Care Coordinator I, Prn (Virtual Care Service)

SUMMARY

At AC Wellness, our entire focus is to deliver compassionate, effective healthcare to the Apple employee population. We believe that trusting, accessible relationships with our patients, enabled by technology, promotes high quality care and a great patient experience. This is fostered by an environment of continuous learning and teamwork, which in turn allows us to work with our patients to achieve exceptional health outcomes.

The Care Coordinator is both the first point of contact and an ongoing touchpoint for most patient interactions. The Care Coordinator sets the tone for the member experience, whether it’s the member’s first interaction via chat or coordinating access to an external provider. The Care Coordinator is an expert communicator who proactively manages any concerns that may arise and shares all relevant information to the care team. The Care Coordinator will delight and surprise members by offering world-class service.

The hours of operation are 5:30am-8:30pm PT, 7 days a week (includes weekends and holidays). The PRN can work 3-10 hour shifts depending on US location. Depending on the operational needs, PRNs are asked to cover shifts for sick/PTO/Leave, etc. This can be same day or in advance, as employees are planning time away.

ESSENTIAL JOB FUNCTIONS

• Respond to all member inquiries professionally and in a personable, accurate, and timely manner.

• First point of contact for patients engaging for medical care, general inquiries, or troubleshooting sensor devices in or outside of Santa Clara Valley. Ensures an effective and positive initial response and either triages to the right person or handles the inquiry to completion focusing on member experience.

• Manage multiple chat interactions and systems at once, professionally responding and ensuring effective communication with members and care team.

• Handle all member interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer concerns; assists members in all inquiries related to their health.

• Manage assigned care coordination tasks such as scheduling appointments, insurance inquiries and specialist referrals.

• Assist clinical providers and patients locate medical facilities and pharmacies using the appropriate resources upon request and in a timely manner.

• Support clinical providers by proactively monitoring incoming information (consult letters, results, referral follow ups, etc) to ensure timely receipt and follow through.

• Assist with providing training on On-Demand policies to new Care Coordinators, as assigned.

• Escalate member inquiries as needed.

• Maintain patient files within EHR systems by updating information and uploading related documents.

• Seek ways to improve process effectiveness and/or efficiency. Assist with other administrative tasks as assigned.

• Has a thorough understanding and stays up to date with clinic protocols and policies

• Maintain the strictest confidentiality.

• Duties may include program coordination or support with clinic special projects, as assigned.

• Up to 4 weekend shifts per month (pro-rated if part-time).

• Participation in pool for occasional holiday rotation.