Gabbi, Inc. Lead Care Coordinator Remote · Contractor

Apply for Lead Care Coordinator

Gabbi is seeking a passionate part time Care Coordinator with healthcare experience and a strong interest in women’s health. You'll have the opportunity to build and shape our member and patient experience from the ground up, ensuring every interaction reflects our commitment to exceptional care.

Description

Have you ever been impacted by breast cancer? Do you know somebody who has? By the time we turn 50, most of us will have been close to somebody who has had a diagnosis or even been diagnosed ourselves. At Gabbi, we’re on a mission to make late-stage breast cancer obsolete.

Early detection is key. Women diagnosed at stage 0 or stage 1 have a 99% survival rate; women diagnosed at stage 4 have a ~30% survival rate.

The problem is that women don’t know their risk, so they don’t know what kind of care to get and when to get it. Gabbi ensures every woman knows her risk with our consumer facing risk assessment and democratizes access to breast specialists via telehealth in order to get women to the right care at the right time.

We imagine a world where every woman knows her risk, and we won’t stop fighting until we get there. At Gabbi, we save lives. Do you want to save lives too?

What You’ll Do:

• Coordinate patient care by scheduling appointments, guiding next steps, assisting in understanding risk levels, ensuring follow-ups, and conducting outreach to unscheduled patients to keep them engaged in their care journey.
• Own member and patient communications by acting as the initial point of contact, addressing inquiries, and providing timely, empathetic support via email, text, and phone to maintain high satisfaction.Your ability to connect and communicate effectively will be key to our success.
• Ensure all imaging and testing orders are accurately tracked and completed promptly, facilitating timely follow-ups and empowering patients to take proactive steps in their care journey.
• Become an expert in breast cancer screening guidelines, risk assessment, & early detection.Your up-to-date knowledge will enable you to provide accurate and comprehensive information to our members and patients so they can take action.
• Collaborate closely with Gabbi's Breast Specialists, insurance companies, and other healthcare stakeholders. Your efforts will help ensure a smooth and integrated care experience for our members and patients.
• Collaborate with Operations and Product to set up and evaluate support tools and processes to ensure efficient, streamlined, and effective service delivery and workflows.
• Report on contact volume and types, identifying top member and patient pain points and questions. Your insights will drive continuous improvement in our care support procedures.
• Partner with Operations to develop a comprehensive onboarding program for care support, covering care flows and processes. Work closely with Clinical Operations to ensure new hires are well-equipped to provide exceptional care coordination as we scale.
• Lead training sessions for new hires, focusing on essential care coordination skills, platform navigation, and customer service best practices.

What Success Looks Like Within Your First 90 Days:

• Respond to 95% of patient inquiries within 8 business hours. Timely and personable responses build trust and ensure patients feel supported.
• Convert 80% of high-risk members to telehealth by conducting personal outreach to patients who have not booked an appointment to educate patients, address concerns, encourage booking and test different outreach approaches to determine the best strategy to ensure successful outreach.
• Guide patients through testing and resolve delays to ensure 80% of tests are completed within 2 months. Timely results enable early intervention and saves lives.
• Proactively contact patients and send reminders to maintain an 80% follow-up rate. This keeps patients engaged and helps them stay on track with their care plans ultimately improving outcomes.
• Confirm appointments in advance, address barriers, and offer rescheduling to keep cancellations and no-shows below 15%. This reduces wasted resources and maximizes patient adherence to their care.
• Submit 100% of weekly reports on time, detailing listed metrics with actionable workflow insights and recommendations to drive measurable improvements in transparency, efficiency, and patient engagement.

Qualifications:

• 3-5 years in a customer experience or care coordination role, within the healthcare industry
• Comfortable using CRM systems, EMRs, and other telehealth platforms or willing to get up to speed quickly
• Experience communicating with insurance and external providers is required
• Experience owning a project or initiative and leading to fruition
• Experience with regular reporting
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and empathetically
• Passion for human connection and problem solving
• Impeccable attention to detail and organization
• Experience working at an early stage startup a plus
• Experience in the women's health industry a plus
• Experience setting up and creating workflows within CRM systems a plus
• Experience building and conducting support trainings a plus

Benefits:

• $28-$40/hr, depending on experience level
• This position starts as part-time with a planned transition to full-time within 3 months, aligning with growth and operational needs
• Competitive equity and benefits package
• Opportunity to make a meaningful impact in women's health by saving women’s lives through breast cancer early detection
• Opportunity to have a huge impact as one of the first 10 employees on a high growth early stage team