Medical Assistant, Care Coordination

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Medical Assistant (MA), Care Coordination plays an integral role in ensuring superior care of members treated through Teladoc. The MA will apply professional knowledge and clinical skill in supporting Teladoc members and the interdisciplinary care team for post-visit or post-hospitalization support. Through communication with both internal and external parties, the MA contributes to products and services that relate to the delivery of high-quality and cost-effective virtual care to Teladoc Health patients.

Please note the schedule for this role is Monday-Friday, 10:30am-7pm. This team also works the following Teladoc observed holidays: Columbus Day, Veterans Day, and the day after Thanksgiving.

Essential Duties and Responsibilities

Deliver exceptional service to members, providers, care team members and external facilities representing Teladoc in a professional and courteous manner through a variety of communication channels including written, telephone, and video. (50%)

Manage daily assignment to meet department-specific performance metrics by applying professional knowledge to support the Care Coordination team for any care management needs (post-visit or post-hospitalization) which may include: (50%)

• Triage and prioritize case volumes
• Scheduling internal and external appointments
• Process referrals and prior authorizations in a timely, thorough manner for members
• Medical records collection from external facilities
• Review intake records for completeness
• Obtaining and documenting members’ medical history and biometric screening data
• Ensure that patient’s EHR is up to date with information on specialist consults, hospitalizations and/or procedures related to their health
• Transfer of information to the Electronic Health Record (EHR)
• Maintain detailed and accurate case documentation in the electronic health record
• Identifying and communicating community resources and preventative health opportunities to members
• Coordination of services and/or equipment for members’ home use
• Maintain confidentiality and adhere to all applicable regulations, including HIPAA.
• Communicate with patient and other health care team members to ensure delivery of high-value care
• Other duties as assigned

Clinical Duties include:

• Identify preventative measures and utilize community resources to execute high value care
• Take patient’s full history including medications and document biometric screenings
• Support the nursing and referral team with care management needs
• Help patients by providing information, services and assistance
• Other duties as assigned

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Please note the schedule for this role is Monday-Friday, 10:30am-7pm. This team also works the following Teladoc observed holidays: Columbus Day, Veterans Day, and the day after Thanksgiving.
• Active Medical Assistant Certification required
• 2+ years of college
• 2+ years Medical Assistant experience
• Customer service experience required
• LPN/LVN, nursing student training helpful
• EHR experience preferred
• Proficient computer skills, specifically with Microsoft software
• Virtual work experience with video conferencing
• Ability to work independently and as part of a high performing team
• Ability to receive work instruction and maintain department productivity standards
• Exceptional customer service skills
• Excellent written and verbal communications skills
• Strong time management and organizational skills, with ability to effectively manage multiple, competing priorities
• Possess high degree of computer literacy and ability to manage multiple systems, including Microsoft software and video calls.
• Ability to learn new procedures processes and adapt to changes in working environment