Clinical Operations Support Coordinator

Best Doctors Quincy , MA 02170

Posted 3 months ago

Mission to our employees:

A mission-driven organization, Teladoc Health, Inc. is successfully transforming how people access and experience healthcare around the world. Through market-leading innovation in virtual care, our award-winning clinical solutions are helping millions of people resolve their healthcare needs with confidence. Today we have more than 2,000 employees, working together to deliver care in 130 countries and in more than 30 languages, to more than 10,000 clients including world recognized leaders.

We are committed to providing our Employees with a dynamic and collaborative work environment; there is equal opportunity for learning and personal growth. Creativity and innovation are encouraged. Above all, our mission-oriented employees will be treated with the same attention, respect, values and care that we provide to our clients and members.

What we are looking for:

The Clinical Operations Support role plays an integral part of facilitating the case management and supporting Teladoc Health members. The Coordinator partners closely with the clinical team to ensure timely and accurate case completion and full member satisfaction. They use their customer service skills and knowledge of Teladoc Health services to efficiently manage incoming and outgoing phone calls, transfers to clinicians, schedule intakes and other appointments with clinicians and provide the highest level of service.

What you will do:

  • Provide exceptional service to members, represent Teladoc Health and our services in a professional, member-centric manner through a variety of communication channels including incoming and outgoing calls, emails and chats

  • Provide regular case updates, escalate case information as needed and demonstrate an appropriate sense of urgency throughout case management

  • Work with the case team to ensure support of members, facilitate and expedite cases

  • Ensure clear, concise and thorough case documentation in the case management system

  • Gather and confirm eligibility information

  • Demonstrate empathy and actively listen to members during all interactions

  • Ensure the highest quality and timeliness for all outgoing reports and communications

  • Schedule member appointments with clinical staff

  • Research and solicit medical experts utilizing the expert database and clinical recommendations

  • Ensure compliance with HIPAA rules and regulations with all parties encountered in the process

Responsibilities:

  • Provide exceptional service to members, represent Teladoc Health and our services in a professional, member-centric manner through a variety of communication channels including incoming and outgoing calls, emails and chats

  • Provide regular case updates, escalate case information as needed and demonstrate an appropriate sense of urgency throughout case management

  • Work with the case team to ensure support of members, facilitate and expedite cases

  • Ensure clear, concise and thorough case documentation in the case management system

  • Gather and confirm eligibility information

  • Demonstrate empathy and actively listen to members during all interactions

  • Ensure the highest quality and timeliness for all outgoing reports and communications

  • Schedule member appointments with clinical staff

  • Research and solicit medical experts utilizing the expert database and clinical recommendations

  • Ensure compliance with HIPAA rules and regulations with all parties encountered in the process

Requirements:

  • Demonstrated ability to exceed customer expectations with a focus on issue resolution

  • Excellent telephonic communication skills

  • Ability to explain concepts in a clear and articulate manner

  • Ability to write clear and proficient call synopses

  • Excellent organization skills with the ability to manage multiple, competing priorities

  • Ability to adapt to a fast-paced work environment in a growing company

  • Superior problem solving and organizational skills

  • Ability to work independently and as part of a team

  • Superior problem solving skills with ability to make decisions

  • Comfortable in recommending process changes to management to achieve a better experience for members

  • High School or equivalent required

  • Minimum of 2 years college preferred

  • 3 5 years' experience working in a customer oriented environment preferably in Healthcare

  • Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel

  • LPN, Nursing Students, Certified Nursing Assistant training a PLUS

  • Bilingual English, Spanish or French, a PLUS

Company Benefits:

  • Very competitive salary & equity compensation

  • Excellent health, dental, vision coverage

  • 401k benefits with employer matching contribution; immediately vested

  • Awesome people to work with

  • Becoming a part of a movement in telemedicine and building something that matters

For a more detailed look at our company and values, visit our website at https://teladochealth.com/en/about/

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.


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Clinical Operations Support Coordinator

Best Doctors