Operations Support Coordinator - Specialty Clinic - Remote

General Hours: Monday-Friday (Dayshift), 40 hours per week / 1.0 FTE, Non-exempt

About the role

Join Avel's innovative telehealth team as an eCare Operations Specialist. This entry-level role supports the day-to-day operations of Avel's Specialty Clinic telehealth services by coordinating workflows, managing technology and access needs, assisting with provider onboarding, and supporting rural health clinic partnerships. Ideal for a detail-oriented professional who enjoys coordinating projects, supporting clinical operations, working with technology, and helping improve patient care. You'll collaborate with healthcare and government program teams, support rural health clinics, and play a key role in keeping virtual care services running smoothly.

Responsibilities

• Participates in the development of operational and clinical workflow.
• Assists and educates hub staff on new implementations.
• Works with Clinical Informaticist and Government Operations Analyst to manage paperwork and activities necessary to establish remote access with external EHRs; assists with activation/deactivation of accounts, software upgrades, staff training.
• Manages all equipment and connectivity testing, troubleshooting, and issue resolution, including filing IT tickets, following up on issues, educating employees, working with site personnel, and communicating with IT.
• Assists with implementation tasks and go-live events.
• Assists with data analysis to determine quality improvement opportunities related to key performance indicators of the service line.
• Assists with month-end data compilation and processing.
• Coordinates with management on physician scheduling and communication.
• Assists in development and maintenance of policy and procedure to ensure compliant and efficient workflow.
• Coordinates and tracks scheduling of patient visits and on-demand assessments to facilitate efficient workflow.
• Receives data and inputs information into various computer systems, databases, and spreadsheets as directed.
• Performs duties in an efficient, accurate, and timely manner.
• Manages incoming phone calls from patients, clinical sites, or providers; demonstrates professionalism and excellent customer service.
• Completes video equipment checks per unit-specific guidelines and troubleshoots as necessary.
• Performs generalized secretarial duties: transposes handwritten or verbal communication to typed format, edits for typos, makes copies, collates, assembles, and distributes information as directed.
• Performs tasks as directed by supervisor/director to assist in efficient operation of the Service Line, including supply ordering and equipment maintenance.
• Assists with internal and external customer service activities, including planning and coordinating events, facilitating communication with the service line.

Requirements

• Must successfully complete and maintain any required federal background investigation, credentialing, and clearance processes as a condition of employment and continued assignment to federally contracted or federally operated programs.
• Associate’s degree or equivalent from a two-year college or technical school preferred.
• Two years of related experience and/or training preferred.

About Avel eCare

Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with over 650 healthcare systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Care, Senior Care, and School Health, impacting nearly two million patients annually. For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care.

Mission: "Every person and every community deserves access to high-quality care." At Avel eCare, we collaborate with local clinicians through telemedicine to ensure high-quality care is available when and where it’s needed most.

Vision: "Healthcare without boundaries." Avel eCare is a catalyst for change in healthcare, fostering a future defined by service, quality, collaboration, and innovation.