Remote Telehealth Coordinator, Virtual Care Center

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve.

In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Remote 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, and 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. Coordinator must be customer service oriented with focus on assisting Alignment staff and patients with resolution of issues in a timely manner.

This role reports to the Telehealth Program Manager.

• 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

N/A

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Required to work on Saturdays

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

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…