures 
• Obtain Referral for visits if required

• Manage faxing tasks, including assignment of received faxes
• Coordinate outgoing member communications, including standard mailings, news and member resources
• Other printing/mailing/faxing as needed 
• Utilize our care facilitation and scheduling platforms to collect data, document member interactions, organize information, track tasks, and communicate with your team, members, and community resources
• Generate and communicate standard reporting as needed
• Analyze reports and help care team plan and learn from data 
• Support operations leadership with developing and maintaining tracking sheets for various workflows 
• Fulfill other duties to support member care and operations as assigned

• HS Diploma or equivalent

• Experience handling and reviewing medical records.
• Experience in a startup or organization that has experienced rapid growth and change.
• Experience in coordinating and managing referrals.
• Exceptional communication skills.
• Experience with EHR systems, Mac, and Google
• Experience with patient communication (ie scheduling and coordinating care) 
• Basic knowledge of frequently prescribed medications
• Experience with Referrals and Prior Authorizations

This position is remote and work would be based in your home.  The necessary technology would be provided to work out of your home.