Operations Coordinator - Telehealth

Responsibilities

• Serves as a liaison that supports internal communication between the mobile services program, patient navigation center, and clinic staff.
• Increases productivity by maintaining a full provider schedule and scheduling patients for PCP follow-up visits and filling open slots with same day appointments.
• Affords assistance in processing patients to ensure efficient flow from the front to back office (site PSR duties).
• Ensures schedules are maximized and prepped with appropriate visit types for assigned telehealth providers.
• Performs mobile management tasks such as appointment scheduling, recalls, web portal callbacks, and addressing telephone encounters.
• Acts as a point of contact for patients and families asking questions and raising concerns through the patient web portal and via phone.
• Delegates eCW telephone encounters and web portal messages to medical assistants and providers.
• Communicates clinical care services with patients.
• Provides education and resources to patients directly.
• Utilizes electronic medical records to order, process and document clinical treatment plans for patients as directed by the provider.
• Conveys information to patients via telephone, email or text under the direction of a provider.
• Familiarity with medical procedures and terminology.
• Uses sound judgment and anticipates the needs of the patient and provider.
• Shares accountability for overall patient health outcomes by working in coordination with care teams.
• Schedules patients with chronic conditions for follow-up appointments per preventative and maintenance care schedules.
• Utilizes the primary care medical home model to provide coordinated team care, which addresses current diseases and provides panel management for preventative and health maintenance follow-ups for patients.
• Makes outreach calls to patients missing appointments based on preventative and chronic disease guidelines.
• Builds the medical home between patients and practitioners.
• Interacts to changing patient or organizational priorities.
• Responds promptly and with caring actions to patients and team members.
• Affords assistance with barriers and concerns (IT, Facility, Ergo, EMR).
• Impacts patient experiences by demonstrating courteous and helpful behavior and a commitment to accuracy.
• Attends and participates in staff meetings, training, and assignments.
• Operational support for staff and provider schedules.
• eCW schedule collaboration in closing, opening, and blocking schedules based on provider availability.
• Orients providers to standard protocols, policies and procedures.
• Coordinates provider workflows to ensure efficient patient care.

Qualifications

• High school diploma/GED required.
• Valid Medical Assistant certificate required.
• Current Basic Life Support (BLS) certification required upon hire and must be maintained as a condition of employment.
• One year of experience working for a non-profit community health clinic is preferred.
• Bilingual (English/Spanish), (English/Arabic), or (English/Mandarin) highly preferred.
• Experience within medical home health preferred (Home Health Only).

Additional Qualifications (Knowledge, Skills And Abilities)

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills.
• Knowledgeable about and experience with working in healthcare environment.
• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form.
• Knowledgeable about and experience with working in healthcare environment.
• Ability to work and communicate with people from various ethnic, socio-economic, educational, and experiential backgrounds.
• Able to work and communicate with people from various ethnic, socio-economic, educational, and experiential backgrounds.
• Able to successfully manage multiple tasks simultaneously.
• Able to use critical thinking to make decisions and problem solve.
• Able to self-motivate, prioritize, and be agreeable to change processes to improve effectiveness.
• Able to plan and organize effectively.
• Able to interact in a manner which is professional, respectful, positive, helpful and promotes trust.
• Able to work as part of a team as well as independently.
• Able to work with highly confidential information in a professional and ethical manner.
• Able to use computer programs, such as spreadsheets and databases.

Physical Requirements

• Ability to lift/carry 10lbs/weight.
• Ability to stand for long periods of time.

Compliance (Safety & HIPAA)

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately.
• Maintains current knowledge of policies and procedures as they relate to safe work practices.
• Follows all safety procedures and report unsafe conditions.
• Uses appropriate body mechanics to ensure an injury free environment.
• Familiarity with location of nearest fire extinguisher and emergency exits.
• Follows all infection control procedures including blood-borne pathogen protocols.
• Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes.
• Complies with all regulations regarding corporate integrity and security obligations.
• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful.

Pay

Pay range: $24.9500 to $34.93 per hour, depending on experience.

Career Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.