Teladoc Health
Position Summary
An integral part of the clinical operations team, the Case Coordinator will ensure efficient management and progression of member cases across the Mental Health programs. The Case Coordinator’s primary responsibilities include setting up appointments with providers, providing support and training on how to use video conferencing tools including the provider portal, sharing of medical reports, proactive communication to members and providers on appointment confirmation/ changes, and continuous collaboration with program clinicians and stakeholders to ensure the highest quality of service and client experience.
Role and Responsibilities
- Provides clear, concise communication on case progress to providers and stakeholders with a focus on providing the highest level of customer service; escalates concerns to manager immediately
- Manage expert relationships and communications and documents interactions in case management database
- Facilitate provider matching for all mental health cases and collaborate with staff regarding selection of appropriate specialists using Teladoc’s proprietary database
- Escalate questions/concerns regarding cases from member advocate to experts and/or internal case provider
- Provide support to experts, including case consultation platform troubleshooting
- Ensure accurate and timely support for expert inquiries
- Escalate questions/concerns regarding cases to Operations Leaders and/or Medical Director
- Organizes and schedules case consultations and final report discussions between clients and clinicians
- Complete daily review of cases to ensure timely receipt of the expert report (follow-ups will be completed by phone or email)
- Accountable for meeting defined service standards for speed of case progression, overall quality, and client satisfaction
- Aid to tracking and gathering data points needed for analytical and reporting purposes
- Ensures compliance with privacy legislation (PIPEDA, PHIPA) rules and regulations at all times.
- Other duties, as directed
Skill Requirements/Preferences
- Strong technology proficiency with software programs including Word, Excel, PowerPoint, Outlook; Salesforce
- Strong organizational skills
- Outstanding verbal and written communication and customer service skills
- Effective team player able to work independently and as part of a high performing team
- General knowledge of medical terminology
- Strong analytical skills
- Bilingual fluency (both written and verbal) in English & French an asset
- Able to work a flexible schedule with evening commitments
Qualifications And Education Requirements
- Bachelor’s degree strongly preferred, Health Sciences/ Administration OR 3+ years’ experience in a professional office environment; hospital, physician practice, or other medical environment preferred
- Case management experience considered an asset
- Experience working in the mental/behavioral health field considered an asset
The career ladder for someone along a management track might include titles such as subject matter expert, Team Coordinator, Mental Health Team Lead, Clinical Operations Supervisor, Clinical Operations Manager, Associate Director, Director.
At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]
Why Join Teladoc Health?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy (including breastfeeding – we have a mother’s room in both
To apply for this job please visit teladoc.wd1.myworkdayjobs.com.