Operations Coordinator-Telehealth, Temporary

Overview

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).

This position will be primarily focused on administrative tasks.

• Patient Service (PSR)
  • 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
• Direct Patient Care (MA)
  • 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 sound judgment 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
• Operational Support
  • Interacts to changing patient or organizational priorities
  • Responds promptly and…