Telehealth Outreach Coordinator, VCC

2 weeks ago

Downey, CA, United States Alignment Healthcare USA, LLC Full time

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

Alignment Health is seeking an organized, detail-oriented, and disciplined telehealth coordinator (bilingual Spanish, medical assistant with front- and back-office experience) to join the Virtual Care Center (VCC) team in Downey, CA.

As a Telehealth Coordinator, you will support patients and providers through virtual care coordination, outreach, scheduling, and quality measure closure. This includes answering calls in the phone queue, scheduling telephonic and virtual appointments, following up on referrals and authorizations, supporting outbound follow-up calls, providing systems training for new hires, and completing administrative tasks as applicable.

This position's primary focus is supporting HEDIS and STARs quality initiatives through proactive member outreach and coordination. During HEDIS season, this includes working 2-3 days per week onsite at our Downey clinic to help close care gaps and complete quality-related activities.

Outside of HEDIS season, the role remotely supports the Virtual Care Center's regular telehealth coordination functions, including managing inbound calls, scheduling, and general member support within the virtual queue.

This Coordinator collaborates with a cross-functional team including Clinical Operations, Member Services, the AVA Product Team, and DTS Help Desk Support to successfully manage the program. The role reports to the Telehealth Program Manager and requires strong customer-service skills with a focus on timely resolution of member and staff needs.

Schedule:

- Option 1: Monday - Friday, 9:00 AM - 6:00 PM Pacific Time
- Option 2: Monday - Friday, 10:00 AM - 7:00 PM Pacific Time

General Duties / Responsibilities

  • Completing outreach calls for various patient groups as applicable (e.g., ER admits, Teladoc follow-ups, annual assessments).
  • Handle between 50-80 calls per day (85% Outbound / 15% Inbound)
  • Supporting HEDIS and STARs functions applicable to the Virtual Care Center, including proactive quality outreach and in-clinic activities during HEDIS season (approximately 2-3 days per week at the Downey clinic).
  • Answering inbound calls on the Virtual Care Center queue.
  • Collecting appropriate patient information for scheduling virtual appointments with providers.
  • Screening patients for appropriate telehealth platform use for virtual appointments.
  • Supporting providers with requests for referrals and authorizations, including submission, review, and follow-up of requests.
  • Contacting partnered medical offices to support patient requests as necessary (e.g., IPA groups, PCP offices, pharmacies, DME companies).
  • Supporting new-hire onboarding by completing training or shadowing sessions of systems used in the VCC.
  • Collaborating with cross-functional teams.
  • Completing other job duties and administrative tasks as assigned.
Supervisory Responsibilities:

N/A

Job Requirements:

Experience:

Required:
  • Experience with providing high quality customer service
  • Experience providing technical assistance
  • Minimum 1 year experience in a primary care or medical office setting using phones and scheduling appointments
Education:

Required:
  • High school diploma or general education degree (GED).
Preferred:
  • Completion of medical assistant program from an accredited school of training.
Training:

• Preferred: Medical Terminology

Specialized Skills:

Required:
  • Bilingual Spanish
  • Able to use multiple systems simultaneously
  • Basic understanding in current mobile device technology and ability to learn and adapt to Alignment specific applications and protocols
  • Proficiency in Microsoft Suite programs (Outlook, Teams, Work, Excel)
  • Basic math skills required for data analyzation
  • Able to trouble-shoot and research issues effectively
  • Willingness and capability to learn new technologies and adapt to dynamic environment
  • Strong customer service skills
  • Technology and automated solutions oriented
  • Well organized with strong attention to detail and analytical skills while maintaining speed in completing work
  • Efficient working style with strict adherence to deadlines
Licensure:

• Required: None

• Preferred:
  • Medical assistant certificate
  • Medical terminology certificate


Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Meeting Attendance Requirement:

The Virtual Care Center provides 24-hour member support, and team schedules rotate to maintain coverage. Because there is no single time when all team members are consistently on shift, team meetings are mandatory and are scheduled with advance notice (approximately 2× per month for 30 minutes). Team members are expected to attend these meetings even if they occur during a non-scheduled work hour or meal break. Attendance is clocked and paid, and camera use is optional - phone participation is acceptable.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $41,472.00 - $62,208.00
Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/ . If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health's talent acquisition team, please email careers@ahcusa.com .

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