Clinical Operations Support Coordinator

Position Summary

The Clinical Operations Support Coordinator (COSC) role plays an integral part of facilitating the case management and Telemedicine consults while supporting Teladoc Health members.The COSC partners closely with various internal teams to ensure timely and accurate case/consult completion and full member satisfaction.They use their customer service skills and knowledge of Teladoc Health services to efficiently manage incoming and outgoing phone calls, transfers to clinicians, schedule intakes and other appointments with clinicians and provide the highest level of service.

Role and Responsibilities

•Provide exceptional service to members, representing Teladoc Health and our services in a professional, member-centric manner through a variety of communication channels including incoming and outgoing calls, emails and chats

•Take inbound calls daily via the Member Service queues to ensure timely response to member requests and services

•Extract relevant information to determine member eligibility and appropriate course of action

•Collaborate with clinicians and the case team to prioritize case management/consults and demonstrate an appropriate sense of urgency

•Ensure clear, concise and thorough case documentation in the appropriate systems

•Communicate daily with members, clients and management both in writing and by telephone

•Schedule member appointments as required

•Work with clinicians as needed to facilitate pharmacy and prescription needs

•Ensure the highest quality and timeliness for all outgoing reports and communications

•Ensure compliance with PIPEDA rules and regulations with all parties encountered in the process

Skill Requirements/Preferences

•Demonstrate empathy and actively listen to members

•Ability to write clear and proficient call synopses

•Excellent telephonic communication skills with the ability to explain concepts in a clear and articulate manner

•Demonstrate ability to exceed customer expectations with a focus on issue resolution

•Excellent organization skills with the ability to manage multiple, competing priorities

•Ability to proficiently navigate multiple internal systems to support initiation of services with Teladoc Health

•Ability to learn new processes and adapt to changes in a fast-paced working environment

•Superior problem solving and organizational skills

•Ability to work independently and as part of a team

•Comfortable in recommending process changes to management to achieve a better experience for members

•Work day or evening or overnight shift (or other shift) depending on the shift-bid and needs of the business.

Education Requirements

•Minimum of 2 years college preferred

•3 – 5 years’ experience working in a customer-oriented environment preferably in healthcare or pharmaceutical industries

•Experience in a call centre or support team

•Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel

•Bilingual English and French is a requirement