Telehealth Coordinator, VCC

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The Telehealth Coordinator, VCC role is responsible for day-to-day support of the patients and providers in the Virtual Care Center. This includes, but is not limited to, answering calls in the phone queue, scheduling telephonic and virtual appointments, following up on referrals and authorizations, supporting outbound follow up calls, providing systems trainings for new hires, and completing administrative tasks as applicable. This Coordinator is primarily responsible for managing inbound and outbound calls in the phone queue while collaborating with a cross-functional team of Clinical Operations, Member Services, AVA Product team, and DTS Help Desk support to successfully manage the program. Coordinator must be customer service oriented with focus on assisting Alignment staff and patients with resolution of issues in a timely manner. This role reports to the Telehealth Program Manager.

General Duties/Responsibilities (May include but are not limited to):

• Answering inbound calls on the Virtual Care Center queue
• Collecting appropriate patient information for scheduling virtual appointments with providers
• Screening patients for appropriate telehealth platform use for virtual appointments
• Supporting providers with requests for referrals and authorizations including submission, review, and follow up of requests
• Contacting partnered medical offices to support patient requests as necessary (ie. IPA groups, PCP offices, pharmacies, DME companies)
• Completing outreach calls for various patients’ groups as applicable (ie. ER admits, Teladoc follow ups, Annual assessments)
• Support new hire onboarding by completing training or shadowing sessions of systems used in VCC
• Complete other job duties as assigned

Supervisory Responsibilities:

N/A

Minimum Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Experience:

Experience with providing high quality customer service

Experience providing technical assistance

1-2 years of experience in a primary care or medical office setting using phones and scheduling appointments

Education/Licensure:

High school diploma or general education degree (GED), required

Other:

Ability to use multiple systems simultaneously

Basic understanding in current mobile device technology and ability to learn and adapt to Alignment specific applications and protocols

Basic proficiency in Microsoft Suite programs (Outlook, Teams, Work, Excel)

Basic math skills required for data analyzation

Ability to trouble-shoot and research issues effectively

Willingness and capability to learn new technologies and adapt to dynamic environment

Strong customer service skills

Technology and automated solutions oriented

Well organized with strong attention to detail and analytical skills while maintaining speed in completing work

Efficient working style with strict adherence to deadlines

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.

If you require any reasonable accommodation under the Americans with Disabilities Act (ADA) in completing the online application, interviewing, completing any pre-employment testing or otherwise participating in the employee selection process, please contact careers@ahcusa.com.

Pay Range: $41,472.00 - $62,208.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com.