Telehealth Clinical Care Coordinator - MDLIVE - Remote (9am-9pm EST)

About the position
The Care Coordinator (CC) is an integral member of the telehealth clinical team, dedicated to delivering healthcare in a dynamic online environment. This role is designed to support both the healthcare team and patients by proactively addressing their needs and requests. The CC's responsibilities are aligned with a team-based care delivery model, ensuring that patient care is seamless and efficient. The position requires strong customer service, communication, and computer skills, as the CC will be interacting with patients and healthcare providers across various platforms. In this role, the Care Coordinator will work five eight-hour shifts, primarily from Monday to Friday, between 9 AM and 9 PM EST, with occasional weekend coverage. The schedule may vary based on business needs, and the CC may need to float between different service lines. While the organization aims to accommodate preferred schedules, flexibility is essential as shifts are subject to change. The essential functions of the job include supporting clinical and administrative operations within telehealth, collaborating with various healthcare providers, and utilizing multiple technologies to deliver patient care. The CC will need to demonstrate exceptional customer service skills, including the ability to de-escalate calls and resolve complaints empathetically. Responsibilities also include assisting with patient correspondence, referral coordination, and ensuring accurate updates in the electronic medical record. The CC will advocate for patients' needs and facilitate communication between patients and the healthcare team, embodying teamwork as a core value.
Responsibilities
? Support the clinical and administrative operations of telehealth across practice settings.
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? Collaborate, facilitate, and orchestrate patient care across various healthcare providers and services.
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? Utilize multiple forms of technology and platforms in the delivery of patient care.
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? Possess exceptional customer service skills with the ability to de-escalate calls, resolve complaints, and address patient issues empathetically and professionally.
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? Assist with patient correspondence, referral coordination, excuse notes, medical records, and prior authorizations.
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? Identify and report patient safety and quality issues.
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? Recognize and direct the patient to the appropriate healthcare professional or department.
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? Organize and track operational processes and patient needs for optimal outcomes.
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? Assist the patient with scheduling needs including follow-up visits.
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? Identify and educate the patient on available resources.
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? Accurately update patient information in the electronic medical record.
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? Answer inbound calls, handle patient non-clinical inquiries, and provide basic non-clinical information.
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? Facilitate communication between patients and the healthcare team.
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? Advocate for patients' well-being and needs.
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? Embody teamwork as a core value.
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? Other duties as assigned.
Requirements
? Strong work ethic and ability to multi-task in a high-volume and fast-paced environment.
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? Strong demonstrated computer literacy.
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? Broad knowledge and experience in a clinical setting.
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? Excellent written and oral communication skills.
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? Exceptional customer service, interpersonal, and organizational skills.
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? Ability to work a schedule that may change within the timeframe outlined above.
Nice-to-haves
? Preferred knowledge of EHR systems such as EPIC, Cerner, or Athena.
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? Two or more years of experience in a fast-paced clinical setting.
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? Medical Assistant, medical secretary, or equivalent preferred.
Benefits