Temp, Part-time Healthcare On-site Liaison

Tyler, TX

Temporary

Client Services

Mid Level

Who are we

Kandu Health provides tech-enabled healthcare services for people recovering from stroke. We develop integrated solutions that aid in the stroke recovery process for stroke survivors, their providers, and care partners. Kandu Health empowers survivors to take charge of their recovery and achieve the highest quality of life possible.

Our Culture:

Our small team environment means we count on everyone to contribute in a meaningful way. Your contributions will make an impact, everyday.

We have a strong culture of collaboration. You’ll be joining our diverse and talented team members to deliver life changing support for people affected by stroke.

Even though we work remotely, our culture keeps us connected. Our beliefs are at the core of how we do business:

Everybody deserves support.

Agency improves outcomes.
Quality of life directly impacts health.
Community support matters.

The opportunity to work with new and exciting technology with the mission of improving the lives of stroke survivors and their families.

Essential Duties:

Focus on short and long term success of our clients through understanding of client and Kandu partnership goals, building trusted relationships with client care team, providing regular feedback on referral/registration process and results, and understanding the local landscape regarding expansion partner opportunities.
Serve as a regional liaison between our clients (hospital and post acute care partners) and stroke survivors early in their recovery journey.
Support registration and enrollment workflows and identification of appropriate referrals to the Kandu program by regularly meeting with and reviewing patient census with hospital clinicians.
Work with clinical staff to triage patients based on discharge disposition to acute rehab or home/home with home health and language.
In hospital/post acute care facility meetings and outreach to new Kandu survivor and care partner referrals for enrollment in the Kandu program, which includes educating on the program, obtaining consent and insurance information, verifying eligibility, scheduling Kandu appointments, and downloading and training on the Kandu app.
Support operational activities at partner facilities, as assigned, to support mobile app users. Example activities include: registering new users and troubleshooting access issues remotely or in person. Will work directly with the Product team to troubleshoot challenging user scenarios.
Outreach to survivors on hold (in the case of return to hospital or other interruption in services) for restarting the Kandu program.
Support our community of survivors and care partners. Provide technical and customer support to our active app users onsite and remotely as needed. Assist users with our Kandu App and other technologies, including instructions on video conferencing platform, scheduling platform, and managing technology literacy. Support is provided with the understanding that stroke survivors may have specific cognitive and emotional impairments and the Liaison will tailor support to the survivor's needs.
Serve as a liaison to our Kandu Clinical Navigator team related to survivor impairments and survivor and care partner needs and concerns that may impact participation in the program (i.e. cognitive, language, emotional, or social needs indicated during the registration process).
Communicate access issues, product, and process improvements to Client Services leadership.
Complete regular reports to the Kandu Health team on reasons for non-enrollment, improvements to the registration, enrollment, and onboarding process as well as platform accessibility to improve throughput.
Responsible for training new Kandu referral clinicians on the registration process.
Participate in message testing and identify and communicate barriers to registration.
Participate in client status calls and meetings, and act as SME for registration process and data.
Support pilot and quality projects at designated clients sites, as assigned.
Attend community-based outreach meetings representing Kandu Health and collect new leads near hospital site partners and communicate interest back to Client Services leadership.
Daily travel to partner sites is required (Tyler, TX)
Hospital credentialing is required - may include TB testing: drug testing; proof of COVID vaccination, MMR vaccination, Hepatitis B vaccination, varicella (chicken pox) vaccination, and other testing as required by client hospital

Salary: Temp, part-time 25-29 hours/week

$29-$35.48/hr

Please note that the salary information is a general guideline only. Kandu Health, Inc. considers factors such as scope and responsibilities of the position, candidate’s work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer. This role is eligible for 401k.

Required Qualifications:

Bachelor’s degree Marketing/Sales
At least 4-6 yrs direct customer service experience required
2-4 years experience in a healthcare setting required
2-4 years medical device, healthcare, or digital health sales experience required
Communication skills, ability to adapt communication based on audience
Experience with health plan benefits and eligibility
Ability to adapt approach and methods to achieve results in dynamic environments
Strong comfort level with technology, including mobile apps and various smartphones
Must have reliable transportation (personal vehicle)
Committed to product knowledge and willingness to learn
Ability to present information succinctly and effectively

Preferred Qualifications:

2-4 years experience serving stroke survivors and families preferred
Bi-lingual Spanish preferred - conversational

Work Environment:

Local daily travel to partner hospital site
Willing to work late afternoon schedule

Supervisory Responsibilities

None

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