Patient Advisor (SSN)

at  Surgical Solutions Network Inc

WHO WE ARE

Clearpoint Health Network, is Canada’s largest trusted provider of independent surgical and multi-disciplinary medical centres across Canada. Working in close collaboration with hospitals, insurance providers, provincial and regional health organizations and workers’ compensation boards, Clearpoint delivers high-quality care across Canada meeting the needs of patients, while alleviating capacity pressure on public health systems.
Clearpoint Health Network is recruiting for a full- time Patient Advisor covering our Alberta Region.
As the Patient Advisor, you are the first point of contact with our inquiries; you have excellent interpersonal skills, and portray a welcoming and professional approach when dealing with patients, co-workers, physicians and the general public. This position is responsible for providing direct support to the administrative team and the surgical and PACU staff to facilitate the smooth processing of patients.

JOB PURPOSE

• Manage incoming SSN client inquiries across various communication platforms such as HubSpot, Email, live chat, and phone.
• Facilitate surgical services for Canadian Surgical Solutions Third Party referral sources (Brokers).
• Ensure inquiries are meticulously tracked in Hubspot and Juvanno to facilitate accurate reporting crucial for KPI target management.
• Utilize your attention to detail to ensure all activities are completed promptly, allowing the clinical team to address any pre and post-operative patient needs.
• Cultivate relationships with patients and their families to support an excellent patient experience.

KEY RESPONSIBILITIES

• Respond to daily client inquiries via Hubspot, phone, email, and physician referrals, providing education on facility services, programs, fees, financing options, clinical studies, FAQ’s, and physician information.
• Build trust by providing accurate information in a timely manner and maintaining ongoing dialogue with patients until all necessary information is received for surgeon consultation.
• Collect required patient data and diagnostics prior to surgeon consultation, along with all other necessary patient package and payment information.
• Coordinate appointments between patients and surgeons, anesthetists, and other clinicians as required.
• Identify and resolve client concerns promptly and with good judgment to ensure continuity of care.
• Update patient records in Hubspot and Juvonno accurately, maintaining highly confidential information related to patient care.
• Advocate for a working environment focused on continuous process improvement.
• Collaborate with managers, physicians, and support staff to facilitate case progression.
• Participate actively in all required meetings, summarizing key learnings and identifying pertinent trends in patient care and outcomes.
• Stay informed about key competitors, including their locations, pricing, and programming.
• Provide backup support to other Patient Advisors and Facility Coordinators as needed.