Patient Experience Associate/Care Coordinator

About Sage Health

We believe all seniors regardless of means deserve concierge primary care & wellness, without the concierge fees. They’ve earned it.

Sage Health builds enriching neighborhood health centers that are easy to access, provide or arrange for all of our patients’ healthcare needs, and partner with Medicare Advantage plans that fully cover primary care.

Unlike other physician practices, a Sage Health physician has a patient panel of 400 or less, and we collaborate with the best outcomes-oriented specialists and hospitals in each market. Because we are not a fee-for-service provider and manage patients within a global capitation budget provided by Medicare Advantage plans, our only concern and motivation is to keep our seniors healthy.

Sage Health is a destination for the best risk provider talent in the country who are building the new standard-bearing senior model for the United States.

Company Perks

• Join a growing company with a community focused mission to make a difference in the lives of seniors!
• Our employee Net Promoter Score (eNPS) ranks above industry standards reflecting our strong commitment to delivering exceptional service and satisfaction.
• We promote a company culture that values, recognizes, and rewards its employees for their contributions through Nectar, our employee engagement platform.
• Medical, Dental and Vision benefits with generous employer provided contributions to offset per paycheck premium costs.
• 3 different medical plan options to provide flexibility to meet personal needs including: 2 PPO options and a CDHP plan that includes a $500/year HSA employer match
• Healthcare & Dependent Care Flexible Savings Accounts (FSAs)
• Access to Employee Assistance Program (EAP) for support and work-life benefits for you and your immediate family.
• Employer-paid Life Insurance, Short-term and Long-term Disability benefits. Optional voluntary life insurance is also available.
• A 401k retirement plan offered through Transamerica for long-term financial savings & planning.
• Flexible time off including: generous PTO, 7 paid company holidays and 2 floating holidays.
• Opportunities for career growth and advancement within the company.
  
  

All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, citizenship or immigration status, or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring an accommodation to complete the application and/or interview process should contact [email protected].

About The Role

POSITION SUMMARY

The Patient Experience Associate / Care Coordinator is a dual-role position responsible for supporting both front desk operations and care coordination within Sage Health medical centers. This team member serves as the first point of contact for patients, ensuring a positive and professional experience, while also managing referrals, insurance verifications, and appointment coordination.

This hybrid position is based in the Toulminville center but will require coverage at other centers within the market as needed. The ideal candidate is flexible, organized, and passionate about delivering exceptional patient-centered care.

What You'll Do

PRIMARY RESPONSIBILITIES:

Front Desk Responsibilities

• Greet patients and guests warmly upon arrival
• Conduct check-in/check-out processes via Electronic Health Record (EHR)
• Assist patients with completing paperwork and update EHR with current information
• Collect co-payments and verify insurance prior to appointments
• Answer and triage incoming phone calls, routing as necessary
• Make appointment reminder calls and reschedule as needed
• Maintain patient confidentiality and secure health information
• Scan and index documents into the EHR
• Address patient concerns or problems as they arise
• Collaborate with clinical team members to ensure smooth office operations
• Participate in interdisciplinary team discussions on patient care plans and outcomes
  
  

Care Coordination Responsibilities

• Review and process referral requests from PCPs and specialists
• Schedule appointments and communicate details to patients, including prep instructions
• Process insurance authorizations via health plan platforms (e.g., Availity)
• Schedule urgent referrals per provider request
• Monitor and update open referral reports and follow up on pending consults
• Ensure referral documentation (e.g., consult notes, diagnostics) is complete and available
• Notify PCPs of missed specialist appointments and coordinate rescheduling
• Coordinate surgical clearance documentation for external providers as needed
• Support communication between patients, providers, and external offices
• Provide administrative support to maintain smooth care coordination workflows
  
  

Qualifications

REQUIRED QUALIFICATIONS:

• Office Administrative/Receptionist/Clerical/Customer Service experience in a fast-paced, heavy phones environment.
• Professional demeanor and communication always.
• Must be organized and attentive to detail.
• Ability to manage competing priorities.
• Resourcefulness in problem solving.
• Able to take and follow through with assigned tasks and accountability.
• Ability to work in a fast-paced environment.
• Experience with Microsoft Office Word, Outlook, and Excel.
• Full COVID-19 vaccination (including boosters) an essential requirement of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements.
  
  

Preferred Qualifications

• High School Diploma or equivalent
• Experience working with an electronic health record
• Experience in processing referral authorizations
• Medical office or hospital patient access registration experience highly desirable
• Experienced working in medically underserved/culturally diverse communities
• Knowledge of medical terminology
• Knowledge of ICD-20 and CPT coding
• Bilingual Spanish and English
  
  

Physical Requirements

Primary Duty

Percent of Time Performing Duty

Visual Acuity

YES

75-100%

Hearing

YES

75-100%

Standing

NO

0-24%

Walking

NO

0-24%

Lifting/Pulling/Pushing

NO

0-24%

Sitting

YES

75-100%

Reports To: Center Manager

Sage Health will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance

About Sage Health

We believe all seniors regardless of means deserve concierge primary care & wellness, without the concierge fees. They've earned it.

Sage Health builds enriching neighborhood health centers that are easy to access, provide or arrange for all our patients' healthcare needs, and partners with Medicare Advantage plans that fully cover primary care. Unlike other physician practices, a Sage Health physician has a patient panel of 400 or less, and we collaborate with the best outcomes-oriented specialists and hospitals in each market. Because we are not a fee-for-service provider and manage patients within a global capitation budget provided by Medicare Advantage plans, our only concern and motivation is to keep our seniors healthy.

Sage Health is a destination for the best risk provider talent in the country who are building the new standard-bearing senior model for the United States.