Telehealth Coordinator Lead

CorVel Career Site•Glen Allen, VA

5d•Remote

About The Position

The Telehealth Coordinator Lead addresses client, patient, and/or provider inquiries through email, fax, telephone, and written correspondence, ensuring adherence to contractual and state guidelines and client instructions. The role also provides day-to-day guidance to an assigned team and serves as a resource for team questions and a backup to management when management is unavailable. This is a remote position with a Monday–Friday schedule, 1:00 PM–9:30 PM EST. The position reviews medical notes and referral documentation, enters and verifies data for timely order submission, and provides inbound and outbound customer service. It also supports team leadership, work-queue monitoring, training, performance feedback, process improvements, and ongoing learning. CorVel describes itself as a national provider of risk management solutions for the workers’ compensation, auto, health, and disability management industries. The company reports having more than 4,000 employees across the United States.

Requirements

High School Diploma or GED.
Ability to work on several concurrent tasks in a high-volume, fast-paced, team-oriented environment.
Excellent written and verbal communication skills.
Computer proficiency and technical aptitude, including the ability to use Microsoft Office, Outlook, and Excel.
Strong attention to detail and a high commitment to accuracy.

Nice To Haves

Three years of experience in medical data entry and processing.

Responsibilities

Review medical notes, treatment referrals, work status notes, and other documentation to ensure all necessary referral orders were received.
Enter and verify system details to support appropriate and timely order submission.
Provide quality telephonic and email customer service, including inbound and outbound messages.
Identify, analyze, and solve problems outside standard processes.
Research escalated call concerns.
Assist in leading and/or managing the assigned team.
Serve as a resource for day-to-day team questions and provide backup to management when management is unavailable.
Monitor work-queue status of processed visits and recommend action plans to improve management as needed.
Assist with training new and existing agents as assigned.
Provide feedback for performance evaluations and performance management as requested.
Recommend process changes to improve workflow efficiency.
Provide timely feedback to agents and maintain a sense of urgency.
Participate in ongoing internal training and learning to stay current on industry and product changes.
Perform additional duties as assigned.