[Hiring] Program Operations Coordinator @DocGo

Role Description

• Continuously monitor clinical and operational queues, clinician coverage, customer support channels, and workflows across multiple virtual healthcare programs.
• Manage and prioritize visit flow based on urgency, clinician availability, service-level expectations, and operational impact.
• Provide real-time operational support to clinicians, including workflow, scheduling, platform, and process-related questions or issues.
• Serve as the primary overnight point of contact for customer support operations, responding to and managing patient/customer inquiries across designated support channels.
• Resolve customer support and operational issues within scope and appropriately triage or escalate matters requiring clinical, technical, partner, or leadership involvement.
• Monitor queues and workflows for backlogs, aging requests, coverage gaps, service-level risks, customer experience concerns, technical issues, or other emerging operational problems and take appropriate action.
• Troubleshoot operational and technical issues and open, manage, and follow support tickets or escalations through resolution or documented handoff.
• Monitor and triage incoming communications across supported channels, including messaging, email, ticketing, phone, and clinical platforms.
• Support and appropriately route requests from patients, clinicians, partners, and internal teams based on urgency and area of responsibility.
• Respond to unexpected operational disruptions, workflow changes, coverage concerns, and other issues affecting overnight service delivery.
• Maintain accurate documentation of consult status, customer support activity, incidents, escalations, service-level misses, and outstanding work.
• Complete required operational reporting and provide clear shift handoffs identifying significant events, unresolved issues, and required follow-up.
• Apply current workflows and operating procedures consistently and incorporate new processes, programs, tools, and requirements as they are introduced.

Qualifications

• 2+ years of experience in healthcare operations, customer service, clinical support, healthcare administration, or a related field.
• Strong organizational skills and exceptional attention to detail.
• Ability to work quickly and accurately in a fast-paced environment while managing multiple active priorities, communication channels, and workflows simultaneously.
• Excellent written and verbal communication skills.
• Strong problem-solving, troubleshooting, prioritization, and decision-making skills.
• High level of comfort with technology and the ability to quickly learn, navigate, and work across multiple systems and platforms.
• Ability to work independently, exercise sound judgment, and recognize when an issue requires escalation.
• Experience with or comfort using EMRs, ticketing systems such as Jira, communication tools such as Slack, and other web-based operational platforms.
• Ability to reliably work the assigned overnight schedule.
• Ability to attend required daytime onboarding, training, staff meetings, and other designated operational sessions as scheduled.
• A college degree is not required with sufficient relevant experience.
• Candidates with substantial help desk, service desk, technical support, or similar troubleshooting experience may also be considered with less direct healthcare operations experience, particularly when that experience demonstrates strong customer support, technical aptitude, multitasking, prioritization, and issue-resolution skills.

Company Description

SteadyMD powers high-quality virtual care for digital health companies, labs, pharmacies, employers, and other healthcare innovators. We provide a 50-state virtual clinician workforce, clinical operations, and technology that matches patient needs with the right clinical expertise and maintains a roster of more than 600 clinicians. In October 2025, SteadyMD joined DocGo, combining nationwide virtual care with DocGo's mobile health services to bring care to patients at any address.