Operations Coordinator - Telehealth

Neighborhood Healthcare•Escondido, CA

About The Position

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.

Requirements

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
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
Ability to lift/carry 10lbs/weight
Ability to stand for long periods of time
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

Nice To Haves

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)

Responsibilities

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
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
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)
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