Virtual Care Coordinator

You’re more valuable than ever – And that’s just how we’ll make you feel.

Virtual Care Coordinator

Pay Rate: $17.00/hr.-$21.50/hr.

**Candidates must reside in The Greater New York area**

Job Description

Department:  Center Operations

Entity:  Team members affiliated with Joint Ventures

Job Relationships

Responsible to: Regional Operations Manager

Assignments received from: Regional Operations Manager, Team Leader, On-site Manager           

Positions supervised: None

Job Summary

At GoHealth Urgent Care, we place the needs of our patients first by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.

The Virtual Care Coordinator (VCC) serves as the initial point of contact for our virtual patients on the Center’s behalf. Responsibilities include but are not limited to coordinating all aspects of the virtual visit, answering questions regarding the virtual visit experience, anticipate and attend to the needs of our patients.

Job Requirements

Education

• High School diploma or equivalent, required

• Undergraduate degree, preferred

Work Experience

• 1+ years’ experience in a medical office administration or customer service in a clinical field required

Required Licenses/Certifications

• Medical Assistant Certification preferred

Additional Knowledge, Skills and Abilities Required

• Ability to multi-task in a fast-paced environment

• Epic experience

• Proficient in Microsoft Word and Excel, and type quickly; basic computer knowledge

• Ability to work independently with minimal supervision

• Exceptional written and verbal communication skills

• Experience with insurances

Core Competencies: 

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.

• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.

• Diversity and Inclusion:  Fosters diversity and inclusion, to be able to better understand team members, our customers and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.

• Integrity and Courage: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.

• Accountability:  Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities. 

• (Prioritized) Functional Competencies: to be selected and prioritized by the hiring manager for each position

Additional Knowledge, Skills, and Abilities Preferred

• Insurance knowledge

Essential Functions

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.

• Welcome incoming patients to the Virtual Experience.

• Check patients in for appointments and secure the necessary paperwork and insurance documentation

• Answer patient’s questions and provide comfort zone for patients in preparation for visit

• Resolve most questions and problems and refers only the most complex issues to higher levels

• Serve as the Virtual facilitator, including communicating with the technical staff regarding patient flow, patient address needs and keeping patient informed on the visit.

• Ensure that each patient has an effortless patient experience

• Conduct patient registration duties, including interviews to verify patient information, including records of medical history and confirm purpose of visit.

• Verify insurance information and collect and processing co-pays.

• Understand patient payment options, communicate amount the patient is to pay and collect money without adversely affecting customer service.

• Communicate as needed with the Regional Operations Manager regarding patient information and challenges concerning the collection of patient responsible amounts

• Responsible for coordination of the virtual visit and ensure connectivity has been established between the patient and the provider.

• Informs the Regional Operations Manager if any issues arise

• Assist in other areas of the office as needed.

All other duties as assigned.

Note:  this job description is not inclusive of all the duties of the position.  You may be asked by leaders to perform other duties.  Management reserves the right to revise this position description at any time. 

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

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