Who We Are
NeuroFlow CEO and West Point graduate Christopher Molaro served in the army for five years, including a tour in Iraq as a platoon leader. Coming back home, he experienced firsthand the gaps in the behavioral health system and how veterans and civilians alike face too many barriers when it comes to receiving appropriate, timely care.
While pursuing his MBA at Wharton, Chris met his future co-founder Adam Pardes, and the two agreed – even the most engaging digital mental health apps in the world wouldn’t truly change the problem; only a solution that systematically integrated behavioral health into the full healthcare ecosystem could create meaningful change. And so they created NeuroFlow.
What We Do:
How We Do It:
The award-winning culture at NeuroFlow is one built around encouragement and daring to be great. Our core values have been displayed in our office since day one, and each team member is responsible for carrying out these values and keeping each other accountable to them. We succeed through our flexibility and agility, navigating and transforming an industry ripe for change where “no” or “can’t” is too often the default. NeuroFlow offers unique opportunities to work in a fun and challenging fast-paced environment with direct, meaningful impact on helping to close the divide between mental and physical health.
About the team & Opportunity:
The Care Navigation team is responsible for working directly with patients and their providers to connect them to mental health care. We respond to referrals from a patient’s referring provider and proactively reach out to patients who have mental health needs. Our goal is to reduce the challenges that patients face in their search for care, and strive to make the process as seamless as possible in order to connect them to their physicians for proper mitigation of their symptoms.
This role is Part Time between the hours of 9am-6pm EST .
Accountabilities:
- Patient and Provider Interactions:
- Work directly with patients via phone and secure messaging to get them the mental healthcare they need
- Use Quartet’s system to find the right provider match for the patient based on location, specialty, insurance, and patient preferences
- Lead informed discussions with patients in order to surface care needs and support their care journey.
- Troubleshoot any issues with a patient’s referral.
- Work with providers via inbound calls to assist them with getting their patients connected to mental health care and working to resolve issues they may have when submitting patient referrals.
- Receive inbound calls from case managers to create referrals and assist their patients with getting connected to mental health care.
- Administrative duties:
- Document patient and/or provider interactions.
- Utilize Quartet technology, tools, messaging, and workflows.
- Support administrative tasks needed by the Care Navigation team.
- Establish a core understanding of Quartet's product, in order to successfully route a patient to the right care.
- Apply foundational knowledge of our workflows and market nuances to assist patients in their journey to care and support providers with submitting patient referrals.
- Measures of success:
- Meet team expectations for performance and output.
- Complete a targeted number of patient and/or provider phone calls each day in a timely manner.
- Commitment to standardized Care Navigation performance metrics.
- Provide exceptional customer service to patients and/or providers while connecting them with care or troubleshooting the reason for their call.
- Collaboration:
- Investigate and surface patient and/or provider needs as necessary to their Care Navigator, Clinician, Network Success Manager, or Provider Support Specialist.
- Communicate clearly with the patients’ Care Navigator to share knowledge on the patients’ treatment needs and preferences.
- Work cross-functionally to improve patient outcomes.
Minimum Qualifications:
- 2+ years experience working in a healthcare specific field required
- Experience and comfort with swift tactical changes and fast paced environment
- Ability to use passion and care while interacting with patients with behavioral health needs
- Critical thinking skills, organized, thorough, and capable of managing tasks in a fast-paced, ever-changing dynamic environment.
- Familiarity with Google Suite
- Quiet, confidential, and secure work environment.
Preferred Qualifications:
- Experience working with patients with behavioral health needs
- Customer care experience/care coordination preferred, mental healthcare background a plus.
- Bachelors degree in a health and wellness related field a plus
- Foreign languages (Spanish, Portuguese a plus)
- Experience using SalesForce
What We Believe:
NeuroFlow is a proud equal opportunity employer. Every day we are working to tackle the mental health crisis in America, and in order to do that well, we need diverse voices, experiences, and perspectives at the table. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our workplace.
*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are typically done which will ensure an equal employment opportunity without imposing undue hardship on NeuroFlow. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.
As a HIPAA compliant organization
All team members shall:
Act in accordance with NeuroFlow’s Information Security Policies.
Protect organizational assets from unauthorized access, disclosure, modification, destruction or interference.
Report security events or other risks to the organization
Execute organizational security processes or activities
Perform security responsibilities that defined and communicated for their role
Be responsible for their actions regarding the security of organization
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