Telehealth Coordinator, Virtual Care Center (Tues - Sat, 7am - 4pm Pacific Time)

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.

Alignment Health is seeking an organized, detail-oriented, and customer service oriented telehealth coordinator (bilingual Spanish, medical assistant with front- and back-office, and remote experience) to join the remote Virtual Care Center (VCC).

As a telehealth coordinator, you will support 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. You will also be responsible for managing inbound and outbound calls in the phone queue while collaborating with cross-functional teams such as Clinical Operations, Member Services, AVA Product team, and DTS Help Desk support to successfully manage the program. As a telehealth coordinator, you will be focused on assisting Alignment Health staff and patients with resolving issues in a timely manner. This role reports to the Director of Virtual Health.

Individuals with front and back office medical assistant experience in PCP, clinic, and / or urgent care settings, and remote experience are highly encouraged to apply!

Schedule: Tuesday - Saturday, 7:00 AM - 4:00 PM Pacific Time (Required)

General Duties / Responsibilities

• Answer inbound calls on the Virtual Care Center queue

• Collect appropriate patient information for scheduling virtual appointments with providers

• Screen patients for appropriate telehealth platform use for virtual appointments

• Support providers with requests for referrals and authorizations including submission, review, and follow up of requests

• Contact partnered medical offices to support patient requests as necessary (ie. IPA groups, PCP offices, pharmacies, DME companies)

• Complete 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

• Participate in team meetings

Note: The Virtual Care Center provides 24-hour member support, and team schedules rotate to maintain coverage. Because there is no single time when all team members are consistently on shift, team meetings are mandatory and are scheduled with advance notice (approximately 2× per month for 30 minutes). Team members are expected to attend these meetings even if they occur during a non-scheduled work hour or meal break. Attendance is clocked and paid, and camera use is optional — phone participation is acceptable.
 

Supervisory Responsibilities:

N/A

Job Requirements:

Experience:

Required:

• Experience with providing high quality customer service

• Experience providing technical assistance

• Minimum 1 year experience in a primary care or medical office setting using phones and scheduling appointments

Education:

Required:

• High school diploma or general education degree (GED).

Preferred:

• Completion of medical assistant program from an accredited school of training.

Training:

• Preferred: Medical Terminology

Specialized Skills:

Required:

• Able to use multiple systems simultaneously

• Basic understanding in current mobile device technology and ability to learn and adapt to Alignment specific applications and protocols

• Proficiency in Microsoft Suite programs (Outlook, Teams, Work, Excel)

• Basic math skills required for data analyzation

• Able 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 organize