Virtual Care Coordinator

Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer. As the only National Cancer Institute-designated Comprehensive Cancer Center based in Florida, Moffitt employs some of the best and brightest minds from around the world. Join a dedicated team of nearly 11,000 who are shaping the future we envision. Moffitt has been recognized as a Best and Brightest Company to Work For in the Nation and is continually named one of the Tampa Bay Times’ Top Workplaces.

About the Role

The Virtual Care Coordinator (VCC) is the face of telemedicine at Moffitt. This role is the first step in getting patients connected to virtual oncology care. VCCs gather patient information and work closely with clinics to coordinate care. VCCs are educators that help patients prepare, troubleshoot, and complete registration requirements. Candidates must excel in customer service and be patient-focused.

Responsibilities

• Facilitates Patient Flow
  • Reviews records, assists with patient consent, initial patient screening, and virtual health visits.
  • Prepares and maintains registration information.
  • Troubleshoots and assists patients to ensure a successful connection.
  • Provides support to the provider and assigned clinic.
  • Recognizes urgent situations and implements appropriate procedures.
  • Communicates pertinent information for upcoming visits.
  • Ensures productivity standards are met using all assigned resources and tools and in accordance with organizational protocols.
• Performs Technical Support and Coordination to Virtual Care Patients and Caregivers
  • Communicates proficiently and effectively with patients and caregivers demonstrating knowledge and digital literacy.
  • Troubleshoots, assesses technical challenges, and assists with the download of virtual health clients on a variety of devices (such as computers and mobile devices).
  • Provides detailed, step-by-step technical support and ensures they can successfully navigate and utilize the virtual health portfolio of services.
  • Manipulates appointments in Capstone to enter and review modifications and scheduling of virtual care.
  • Assesses situations to provide appropriate technical and process solutions for patients and caregivers.
  • Responds to the needs of the caller according to department protocols, resolving most inquiries without transfer or escalation.
  • Transfers/escalates situations when appropriate with accurate information utilizing resources to resolve inquiries within the scope of the department.
  • Follows up on messages to ensure they were received and handled to satisfactory completion or escalating to management when appropriate.
  • Performs outbound calls to patients and caregivers to offer proactive technical support for virtual care.
  • Provides proactive outreach to prioritized users with detailed, step-by-step technical support.
  • Develops a thorough understanding of policies and exercises appropriate judgment to handle situations outside of standard protocols.

Requirements

• High School Diploma/GED required.
• 3 years of experience in healthcare or related field providing customer service, patient care support, or healthcare administration.
• Successful completion of a Medical Assistant Program or applicable Military Training (will also accept Oncology Tech and Pharmacy Tech experience).
• Ability to learn and use multiple health-related systems (Capstone, Cerner, Soarian, Virtual Health platform, etc.).
• Calendaring - resending and creating calendared appointments for virtual care.
• Knowledge of system support - helping others download and troubleshoot.

Preferred Qualifications

• Experience in healthcare and/or technology support.
• Experience in an outpatient clinic setting.
• Knowledge of Capstone - appointment modification, scheduling, and reading provider templates.

Pay

Salary Range: $20.64 - $31.47. Salary ranges posted for this position represent the expected base pay range for the role. Actual compensation may vary based on location and a variety of job-related factors, including experience, skills, education, and internal equity among Team Members in similar positions. We are committed to maintaining fair and equitable pay practices and regularly review compensation to ensure alignment across our workforce.