Virtual Care Coordinator

Moffitt Cancer Center•Park, KS

11d•$22 - $33

About The Position

The Virtual Care Coordinator (VCC) is the first point of contact for connecting patients to Moffitt’s virtual oncology care. The coordinator gathers patient information and works with clinics to coordinate care, educate patients, help them prepare for virtual visits, troubleshoot technical issues, and complete registration requirements. The role requires a strong focus on customer service and patients. The VCC facilitates patient flow by reviewing records, assisting with patient consent and initial screening, supporting virtual health visits, maintaining registration information, and communicating pertinent details for upcoming appointments. The coordinator supports providers and assigned clinics, recognizes urgent situations and follows appropriate procedures, and meets productivity standards using assigned resources and organizational protocols. The role also provides technical support and coordination to virtual-care patients and caregivers. This includes helping users download and use virtual health services across computers and mobile devices, troubleshooting technical challenges, modifying and scheduling appointments in Capstone, and resolving inquiries within departmental protocols. The VCC follows up on messages, escalates issues when appropriate, and conducts proactive outreach to prioritized patients and caregivers.

Requirements

High school diploma or GED.
Three years of experience in healthcare or a related field providing customer service, patient-care support, or healthcare administration.
Successful completion of a Medical Assistant program or applicable military training; Onc Tech or Pharm Tech experience is also accepted.
Ability to learn and use multiple health-related systems, including Capstone, Cerner, Soarian, and a virtual health platform.
Ability to resend and create calendar appointments for virtual care.
Knowledge of system support, including helping others download software 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

Review records and assist with patient consent, initial patient screening, and virtual health visits.
Prepare and maintain patient registration information.
Troubleshoot and assist patients to ensure a successful virtual-care connection.
Provide support to providers and assigned clinics.
Recognize urgent situations and implement appropriate procedures.
Communicate pertinent information for upcoming visits.
Meet productivity standards using assigned resources and tools in accordance with organizational protocols.
Communicate effectively with patients and caregivers, demonstrating knowledge and digital literacy.
Troubleshoot technical challenges and assist patients and caregivers with downloading virtual health software on computers and mobile devices.
Provide step-by-step technical support so users can navigate and use virtual health services.
Enter and review appointment modifications and schedule virtual-care appointments in Capstone.
Assess situations and provide appropriate technical and process solutions for patients and caregivers.
Respond to callers according to department protocols, resolving inquiries without transfer or escalation when possible.
Transfer or escalate situations when appropriate, providing accurate information and using available resources to resolve inquiries within the department’s scope.
Follow up on messages to confirm they were received and handled satisfactorily, or escalate them to management when appropriate.
Make outbound calls to patients and caregivers to provide proactive virtual-care technical support.
Conduct proactive outreach to prioritized users and provide detailed, step-by-step technical support.
Develop a thorough understanding of policies and use appropriate judgment when handling situations outside standard protocols.