About MD Ally:

Each year, millions of non-emergency calls are made to 911 that decrease ambulance availability, overcrowd EDs, and drive billions in excess costs. MD Ally is a 911 triage & telehealth solution that allows EMS to triage non-emergency patients to virtual care saving limited, emergency services. Our mission is to enable greater connectivity between 911 & the broader healthcare ecosystem.

About You: 

As a National Care Concierge/Patient Navigator, you will serve as the first point of contact for 9-1-1 patients that are connected to MD Ally. Similar to First Responders and 9-1-1 dispatchers, you will utilize your training and experience to provide a seamless “9-1-1-to-telehealth” experience for MD Ally’s patients. You will be responsible for greeting callers, executing patient intake, and matching the patient with the appropriate care resources. 

Your Key Responsibilities: 

• Work within MD Ally’s proprietary platform to greet callers in real-time as they are referred over from Public Safety partners.  

• Greet patients in a compassionate and respectful manner. 

• Use clinical background to perform a secondary triage process that ensures the patient is an appropriate candidate for MD Ally services. 

• Guide patients and providers through troubleshooting and AllyNet navigation protocols.  

• Proactively de-escalate situations involving dissatisfied patients, offering patient assistance and support. 

• Collect patient demographic and medical history information. 

• Work in collaboration with telehealth providers to ensure a safe, effective, and efficient telehealth experience. 

• Coordinate patient follow-up care and referrals to external services; arrange alternative transportation for external services when needed. 

• Collect patient co-pays and payments for services rendered. 

Qualifications: 

• Experience with Patient Navigation, Care Coordination, or Call Center Operations

• Experience with high call volumes or call center operations

• Experience in urgent care, virtual care, emergency medicine settings, call centers, social Work, behavioral health, or mental health support is preferred

• Strong communication, both written and verbal

• Great active listening and conflict resolution skills

• A patient and empathetic attitude

• Adaptability and flexibility 

• Comfortable working in fast-paced environments 

• Troubleshooting skills, and ability to overcome challenges  

• Quiet and secure work space.

Location: Remote 

MD Ally Values

• Bias for Action -- We are a growing team and an evolving product. We want a team of executors to drive the company forward.

• Act Like an Owner -- Look around and take on work that needs to be done. Execute on the fundamentals, and act creatively to drive growth.

• Always Be Learning -- We are creating a new vision for the 911 industry. Be adaptable, creative and learn from others and our customers.

• Empathy, Trust, Candor -- Always be upfront and honest with the team and our business partners.

JOB CODE: 1000006