Who is Porter

A passionate group of individuals dedicated to providing unbridled transparency throughout the healthcare continuum by combining healthcare analytics with compassion and trust. Porter guides a patient’s hand from hospital to home by finding the true cost of care in the hospital and connecting them to an integrated platform that offers a human-centric experience that brings together a “Healthsphere” of suppliers, providers, and payers to help patients quickly find high quality products at the best prices, coordinate services from reliable home-care providers, and engage with a supportive online community. Porter considers the whole person, their environment, and their preferences for a personalized health approach. This new era of health innovation offers the opportunity to lower costs, boost access and inclusivity, and revolutionize treatment experiences and outcomes for all consumers. Our consumer-centered ecosystem demystifies healthcare purchase decisions for consumers and providers. Providers, recently discharged patients, or anyone searching for healthcare needs outside of the hospital can find a trusted route to independence through Porter.

The Ideal Porter Team Member

The ideal member of Porter will be a change agent, altering the status quo of healthcare delivery. You and your fellow Porter team members will provide an innovative and empathetic ecosystem of transparency to our customers. New Team Member will join feeling energetic and excited to revolutionize the healthcare continuum and contribute to the success of our mission driven organization. Now is the time to seize the moment for consumer-centered digital health experiences and join our team.

Your Impact at Porter

The Care Guide acts as a personal resource to Porter members (customers, patients, caregivers) to assist with a wide variety of healthcare-related needs and helps them to be successful in navigating through their healthcare journey. Ideal candidates will have the experience, drive, and compassion to seek out opportunities to proactively identify needs and resources to meet those needs, help members to understand the complexities of our healthcare system, ensure that members are fully utilizing their insurance plan benefits, and reduce costs (e.g., locate cost-effective solutions, identify the most appropriate site of care, help prevent avoidable admissions/readmissions, etc.).

Job responsibilities include, but are not limited to:

• Assist members with all aspects of the Porter relationship, account, products, and Porter’s Healthsphere system

• Proactively identify the needs of members and provide personalized service

• Act as a comprehensive resource for assisting members with a broad range of healthcare questions and needs

• Identify and document Social Determinants of Health (SDOH) and assist with identification of community resources

• Facilitate communications to bridge between patients and appropriate clinical teams as needed

• Help identify and facilitate education resources to assist members in their self-care

• Interpret and articulate Health Plan benefits and coverage, and ensure that members are fully utilizing their benefits

• Be readily available to assist members via omnichannel resources (phone, email, chat)

• Manage & update customer CRM (Salesforce Service Cloud)

• Document relevant details pertaining to all patient/Caregiver interactions

• Boost member satisfaction and loyalty by providing a consistently excellent experience and striving to go above and beyond

• Assist members with hospital discharges (when applicable):

o Coordinates and facilitates patient discharge planning in collaboration with other health care professionals

o Collaborate with patients, caregiver(s), and healthcare team to facilitate a discharge process that enhances patient satisfaction and adherence to discharge orders, and ensures efficiency of time and resources involved in each patient discharge

o Review case notes from Hospital providers to identify Durable Medical Equipment (DME) needs, schedule requested appointments, and/or facilitate other needs required to ensure optimal outcomes for patients post discharge

o Act as concierge to identify and facilitate DME procurement and follow-up appointment needs for patients

What You’ll Need to Make Your Impact

• High School Diploma

• 5 years of experience working in direct contact with patients in a healthcare setting

• Demonstrated ability to interpret and apply health insurance benefits

• A strong sense of empathy, compassion, and friendliness (extroverted and people-oriented)

• Drive to go above and beyond to ensure that members/patients/caregivers feel genuinely supported and valued during challenging times

• Exceptional communication skills, both written and oral, with the ability to assist others (customer and coworkers alike) with sincerity, respect, and compassion

• Strong time management and organizational skills to juggle meetings and various administrative requirements while keeping member needs at the forefront

• Must be an excellent listener, both to ensure that the member feels valued/respected and to identify any potential needs that the member may not be directly articulating

• Ability to work with team to cover on-call and holiday schedules as needed

• Must have:

o a dedicated work area established that is separated from other living areas and background noise, and ensures professional work environment and patient information privacy

o ability to keep all company sensitive documents and systems secure

o a reliable, high-speed internet connection