VIRTUAL CARE COORDINATOR

H. Lee Moffitt Cancer Center & Research Institute • Tampa, FL

75d

About The Position

At Moffitt Cancer Center, we strive to be the leader in understanding the complexity of cancer and applying these insights to contribute to the prevention and cure of cancer. Our diverse team of over 9,000 are dedicated to serving our patients and creating a workspace where every individual is recognized and appreciated. For this reason, Moffitt has been recognized on the 2023 Forbes list of America's Best Large Employers and America's Best Employers for Women, Computerworld magazine's list of 100 Best Places to Work in Information Technology, DiversityInc Top Hospitals & Health Systems and continually named one of the Tampa Bay Time's Top Workplace. Additionally, Moffitt is proud to have earned the prestigious Magnet® designation in recognition of its nursing excellence. Moffitt is a National Cancer Institute-designated Comprehensive Cancer Center based in Florida, and the leading cancer hospital in both Florida and the Southeast. We are a top 10 nationally ranked cancer center by Newsweek and have been nationally ranked by U.S. News & World Report since 1999. Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer. Join our committed team and help shape the future we envision.

Requirements

• High School Diploma/GED required.
• 3 years of experience in healthcare or related field providing customer service, patient care support or healthcare administration.
• Successful completion of a Medical Assistant Program or applicable Military Training (will also accept Onc Tech and Pharm Tech experience).
• Ability to learn and use multiple health related systems (Capstone, Cerner, Soarian, Virtual Health platform, etc.).
• Calendaring - resending and creating calendared appointments for virtual care.
• Knowledge of System support - help others download and troubleshoot.

Nice To Haves

• Experience in healthcare and/or technology support.
• Experience in an outpatient clinic setting.
• Knowledge of Capstone - appointment modification, scheduling and reading provider templates.

Responsibilities

• Facilitates Patient Flow by reviewing records, assisting with patient consent, initial patient screening and virtual health visits.
• Prepares and maintains registration information.
• Troubleshoots and assists patients to ensure a successful connection.
• Provides support to the provider and assigned clinic.
• Recognizes urgent situations and implements appropriate procedures.
• Communicates pertinent information for upcoming visits.
• Ensures productivity standards are met using all assigned resources and tools and in accordance to organizational protocols.
• Performs technical support and coordination to virtual care patients and caregivers.
• Communicates proficiently and effectively with patients and caregivers demonstrating knowledge and digital literacy.
• Troubleshoots, assesses technical challenges, and assists with download of virtual health client on a variety of devices.
• Provides detailed, step-by-step technical support and ensures patients can successfully navigate and utilize the virtual health portfolio of services.
• Manipulates appointments in Capstone to enter and review modifications and scheduling of virtual care.
• Assesses situations to provide appropriate technical and process solutions for patients and caregivers.
• Responds to needs of the caller according to department protocols, resolving most inquiries without transfer or escalation.
• Transfers/escalates situations when appropriate with accurate information utilizing resources to resolve inquiries within the scope of the department.
• Follows up on messages to ensure they were received and handled to satisfactory completion or escalates to management when appropriate.
• Performs outbound calls to patients and caregivers to offer proactive technical support for virtual care.
• Provides pro-active outreach to prioritized users with detailed, step-by-step technical support.
• Develops a thorough understanding of policies and exercises appropriate judgment to handle situations outside of standard protocols.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED