Expert Coach II

Teladoc Health

17h•Remote

About The Position

Teladoc Health is transforming how people access and experience healthcare, recognized as the world leader in virtual care. They partner with over a thousand clients to serve hundreds of thousands (soon millions!) of people living with chronic conditions every day. Teladoc Health offers a whole person virtual care platform that empowers all people everywhere to live their healthiest lives by transforming the healthcare experience, from acute and primary care to chronic care, mental health, and specialty care. Their team of data scientists aggregates and interprets substantial amounts of health data and information to create actionable, personalized, and timely health signals for members, delivering better clinical and financial outcomes while creating a different and better healthcare experience. The Expert Coach is responsible for providing support for whole person 1:1 coaching. The purpose of coaching and education provided is to drive behavior changes that positively impact clinical outcomes and overall health status within the member’s program and beyond, to foster and develop positive relationships with members, and to provide an excellent member experience. Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.

Requirements

Must possess and maintain the NBC-HWC certification or ICF coach.
Assumes responsibility for professional development and continuing education to maintain knowledge, skills, and professional certification.
Up to date with the required CEU’s to maintain NBC-HWC or ICF.
Minimum of a bachelor’s degree.
If coaching in the Diabetes product, must possess and maintain certification as a Certified Diabetes Care and Education Specialist (CDCES).
If coaching in the Diabetes product, assumes responsibility for professional development and continuing education to maintain knowledge, skills, and professional certification.
If coaching in the Diabetes product, up to date with the required 75 CEU’s in 5 years to maintain CDCES certification.
Effectively applies evidence-based principles to enhance coaching practice.
Seeks out and reviews research findings in application to practice.
Ability to interpret and incorporate the ADCES 7 DSME/T education model into practice specifically focusing on behaviors essential for improving health and quality of life of the member with diabetes.
Possess a strong background knowledge behind the science and latest treatment options for managing diabetes.
If coaching in the DPP product, must possess the CDC Lifestyle Certification.
Has at least 3 years of professional experience in the healthcare field.
Provides quality member education and coaching.
Empowers members to be able to effectively self-manage their own chronic condition.
Able to assess and identify individual member’s needs such as skills, knowledge, barriers, and motivation to appropriately educate/coach to drive behavior changes that positively impact clinical outcomes and overall health status.
Conveys enthusiasm and positive energy during member interactions.
Coaching approach is congruent with Motivational Interviewing for a member centered approach.
Possess excellent written and verbal communication skills.
Ability to communicate with members empathetically and according to the Teladoc culture.
Ability to establish rapid member rapport via telephonic and written interactions.
Documents consistently and to the standards set by Teladoc using EMR.
Possess exceptional time management and organizational skills.
Passionate about changing people’s lives and willing to go the extra mile to help members be successful.
Possess excellent customer service skills to provide a consistently high-quality member experience.
Ability to deliver high quality, engaging educational presentations on health and wellness issues.
Display confidence, assertiveness and flexibility.
Must be a self-starter that considers the day-to-day operations of this role as well as the business goals to provide an excellent experience for members.
Creative, dedicated and determined in helping members achieve their goals.
Adaptable, innovative, and embraces teamwork and change.
Knowledge in behavior change and habit formation.
Comfortable working with but not limited to MS word, Excel, PowerPoint, Outlook 365, Microsoft Teams, SharePoint, OneDrive, Salesforce and Learning and employee engagement platforms.
Maintains compliance with Federal, State and local regulations pertaining to training, FDA Quality System Regulation (cGMP), ISO 13485, Canadian Medical Device Regulation (CMDR), In Vitro Diagnostic Directive (IVDD), and Medical Device Directive (MDD) and HIPAA.
Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.

Nice To Haves

Advanced degree in health-related (Behavior, Nutrition, Exercise) field.
Bilingual Spanish/English.

Responsibilities

Empowers members to be able to effectively self-manage their own chronic condition.
Assess and identify individual member’s needs such as skills, knowledge, barriers, and motivation to appropriately educate/coach in such a way that drives behavior changes which positively impacts clinical outcomes and overall health status.
Coaching approach is congruent with Motivational Interviewing for a member centered approach.
Attend mandated meetings and complete trainings online and/or in person when required.
Follow scheduling best practices to meet appropriate coaching utilization and meet member needs.
Actively participates in process improvement with a positive attitude and solution-focused mindset.
Provides support to other coaches who have less experience by way of formal or informal mentoring, offering feedback and answering questions.
Support content development (including but not limited to education handouts, videos, podcasts, and client facing presentations) as requested.
Stay updated on clinical best practices for whole-person coaching; shares clinical expertise/knowledge across team and company as needed.
If coaching specifically in the Diabetes Management (DM) product: Utilize CDCES knowledge to autonomously provide 1:1 diabetes education and coaching sessions based on the ADCES 7 Self-Care Behaviors, including other clinically relevant and evidence-based recommendations.
If coaching specifically in the Diabetes Management (DM) product: Stay up to date on clinical best practices for diabetes management.
If coaching specifically in the Diabetes Management (DM) product: Facilitate live diabetes focused Learning Events for group coaching as needed.
If coaching specifically in the MH product: Utilize NBC-HWC or ICF credentialing knowledge to provide 1:1 mental health coaching sessions based on Teladoc Health’s evidence-based mental health coaching protocol inclusive of theories from the Unified Protocol for Emotional Disorders, Cognitive Behavioral Therapy and Dialectical Behavior Therapy.
If coaching specifically in the MH product: Provide asynchronous text-based support to members and help them engage in our Digital Mental Health Platform.
May have up to 30% of time allocated to liaison, project, or cross-functional responsibilities as needed by the business and approved by direct manager/lead.
Provide real time response and support for wirelessly enabled monitoring device on a 24/7/365 rotating basis as indicated.
Focus on serving members efficiently and effectively to achieve the best outcomes possible.
Refer members for support and education for other conditions as needed based on clinical care guidelines including the ADA Standards of Medical Care in Diabetes, AHA Hypertension Clinical Guidelines and CDC DPP Lifestyle Management guidelines.
Actively engage with members via a variety of communication tools including telephone, email, text, virtual application, and 1:1 coaching session to provide feedback and support, answer questions, share resources, and hold members accountable to their goals.