Job Description

WORKING HOURS- Weekdays 4 hour shift from 8-12 or 12-4 or 4-8  Biweekly weekend work Saturday/Sunday 8am-2pm or 2pm-8pm 

The Virtual Health Coordinator will work closely with PVH providers to provide real-time support for both the providers and patients leveraging the virtual clinic service. The Coordinator will also work closely and in support of telephonic Care Advice Line registered nurses, Population Health support staff, primary care providers (PCP’s), and networked partners to provide real-time call queue support for Care Advice Line functions not requiring RN licensure, i.e., independent clinical assessment.  

PRIMARY JOB DUTIES: 

• Support communication between the patients entering the virtual clinic queue and the providers that are extending their services 

• Monitor internal systems (athena, 8x8, slack, etc.) and follow required protocols for provider and patient outreach

• Manage expectations around wait time for patients and troubleshoot issues with providers/patients on our virtual health platform

• Answer and address incoming calls promptly and in according with SOP and training guidelines

• Effectively manage communications, both written and verbal to all patients, caregivers, peers and healthcare providers 

• Collaborate effectively with integrated care team to support care coordination for patients

• Answer and resolve business office inbound calls related to population health, care coordination, or other clinical activities

• Assist in managing the virtual clinic’s administrative inbox and completing the tasks as needed 

• Assist in scheduling PCP or specialist appointments as necessary 

• Assist with patient reporting and tracking as necessary 

• Make appropriate referrals to internal care team, payer programs, community resources, home care, and disease management programs

• Support the Care Advice Line by accurately identifies patients, caregivers, and their primary purpose and need for calling the nurse line

• Triages and transfers call and cases appropriately to RNs, providers, team members and 911

• Participate in quality assurance process  

• Assist with appropriate and miscellaneous projects as assigned

Qualifications

• Preferred experience with professional telephonic or remote communication

• Prior experience working in a healthcare setting 

• Prior experience with Athena EMR preferred 

• Ability to work evenings, weekends, and holidays

• Must comply with all HIPAA rules and regulations

INTERPERSONAL SKILLS & ATTRIBUTES:

• Strong verbal communication skills, both verbal and written

• Team focused as well as self-motivated: understands the need to work as a group to achieve goals, support team members, and listen to other points of view.

• Demonstrate sound judgment and strategic mindset through critical decision making

• Maintain a positive, patient and empathetic, attitude towards patients/providers

• Ability to function efficiently in a virtual environment and meet defined goals

• Ability to prioritize workload and focus on tasks with a keen attention to details

• Proficient with Microsoft Office applications including Word, Excel, and PowerPoint as well as Google Docs

PHYSICAL DEMANDS:

• Ability to constantly remain in a stationary position

• Ability to constantly operate a computer and other office productivity machinery, such as computer and printer

• Ability to read and use close vision, including the ability to do so on a computer screen

• Ability to frequently communicate and exchange information

• Ability to frequently adjust focus

Additional Information

All your information will be kept confidential according to EEO guidelines.

TECHNICAL REQUIREMENTS (FOR REMOTE WORKERS):

IN ORDER TO SUCCESSFULLY WORK REMOTELY, SUPPORTING OUR PATIENTS AND PROVIDERS, WE REQUIRE A MINIMUM OF 5 MBPS FOR DOWNLOAD SPEED AND 3 MBPS FOR THE UPLOAD SPEED. THIS SHOULD BE ACQUIRED PRIOR TO THE START OF YOUR EMPLOYMENT. THE BEST MEASURE OF YOUR INTERNET SPEED IS TO USE ONLINE SPEED TESTS LIKE HTTPS://WWW.SPEEDTEST.NET/. THIS GIVES YOU AN UPDATE AS TO HOW FAST DATA TRANSFER IS WITH YOUR INTERNET CONNECTION AND IF IT MEETS THE MINIMUM SPEED REQUIREMENTS. WORK WITH YOUR INTERNET PROVIDER IF YOU HAVE QUESTIONS ABOUT YOUR CONNECTION. EMPLOYEES WHO REGULARLY WORK FROM HOME OFFICES ARE ELIGIBLE FOR EXPENSE REIMBURSEMENT TO OFFSET THIS COST.