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Patient Care Coordinator

Virtual

JOB DESCRIPTION - Patient Care Coordinator

Hourly Rate: $20 to $24/hr, Depending on Experience

Availability: Mon-Fri, 8 hrs, one Saturday per month

 

DESCRIPTION 

As a Tia Patient Care Coordinator, you will be working with teams across the company to empower providers to focus on patient care and support overall business needs. As one of Tia’s Patient Care Coordinator you will perform routine administrative and clinical tasks to keep the virtual clinic running smoothly. You will be every Tia member’s partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia.

 

REPORTS TO: Care Connect Supervisor 

                                                                                    

ESSENTIAL FUNCTIONS

 

Patient Care Coordination: Collaborate closely with medical professionals, specialists, and other healthcare stakeholders to ensure seamless care coordination for our members.

 

Day-to-day patient communications

    • Triage and manage patient communications via phone and chat, ensuring empathetic and timely responses.
    • Prioritize incoming messages, addressing urgent and clinical needs, or directing patients to the right team member.
    • Ensure clear, context-rich communication during handoffs to other team members.
    • Respond to patient inquiries through the appropriate modality (phone for complex situations, chat for simpler queries).
    • Conduct outbound calls to address member needs, follow up on care plans, and ensure continuity of care.
    • Maintain a solution-oriented approach, striving to resolve all member requests before the end of each day.

Supporting Clinic teams, Virtual RNs and Medical Providers Answering and returning calls from pharmacy for prescription clarification or questions

    • Communicating with medical providers clearly and in a timely manner for prescription clarification or questions from patients and pharmacy
    • Confirming and adding patient preferred pharmacies in DoseSpot before sending patient refill requests to providers 
    • Assist Virtual RNs and providers with prescription needs, lab results, and pharmacy communications.
    • Assist with the dissemination of normal lab results, escalating abnormal results as necessary.
    • Handle triaging of provider inboxes, escalating critical issues and managing non-urgent items.
    • Work with our clinic teams on any triaging issues that need assistance some examples may include
      • Explaining next steps to a patient via a phone call 
      • Helping to reschedule patients who need immediate assistance due to cancellations
      • Working to review administrative next steps for patients like prior authorizations, IUD ordering, referrals etc

Assisting with state reporting, referral and care journey managementCommunicable disease reporting- completing appropriate steps for reporting communicable diseases per county/state guidelines

    • Facilitating medication abortion consent forms, tracking appointments for follow-up
    • Facilitate referrals, follow up with members, and coordinate with health system partners to ensure smooth transitions of care.
    • Act as a key touchpoint for patients, conducting outreach to ensure care plan adherence and addressing any concerns.
    • Support clinical quality initiatives, including communicable disease reporting and tracking patient progress.

Work collaboratively with care team members to facilitate careWork closely with market care teams to manage care journeys, providing a consistent and high-quality experience for members. 

    • Engage in clinical quality projects, helping ensure care standards are met.
    • Collaborate with providers to support relational care and patient engagement.
    • Support market teams with patient continuity 



MINIMUM QUALIFICATIONS / TARGET EXPERIENCE 

  • Understanding of the healthcare ecosystem: past experience working with patients required (clinic or hospital setting)
  • Active Clinical Certification (Medical Assistant, Pharmacy Tech, etc.) preferred
  • Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms
  • 3-5 years of experience in a healthcare contact center or related field.  Previous leadership experience is preferred.
  • Comfortable with a fast-paced environment and frequent change and Energized by metrics
  • Understanding of healthcare processes, medical terminology, and member engagement in a healthcare context.
  • Should possess excellent communication, teamwork and management skills, be empathic but resolute in your decision-making, and be attentive to detail
  • Knowledge in using contact center software, member relationship management (CRM) systems, and/or Google Workspace
  • Good problem-solving skills and the ability to remain composed in high-pressure situations.
  • Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members. 
  • Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA.

 

PHYSICAL DEMANDS


WORK ENVIRONMENT: URL

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