Operations Coordinator-Telehealth, Temporary

Neighborhood Healthcare•Escondido, CA

6d•$25 - $35•Remote

About The Position

Community health is about more than just vaccines and checkups. It’s about giving people the resources they need to live their best lives. At Neighborhood, this is our vision: a community where everyone is healthy and happy. We’re with you every step of the way, with the care you need for each of life’s chapters. At Neighborhood, we are Better Together. As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance. Since 1969, our employees have been making this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If this sounds like an organization you would like to be a part of, we would love to meet you. The Operations Coordinator-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. This is a full-time, temporary position. The assignment will be for 3 months, with the possibility of extension. This position is remote, but candidates must be located in San Diego or Riverside County. Hours: M-F, 8am-5pm(1 hour lunch).

Requirements

High school diploma/GED required
Valid Medical Assistant certification required
Valid BLS certification required upon hire
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 communication with people from various ethnic, socio-economic, education, 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 10 lbs/weight
Ability to stand for long periods of time

Nice To Haves

1 year of experience working for a non-profit community health clinic is preferred
Bilingual (English/Spanish) preferred

Responsibilities

Serves as a liaison that supports internal communication between the mobile services program, patient navigation center, and clinic staff
Ensures schedules are maximized and prepped with appropriate visit types for assigned telehealth providers
Increases productivity by maintaining full provider schedules, 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)
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
Uses sounds judgement and anticipates 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
Assists 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