Care Coordinator (Shift 9am - 6pm CST / 8am - 5pm MST)

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a deeply personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By combining a careful assessment of patients’ symptoms, health histories, preferences, and goals with predictive data and latest evidence-based guidelines, we help patients choose—and navigate—the most effective treatment pathway for them, every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company.

About the Role

The Care Coordinator is responsible for facilitating conversations and collaboration between interdisciplinary care teams including Care Navigators, Care Coordinators, Primary Care Providers, Orthopedic and Physical Therapy teams. The Care Coordination Team answers and transfers inbound calls, assists patients to scheduling specialist appointments, and collaborates cross-functionally to provide a seamless patient experience. This role is the first contact for most patients and the ability to foster patient relationships through empathy and striving to provide a patient-centered experience at every contact is critical. This position is a non-exempt (hourly) role. 

Location

This role is 100% remote

Responsibilities

• Support patients in scheduling provider visits
• Ensure proper documentation of all patient contacts
• Support outreach and navigation teams with operational and non-clinical tasks
• Answer patient calls and appropriately transfer escalated patient issues, ensuring the appropriate resources are involved
• Capture patient referrals through inbound fax
• Identify and request necessary patient documentation from patients and community providers
• Other duties may be assigned

Required Qualifications

• High School Diploma / GED (or higher)
• Experience with escalated customer service issue resolution
• Knowledge of Microsoft Office products – Microsoft Word (create and edit correspondence), Microsoft Outlook (email and calendar management), Microsoft PowerPoint (ability to create and edit slides) – and proficiency in Microsoft Excel (ability to create, edit, and sort spreadsheets, basic analytical formulas (VLOOKUP, if)
• Phone/Fax system experience
• EMR experience, Athena & Epic preferred

Preferred Qualifications

• Associates Degree or higher
• Typing speed of 40+ WPM 
• Experience as a Medical Assistant, Certified Nursing Assistant, Pharmacy Tech, or other clinical or administrative role in a health care setting

Skills 

• Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments
• Interpersonal Skills – Focuses on solving conflict; maintains confidentiality; listens to others; keeps emotions under control and overcomes resistance when necessary; remains open to new ideas
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds openly to questions.  Must be able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time
• Dependability – Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan
• Initiative – Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed; generates suggestions for improving work and workflow.