ROLE OVERVIEW and PURPOSE  

The Operations Coordinator for Telehealth will assist with coordinating and providing panel management services to patients seeking services. This role will improve health outcomes through scheduling preventative and maintenance care appointments, educating patients, and enhancing communication and continuity of care.  In addition, this role will work with the team and clinic staff to increase patients’ access to healthcare services and healthcare resources in support of patient’s self-care management goals.  

RESPONSIBILITIES  

Patient Service (PSR) 

• Serves as a liaison that supports internal communication between the mobile services program, patient navigation center, and clinic staff  

• Increases productivity by maintaining a full provider schedule and scheduling patients for PCP follow-up visits and filling open slots with same day appointments  

• Assists in processing patients to ensure efficient flow from the front to back office (site PSR duties)  

• Ensures schedules are maximized and prepped with appropriate visit types for assigned telehealth providers  

• Performs mobile management tasks such as appointment scheduling, recalls, web portal callbacks, and addressing telephone encounters  

• Acts as a point of contact for patients and families asking questions and raising concerns through the patient web portal and via phone  

• Delegates eCW telephone encounters and web portal messages to medical assistants and providers  

Direct Patient Care (MA) 

• Assists with telehealth support during provider visits  

• Assists with the developments, implementations, and updates of telehealth workflows, procedures, and protocols  

• Communicates clinical care services with patients 

• Discuss patient needs and provides education and resources to patients directly 

• Utilizes electronic medical records to order, process and document clinical treatment plans for patients as directed by the provider 

• Conveys information to patients via telephone, email or text under the direction of a provider  

• Familiarity with medical procedures and terminology 

• Use sound judgment and anticipate the needs of the patient and provider 

• Participates as a member of the multi-disciplinary care team  

• Shares accountability for overall patient health outcomes by working in coordination with care teams  

• Schedules patients with chronic conditions for follow-up appointments per preventative and maintenance care schedules   

• Utilizes the primary care medical home model to provide coordinated team care, which addresses current diseases and provides panel management for preventative and health maintenance follow-ups for patients  

• Makes outreach calls to patients missing appointments based on preventative and chronic disease guidelines  

• Builds the medical home between patients and practitioners  

Operational Support 

• Interacts to changing patient or organizational priorities  

• Responds promptly and with caring actions to patients and team members 

• Assist providers with barriers and concerns (IT, Facility, Ergo, EMR) an 

• Impacts patient experiences by demonstrating courteous and helpful behavior and a commitment to accuracy  

• Attends and participates in staff meetings, training, and assignments  

• Operation and coordination support for staff and provider schedules  

• eCW schedule collaboration in closing, opening, and blocking schedules based on provider availability.  

• Orients providers to standard protocols, policies and procedures 

• Coordinates provider workflows to ensure efficient patient care 

EDUCATION/EXPERIENCE  

• High school diploma/GED required  

• Valid Medical Assistant certificate required  

• Current Basic Life Support (BLS) certification required upon hire and must be maintained as a condition of employment. These courses must follow AHA guidelines but may be completed through approved online providers such as ProMed or other equivalent programs that meet recognized BLS standards  

• 1 year of experience working for a non-profit community health clinic is preferred  

• Bilingual (English/Spanish), (English/Arabic), or (English/Mandarin) highly preferred  

• Experience within medical home health preferred (Home Health Only)  

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities)  

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills  

• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form  

• Knowledgeable about and experience with working in healthcare environment   

• Ability to work and communicate with people from various ethnic, socio-economic, educational, and experiential backgrounds  

• Ability to successfully manage multiple tasks simultaneously   

• Able to use critical thinking to make decisions and problem solve  

• Ability and willingness to self-motivate, prioritize, and be agreeable to change processes to improve effectiveness  

• Excellent planning and organizational ability  

• Ability to interact in a manner which is professional, respectful, positive, helpful and promotes trust  

• Ability to work as part of a team as well as independently  

• Ability to work with highly confidential information in a professional and ethical manner 

• Ability to use computer programs, such as spreadsheets and databases 

PHYSICAL REQUIREMENTS 

• Ability to lift/carry 10lbs/weight  

• Ability to stand for long periods of time  

COMPLIANCE (Safety & HIPAA)  

• Follows all safety procedures as outlined in Neighborhood Healthcare’s Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately  

• Maintains current knowledge of policies and procedures as they relate to safe work practices  

• Follows all safety procedures and report unsafe conditions  

• Uses appropriate body mechanics to ensure an injury free environment  

• Familiarity with location of nearest fire extinguisher and emergency exits  

• Follows all infection control procedures including blood-borne pathogen protocols  

• Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes  

• Complies with all regulations regarding corporate integrity and security obligations  

• Reports all behavior and/or activity that are unethical, fraudulent, or unlawful  

Pay range: $24.9500 to $34.93 per hour, depending on experience. 

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate’s overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.