[Hiring] Telehealth Coordinator @Alignment Health

Role Description

The Telehealth Coordinator, VCC role is responsible for day-to-day support of the patients and providers in the Virtual Care Center. This includes, but is not limited to:

• Answering calls in the phone queue
• Scheduling telephonic and virtual appointments
• Following up on referrals and authorizations
• Supporting outbound follow up calls
• Providing systems trainings for new hires
• Completing administrative tasks as applicable

This Coordinator is primarily responsible for managing inbound and outbound calls in the phone queue while collaborating with a cross-functional team of Clinical Operations, Member Services, AVA Product team, and DTS Help Desk support to successfully manage the program. The Coordinator must be customer service oriented with a focus on assisting Alignment staff and patients with resolution of issues in a timely manner. This role reports to the Telehealth Program Manager.

General Duties/Responsibilities

• Answering inbound calls on the Virtual Care Center queue
• Collecting appropriate patient information for scheduling virtual appointments with providers
• Screening patients for appropriate telehealth platform use for virtual appointments
• Supporting providers with requests for referrals and authorizations including submission, review, and follow up of requests
• Contacting partnered medical offices to support patient requests as necessary (ie. IPA groups, PCP offices, pharmacies, DME companies)
• Completing outreach calls for various patients’ groups as applicable (ie. ER admits, Teladoc follow ups, Annual assessments)
• Support new hire onboarding by completing training or shadowing sessions of systems used in VCC
• Complete other job duties as assigned

Qualifications

• Experience with providing high quality customer service
• Experience providing technical assistance
• 1-2 years of experience in a primary care or medical office setting using phones and scheduling appointments

Requirements

• High school diploma or general education degree (GED), required
• Ability to use multiple systems simultaneously
• Basic understanding in current mobile device technology and ability to learn and adapt to Alignment specific applications and protocols
• Basic proficiency in Microsoft Suite programs (Outlook, Teams, Work, Excel)
• Basic math skills required for data analyzation
• Ability to trouble-shoot and research issues effectively
• Willingness and capability to learn new technologies and adapt to dynamic environment
• Strong customer service skills
• Technology and automated solutions oriented
• Well organized with strong attention to detail and analytical skills while maintaining speed in completing work
• Efficient working style with strict adherence to deadlines

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to talk or hear.
• The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
• The employee frequently lifts and/or moves up to 10 pounds.
• Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range

Pay Range: $41,472.00 - $62,208.00. Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.