[Hiring] Floating Care Coordinator @Visana Health

Role Description

The Floating Care Coordinator serves as both an operational anchor and an agile clinical support resource. This hybrid role drives tactical execution—managing day-to-day clinic workflows, reporting, and staff coordination—while actively "floating" into direct Care Coordinator duties to provide surge capacity, backfill PTO/sick leave, and eliminate bottleneck tasks in real time. This role bridges leadership and frontline care, ensuring seamless, high-quality experiences for both patients and providers.

Key Responsibilities

• Floating Care Coordination & Surge Clinical Support
  • Dynamic Float Support: Seamlessly step into the frontline Care Coordinator workflow during peak volume, unexpected surges, sick calls, or planned absences to maintain clinic continuity.
  • Patient Navigation & Task Resolution: Perform essential administrative and clinical coordination duties as needed, including scheduling visits, submitting lab/imaging orders, managing prior authorizations, coordinating pharmacy calls, processing referrals, updating electronic health records, and collecting payments.
  • Direct Member Outreach: Conduct empathetic, proactive patient communication via phone, video, chat, email, and portal messages to close care gaps and address follow-ups.
  • Real-Time Clinical Troubleshooting: Support patients and providers in real time to resolve pharmacy rejections, imaging delays, or telemedicine connectivity hurdles.
• Clinic Operations & Staffing Execution
  • Coverage & Roster Management: Oversee daily staffing rosters for clinical and administrative team members; handle sick calls, shift coverage, and reallocate workload so no queues fall behind.
  • Standard Operating Procedures (SOPs): Maintain and update internal how-to guides, workflow checklists, and onboarding materials to ensure operational alignment.
  • Meeting & Action Tracking: Partner with the Practice Managers to coordinate cross-functional team meetings, build agendas, and track action items to completion.
• EMR Administration, Data & Performance Tracking
  • EMR Super-User (AthenaOne): Serve as a subject matter expert in AthenaOne, handling provider training, building recurring reports, auditing charts for completeness, and managing insurance updates to prevent billing delays.
  • First-Level Technical Support: Provide initial troubleshooting to clinicians and staff to resolve virtual visit, portal, and software issues.
  • Quality & KPI Monitoring: Review weekly patient experience dashboards to identify delays or operational bottlenecks; coach Care Coordinators on targeted workflow improvements.
  • Escalation Point of Contact: Serve as the primary escalation point for complex patient complaints, survey follow-ups, or clinical partner inquiries (imaging, pharmacies), escalating to the Practice Manager or Director of Operations when appropriate.
• Compliance & Quality Assurance
  • Regulatory Adherence: Enforce strict adherence to HIPAA guidelines, patient privacy standards, and internal risk mitigation protocols.
  • Chart Administration: Review encounter documentation timeliness and verify that chart tasks are completed accurately to satisfy regulatory and billing requirements.

Qualifications

• Active Medical Assistant (CMA/RMA) certification is required.
• 2–3 years of healthcare administration or clinical coordination experience, ideally in a virtual/telehealth, hybrid, or women’s health environment.
• Previous experience managing, scheduling, or leading frontline clinical staff preferred.
• High proficiency with AthenaOne EMR (or demonstrated super-user capability across similar enterprise EMR systems).
• Experience with CoverMyMeds and prior authorization platforms required.
• Exceptional multitasking agility—comfortable switching between operational management and direct patient-facing tasks.
• Systems-oriented problem solver who thrives in a fast-moving, remote healthcare setting.
• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field (or equivalent operational experience) preferred.

Benefits

• Fully remote work model
• Comprehensive medical, dental, and vision insurance
• HSA & FSA options
• 401(k) program
• PTO
• Wellness perks (including Wellhub and Talkspace)
• Comprehensive HIPAA, privacy, and clinical systems training