Bi-lingual Care Coordinator (Remote)

| San Francisco | Remote
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About us:
Grand Rounds is a new kind of healthcare company. Founded in 2011, the company is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones. Grand Rounds creates products and services that give people the best possible healthcare experience. Named a 2019 Best Place to Work by Glassdoor and Rock Health’s 2018 Fastest Growing Company, Grand Rounds works with inspiring employers and doctors to empower them to be the change agents we need to make our shared vision a reality.
We’re looking for someone who believes that each and every customer deserves world-class service and goes above and beyond to make sure that service is delivered. Our care coordinators have a demanding job, but the demands are worth the rewards. This is one of those rare opportunities where your work will help save lives, and truly enrich others. Care Coordinators are our most visible representatives of our mission to raise the standard of healthcare for everyone, everywhere. If you're a highly empathetic and friendly individual, with a strong interest in making a real difference to people, we want to hear from you. Our Care Coordinators are on the front lines of our patient care, and we need your detail oriented self to come and join the mission!
Please note that we are specifically looking for individuals who are able to speak and write fluently in both English and Spanish. Also, this is a remote, work from home position.

In Your First 30 Days:

  • Onboard with Grand Rounds team and engage in internal learning
  • Demonstrate knowledge of proprietary software and other required technology (Google apps, etc)
  • Learn to articulate the Grand Rounds Mission and fully understand all of our product offerings
  • Immediately make an impact on our members by guiding them through starting a case and delivering a few cases of your own
  • Get to know your team members - catch up over lunch, shadow, go to trivia…!

In Your First 60 Days:

  • Be readily available on the phone to answer questions, start cases on behalf of members, and assist them with navigating the healthcare system.
  • Demonstrate proficiency in navigating insurance plan details and customer information provided by Grand Rounds
  • Set personal short term and long term goals (>1 year and 2-3 years)

In Your First 90 Days:

  • Be a vocal and active contributor during team meetings; we want to hear your perspective!
  • Demonstrate an ability to skillfully and effectively collaborate with colleagues throughout the organization

Responsibilities:

  • Delight our customers. You’ll pull out all the stops to deliver a memorable experience (in a “I can’t wait to tell my friends about this fabulous service” way)
  • Navigate the challenging and complex health care landscape, and pivot quickly with change
  • Research internal resources and external customer benefits to determine the best action to take for the member, and ensure the most accurate information is relayed
  • Handle a fast-paced environment with competing priorities. You need good judgement to appropriately prioritize your responsibilities
  • Be empathetic. You’ll work with members and their families who are going through challenging times. They may be grouchy. They may be in pain. They may be confused. You need to keep perspective, be empathetic, be efficient and reassure them that you can help
  • Focus and participate in continuous improvement, constantly questioning how and why we do things and suggest alternatives that improve the customer experience, efficiency, etc…
  • Ask questions and raise your hand when you need help. Lost time can directly impact lives

Qualifications:

  • Bachelor’s degree and/or 5 years relevant experience in healthcare or benefits/insurance is highly preferred
  • Exceptional business writing skills in English and Spanish, including accurate spelling and grammar. Not only will you talk to people on the phone, you’ll communicate with patients and doctors in writing as well
  • Excellent verbal skills in English and Spanish are essential as you’ll need to explain our services with confidence, speak clearly, confidently, and have a friendly phone demeanor
  • Demonstrated attention to detail
  • Proficiency with technology; experience with google apps, apple products, and customer relationship management software a plus
  • Ability to independently manage one’s own workload while maintaining quality targets and exceeding member expectations
  • Demonstrated ability to think critically and problem solve complex situations 
  • A sense of humor. We work hard. So we like to laugh a lot too.
  • Ability to work from a home office

We are a 24/7 care center operation with a variety of non-traditional schedules available. Strong preference will be given to candidates who are able and willing to work weekends on a consistent basis.
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Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

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Technology we use

  • Engineering
    • KotlinLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SwiftLanguages
    • GoLanguages
    • SparkLanguages
    • ReactLibraries

Location

We are located in downtown SF close to many restaurants and public transportation options. And our biggest office perk: beautiful views of the bay.

An Insider's view of Grand Rounds

What's something quirky about your company?

At 3pm everyday, folks from IT and engineering do planks and increase the time by a couple seconds every day. I'm waiting for them to restart the clock before I join in again, but it's a nice ritual. We are a healthcare company, after all!

Megan

Engineering Manager

What's the biggest problem your team is solving?

To meet the emerging needs presented by COVID-19, we are expanding our capabilities and offering new product packages, building on our core clinical and technological strengths. When the GR team is passionate about a problem, we can deliver life changing products and services to our Members with agile speed

Kelsey

Chief of Staff

What does career growth look like on your team?

We're principled in our approach. Here at Grand Rounds I spend a lot of time understanding where an engineer is going, and then working with them to build out a custom plan to get there. Career growth at Grand Rounds is much more personalized vs. following a standard career ladder description.

Nick

Senior Manager, Data Engineering

What is your vision for the company?

Our vision is to personalize healthcare by leveraging technology and combining with the right human connection to navigate everyone, everywhere to the best medical outcomes. Think Jarvis (from Iron Man) as your personal healthcare assistant!

Anant Gupta

Sr. Director, Engineering

What makes someone successful on your team?

Each team member sets the culture of rooting for the team, practicing open communication, and driving healthy debate. They value the importance of their efforts towards making a meaningful difference to the lives of our members which helps them stay engaged and motivated every single day.

Vinay

Senior Software Engineer

What are Grand Rounds Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
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