Member Experience Specialist (Physician Facing Team)

Job description

About Carda Rehab is a pain. So much so that only 10% of qualifying Cardiac and Pulmonary patients attend. At Carda Health, we’ve reimagined rehab. Our program allows patients to complete inspiring, convenient, life-saving therapy remotely. Who are we? We are a team of clinicians, data scientists, mathematicians and repeat entrepreneurs. And a few recovering financiers. Our belief is that technology and data, when applied to the right problem, transforms people’s lives and changes even the most entrenched industries. Carda was founded by Harry and Andrew, two friends from Wharton who share a family history of heart disease and experience with poor access to care. We now work with some of America’s largest and top-ranked hospitals and most innovative insurers. We are fortunate to be backed by some of the best investors in the business who have also backed the likes of Livongo, Hinge, Calm, MDLive, and others. Who are you? You are a master of follow-through with a talent for navigating the complexities of the healthcare ecosystem. You understand that behind every successful patient outcome is a mountain of critical paperwork that needs to be moved. Persistent yet professional, you aren't afraid to pick up the phone to track down a missing record, and you take pride in the meticulous accuracy of your documentation. You thrive in a fast-paced environment where priorities shift, but your attention to detail remains unwavering. Above all, you are a problem-solver who takes initiative to clear the path so our patients can start their journey to better health. Position Overview: The Member Experience Specialist (Physician Facing Team) plays a critical role in supporting the coordination and intake process for Carda’s cardiopulmonary rehabilitation program. This position serves as the vital bridge between physician offices, patients, and our internal clinical teams. Your mission is to ensure the timely, accurate, and efficient processing of referrals and medical documentation, ensuring that "logistics" never stands in the way of life-saving care. Key Responsibilities: External Coordination & Referral Processing Proactively contact outside physician offices to request, obtain, and follow up on required medical records necessary to determine patient eligibility. Maintain consistent communication with external physician offices to ensure the timely receipt of documentation. Accurately process incoming external referrals, ensuring all documentation is complete and compliant with program criteria. Patient Communication & Advocacy Communicate directly with patients to verify clinical providers and information. Provide transparent updates to patients regarding their medical history (PMH) status and guide them through the next steps of the intake process. Internal Physician Support Submit and track daily internal referral requests to Carda physicians for eligibility determination. Compile and present relevant patient information clearly to support efficient clinical decision-making. Operational Excellence & Documentation Maintain organized, up-to-date records of all communications and referrals in accordance with regulatory standards. Identify and address gaps in documentation or workflow delays to ensure a seamless intake process. Ensure 100% accuracy in data entry and record management, adhering strictly to HIPAA and privacy standards. What we look for: Experience: Previous administrative or healthcare coordination experience (Telehealth or referral management experience is a major plus). Education: High school diploma or equivalent required; Bachelor’s degree preferred. Medical Literacy: Familiarity with medical terminology and healthcare workflows. Organizational Prowess: The ability to manage multiple tasks and track numerous patient cases simultaneously without losing detail. Communication: Professional, clear, and courteous communication skills for interacting with physicians, clinical staff, and patients. Nice to Haves: Problem-Solving Mindset: A demonstrated ability to proactively identify barriers to obtaining records and develop creative solutions to overcome delays. Time Management: Proven ability to effectively prioritize daily responsibilities in a fast-paced, high-volume environment. Adaptability: Comfort working in a dynamic startup setting where processes evolve and priorities shift. High Attention to Detail: A "detective" mindset—the ability to spot inconsistencies or missing information in medical records before they become issues. Why Join Carda Health? Be part of a mission-driven company dedicated to improving lives for patients with chronic conditions. Fully remote role with a supportive and collaborative team culture. Opportunity to grow and develop within a rapidly scaling healthcare startup.