Patient Relations Manager

At Hopscotch Primary Care, we take a team approach to serve patient needs and provide the best care possible. Our goal is to provide the care each of us would want for ourselves or for our family members, in the right setting and at the right time. The Hopscotch Primary Care Clinic Team is responsible for delivering a high-quality, coordinated care experience for our patients at our clinics and within the healthcare system.

As the Patient Relations Manager, you will play a critical role on the Hopscotch Clinic Team. You will help our patients navigate their insurance benefits, advocate for their needs, and serve as our resident insurance expert for both our patients and care team. You will also support patients and providers regarding Medicare and Medicaid eligibility and benefits year-round, but especially during the Open Enrollment season.

We pride ourselves on meeting patients where they need it most. You may be interacting with patients in a variety of settings, from the Hopscotch Primary Care clinic and community events.

This is a full-time, in-person position based in our Boone, NC clinic.

As a Patient Relations Manager, you will serve as an exceptional patient resource and resident expert on insurance coverage, benefits, enrollment, and navigation. Specific responsibilities for this role will include, but are not limited to:

• Learn eligibility, benefits, and dynamics of Medicare and Medicaid to support patients and providers with navigating insurance
• Grow trusting relationships with patients to understand their needs and appropriately guide their coverage selections and assist in their enrollment for Medicare and Medicaid options
• Advocate for patients when helping them navigate the healthcare system, including assisting patients with medical bill resolution regardless of whether it is specific to Hopscotch Health

You will also build and maintain patient engagement throughout their clinic experience:

• Manage welcome visits, orientation, and coverage review for new Hopscotch Health patients
• Design, plan, and execute events, including but not limited to clinic open houses and physician Q&A activities
• Meet patients where they are, which may include community and/or home settings in addition to the Hopscotch Health clinic
• Support clinic colleagues with operational needs on an as needed basis, including but not limited to scheduling and billing

You would be a great fit for this position if you are interested in helping patients navigate their insurance eligibility and benefits, have basic knowledge of healthcare with an appetite for learning more, and have strong communication, collaboration, and interpersonal skills. Previous experience in healthcare is not required.

A great candidate for the role has:

• Basic level understanding of healthcare and commitment to a great patient experience
• A problem-solving orientation and a flexible and positive attitude
• Proven ability to learn new topics and apply "learning on the job"
• Experience with and a supportive attitude toward our patient population, many of whom are older adults
• A willingness to meet patients outside of the clinic
• Proficient PC skills
• Sales background preferred, but not required
• Bachelor's degree preferred, or equivalent education and work experience
• Fluency in language that is commonly spoken in the community, where necessary
• US work authorization

Additional skills and requirements for the role:

• Excellent interpersonal skills, with an ability to understand needs and target relevant solutions
• Proven reliability, organization, and dependability

From a cultural perspective, you: 

• Create a culture of excellence, by bringing your best and encouraging the same from those around you
• Put service to patients first and encourage the same of those around you
• Take ownership and accountability for your work and for delivering results for patients
• Assume the best in others and bring solutions to challenges with a focus on moving forward together
• Show an active commitment to the team by collaborating and communicating proactively
• Demonstrate a dedication to continuous improvement, in clinical and cultural settings