Virtual Patient Care Coordinator

2 weeks ago

Katy, Texas, United States TimeDoc Health, Inc. Full time
Job Overview

**Candidates may reside anywhere within the United States and should be available to work on an Eastern Time Zone schedule**

**Training will occur in the Central Time Zone**

About TimeDoc Health:

Established in 2015, TimeDoc Health stands at the forefront of virtual Chronic Care Management (CCM) for healthcare providers, representing one of the most significant emerging sectors in healthcare. Our mission is to empower providers to offer continuous, comprehensive care by facilitating the establishment of care coordinator programs for patients grappling with chronic and behavioral health issues. Our innovative solution merges a care management SaaS platform, remote patient monitoring technologies, and digital care management services, ensuring the personal touch that is often lacking in healthcare. We have successfully scaled our platform to over 50,000 enrolled patients and aspire to reach one million patients by the conclusion of 2025. Are you prepared to make a substantial impact on the lives of countless patients?

Who You Are:

You are a healthcare professional with a proven history of delivering exceptional patient care. Your strong active listening and analytical skills empower you to comprehend and address the needs of both patients and providers effectively. You excel in communication and collaboration, thriving on delivering value to patients and providers alike. Your passion for patient-centered care drives you to make a meaningful difference in the lives of others. You flourish in a dynamic, fast-paced, team-oriented, and remote work environment.

Core Competencies:

  • Accountability: Exhibits ownership, commitment, and follow-through in achieving results.
  • Quality and Accuracy Focus: Produces precise documents, personalized care plans, and EMR communications, ensuring alignment with requirements and expectations; identifies opportunities for process improvement.
  • Relationship Management: Effectively navigates interactions by leveraging emotional awareness; builds strong connections with patients.
  • Collaboration: Works seamlessly across functions and teams; advocates for best practices.
  • Adaptability: Demonstrates resilience; open to learning from others; optimistic and flexible.
  • Organizational Skills: Efficiently allocates time; adeptly manages multiple patients and competing priorities.
  • Care Coordination Expertise: Possesses knowledge of care coordination functions, processes, and relevant technologies (e.g., TimeDoc, Alvaria, EMR, GSuite).

Role Summary:

Your primary responsibility is to provide high-quality patient care coordination services. You will engage with your assigned panel of patients to deliver monthly care coordination services. As a care coordinator, you will work with patients managing chronic illnesses, offering TimeDoc's Chronic Care Management (CCM) services. This involves educating patients about their conditions and coordinating treatment plans with their healthcare providers as necessary. You will communicate with patients, their family members, and office staff to develop a tailored plan of action that incorporates input from all parties involved to assist patients in managing their chronic conditions.

This position requires a patient-focused individual with a compassionate demeanor, a solid understanding of healthcare practices, and the ability to work virtually while delivering high-quality patient care coordination services. To maximize patient outreach, you must be comfortable managing a high volume of calls daily, meeting productivity standards set by your supervisor.

Key Responsibilities:

  • Conduct monthly CCM phone consultations with patients, practices, pharmacies, etc., ensuring patients receive necessary support between office visits. Expect to spend 7-8 hours on the phone daily.
  • Create and/or update personalized care plans for each patient you contact, in collaboration with the practices and providers you support.
  • Identify social determinants of health, care gaps, and eligibility for assistance or referral services for each patient. Collaborate with office staff and community resources to address these effectively.
  • Empower patients to take ownership of their wellness and goals within the context of their care plans.
  • Make approximately 30-50 phone calls daily to achieve the necessary patient interactions for completing 20 minutes of CCM services for the month.
  • Safeguard patient privacy, confidentiality, and safety, adhering to ethical, legal, and accreditation/regulatory standards at all times.

Qualifications:

  • Minimum of 1 year of experience as a CMA/RMA with active accreditation required.
  • Proficient in technology, ideally with experience in multiple EMR/EHR systems, and familiar with Microsoft Office and Google Suite products; comfortable learning new software quickly.
  • As the representative of TimeDoc Health, you must:
    • Exhibit professionalism on the phone.
    • Maintain a compassionate and engaging tone.
    • Demonstrate quick thinking skills to respond to patient inquiries and needs, with strong critical thinking abilities to ask relevant follow-up questions and prioritize information.
    • Possess excellent business writing skills, including accurate spelling and grammar, as you will communicate with patients and providers in writing.
    • Exhibit strong verbal communication skills to confidently explain our services, speak clearly, and maintain a friendly demeanor on calls.
  • Must be highly self-motivated, organized, and capable of working independently.
  • Experience in a call center or triage setting is advantageous.
  • Experience working with a geriatric population is a plus.
  • Background in case management or care coordination is a plus.

General Working Conditions:

  • Able to work a 40-hour schedule Monday through Friday.
  • Must have a private home office setup that allows for confidential patient conversations. This role is not suitable for environments with interruptions or distractions during work hours.
  • TimeDoc will provide a company laptop and necessary software for patient calls. Your home office should also include:
    • A second monitor to facilitate multitasking with various software and resources.
    • Reliable internet with an upload speed of at least 50 mbps; satellite internet or mobile hotspots are not acceptable for this role.

Benefits:

  • Comprehensive benefits package including medical, dental, and vision coverage, paid time off, sick leave, mental health days, paid holidays, a floating holiday, and internet reimbursement.
  • A vibrant company culture that fosters personal connections among employees, both in-person and remotely.
  • A team committed to a growth mindset, focusing on grit, results, and openness in communication.
  • Opportunities for career advancement as TimeDoc continues to grow.
  • A passion for the intersection of healthcare and technology.
  • A mission centered on keeping patients healthy and out of hospitals.

TimeDoc Health is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.

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