[Hiring] Clinical Operations Support Coordinator @Teladoc Health

Role Description

As a vital member of our team, you will play a pivotal role in delivering outstanding service to our members & patients, serving as the face of Teladoc Health with a commitment to professionalism and member/patient-centric engagement across various communication channels such as calls, emails, and chats.

• Respond promptly to inbound calls within the Member Service queues, ensuring a timely and efficient resolution of member/patient requests and services.
• Extract pertinent information to determine member eligibility and prescribe appropriate courses of action.
• Handle and support crisis calls, providing immediate and effective response to members in distress and following established protocols for crisis management.
• Collaborate seamlessly with clinicians and the case team, prioritizing case management/consults with a keen sense of urgency.
• Maintain meticulous case documentation in the relevant systems, ensuring clarity and completeness.
• Foster clear, concise, and effective communication with members, patients, clients, and management through both written correspondence and telephone interactions.
• Coordinate and schedule member/patient appointments as required.
• Collaborate with clinicians to facilitate pharmacy and prescription needs as necessary.
• Uphold the highest standards of quality and timeliness in all outgoing reports and communications.
• Adhere rigorously to PIPEDA rules and regulations, ensuring compliance with all parties involved in the process.

Join us in revolutionizing healthcare delivery and making a meaningful impact on the lives of our members & patients. Your dedication to excellence and commitment to compliance will be instrumental in our collective success.

Qualifications

• Exceptional empathy, actively engaging with members & patients, demonstrating a genuine understanding of their needs.
• Proficient navigation of multiple internal systems & web-based applications to facilitate the initiation of services within the Teladoc Health platform.
• A keen ability to adapt to new processes and thrive in a fast-paced work environment.
• Superior problem-solving capabilities and organizational acumen to address challenges effectively.
• Proficiency in articulating clear and concise call synopses, showcasing effective written communication skills.
• Outstanding telephonic communication abilities, enabling the clear and articulate explanation of complex concepts to our diverse member base.
• A proven track record of exceeding customer expectations, with a strong focus on swift and effective issue resolution.
• Exemplary organizational skills, adept at managing multiple competing priorities in a high-paced environment.
• The versatility to work both independently and collaboratively as part of a dynamic team.
• Comfort in proposing and implementing process changes to enhance the member experience, demonstrating a proactive approach to continuous improvement.
• Availability to work flexible shifts, including days, evenings, and overnights, ensuring comprehensive coverage to meet the needs of our members.

Requirements

• Minimum of 2 years college preferred.
• 3 – 5 years’ experience working in a customer-oriented environment preferably in healthcare or pharmaceutical industries.
• Experience in a call centre or support team.
• Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel.
• Bi-lingual English and French is a requirement.
• This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

Benefits

• Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients.
• Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health.
• Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth.
• Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey.
• Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible.
• Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.