GoodRx Care’s Patient Support Advocates: Helping You Navigate Telehealth

At GoodRx, we are proud to power our very own telehealth service, GoodRx Care. In continuing with our goals to lower barriers to healthcare and empowering patients through education and advocacy, GoodRx Care’s mission is to provide quality, affordable healthcare. Much like our stellar GoodRx Patient Advocates, GoodRx Care has its own support team answering calls and helping patients navigate their healthcare experience.

For those who are new to telehealth, getting care online can be confusing or even intimidating. At GoodRx Care, the Patient Support Team is there to help you sign up, answer questions, and guide you through the process. They’ll make sure your health needs are met and that the provider addresses your concerns. They are also available to assist anyone who reaches out for treatment or information, regardless of whether or not you become a patient. 

The GoodRx Care Patient Support Team working while sheltering at home for COVID-19.

What does GoodRx Care Patient Support do?

GoodRx Care’s Patient Support Advocates handle a wide range of day-to-day responsibilities, the most common being: 

• Answering patient questions

• Calling pharmacies to clarify information and resolve prescription issues

• Providing assistance to GoodRx Care’s healthcare providers

• Monitoring any recurring site or mobile app issues and collaborating with the engineering department to improve site navigation

• Helping onboard newly hired Patient Support Advocates to maintain quality support

• Continually building out the help center to provide resources to patients

Setting a high bar for patient support

The Patient Support Team always strives to make sure patients are taken care of, even when they aren’t able to steer them toward treatment. The Team will offer referrals or advice to help patients as they continue looking for the services they need. Patient Advocates take pride in their commitment to their patients and to providing excellent service. 

Patient Advocates can offer more than the medical services provided. For Patient Advocate Rudy Brown, his personal mission is to provide an experience where getting healthcare and the help you need is neither difficult nor intimidating. The focus is not only on making sure patients’ needs are met but that the entire care experience is seamless.

Going above and beyond for patients

The Patient Support Team is proud of its individual and team efforts. Ryne Maloney-Risner, a support supervisor, is proud of the team members he’s helped to recruit and train, citing its strong lineup and how important it is to have the right people in the right roles.

Patient Support Advocate Sophie Curtis agrees: “I frequently see my teammates doing the extra work to make sure our patients are well taken care of. This makes me want to do the same — and I do!” 

And they definitely walk the walk: Sophie recently helped a patient find a clinical lab that was walkable from their house, “because it was the nice thing to do for someone who is alone, in pain, and in a new foreign city.”

On the Team, Rudy is also known for his ability to work through frustrations with patients, offering solutions that can completely change the tone of a conversation and lead to a happy resolution. “It can be easy to just dismiss someone who is angry,” Rudy says. “But taking time to understand them and bring them back around goes above and beyond.”

If you’re interested in learning more about the GoodRx Care experience directly from patients, click here! 

Working with pharmacies

As a patient, working through prescription issues on your own can be confusing and daunting. Delays in filling prescriptions can arise, which, along with potential miscommunications, can lead to patients becoming frustrated. That’s where the GoodRx Care Patient Support Team comes in. They’ll call the pharmacy, and, more often than not, the issue will be resolved — or, at the very least, they can get clarification on the holdup. Patient Support Advocates draw on their expertise to save you time and distress when it comes to issues at the pharmacy.

Rallying together in extraordinary times

When speaking to the Patient Support Team for this article, it was clear that they take a lot of pride in their services and dedicate themselves to providing all-around care. When GoodRx Care started offering coronavirus screenings, the Team saw a sudden spike in online visits and everyone came together to keep things running. 

“Every person on the team regularly goes above and beyond to work out misunderstandings with a lab partner, track something down at the pharmacy, or just try to go the extra mile to assist a patient,” says Sara Levy, business operations manager.

As telehealth has increasingly become essential during the pandemic, the Patient Support Team has been able to successfully scale its efforts while continuing to offer the same high level of care. “The coronavirus pandemic has shown how important it is for people to have a remote healthcare option,” says Ryne, Patient Support supervisor.

Getting great patient feedback

One common experience from everyone on the Team is how much they love receiving positive feedback from happy patients. Patient Support Advocates value giving compassionate, comprehensive service and seeing the difference it makes in the patient experience. During the coronavirus crisis, Patient Support Advocate Robert Kreklau says that “our company is determined to provide compassionate, efficient care to those in need, especially during these hard times — we are all in this together.”

The best feedback, according to Sara, business operations manager, is when patients say they felt just as cared for, listened to, and understood as in a traditional medical setting. From conversations with the Team, it’s clear that Patient Support Advocates find it rewarding to work in a role where they can clearly see the positive impact they’re having on patients’ lives. 

As telehealth continues to grow, GoodRx Care’s Support Team is steadfast in its commitment to quality healthcare and providing a personable experience to all patients. Regardless of whether you end up receiving care through GoodRx Care, its Patient Support Advocates can help make sure your health needs are met and provide you with suitable healthcare resources.

Interested in exploring GoodRx Care for your own health needs? Click here to get started.