Virtual Health Coordinator

MAJOR RESPONSIBILITIES

• Acts as a virtual resource for patients, connecting them to virtual care, educating on and troubleshooting the LiveWell  platform with patients. Acts as a liaison between designated clinics, clinicians, and staff and the AAH and non-AAH sites/vendors providing care services, ensuring high quality referral or hand-off processes and quality care

• Schedules appointments (including complex specialty appointments), supports appropriate patient follow up, and adheres to appropriate protocols. Communicates to the patient all pre and post appointment instructions (i.e., medication guidelines, food/beverage consumption guidelines, check in procedures, directions to facilities, etc.). Schedules the ordered medical service accurately and links order to appointment.

• Provides the highest level of patient service by problem solving, documenting patient concerns, identifying appropriate follow-up for patients, and escalating to the clinical care team as appropriate. Educates patients regarding referral and authorization requirements, payer coverage, eligibility guidelines, and insurance related changes or trends.

• Performs registration responsibilities to ensure accurate patient information and confirms patient payer information. May obtain demographic and insurance information. May ensure insurance and patient information obtained is complete and accurate and update information if necessary. May update financial information and other data when changes or additions occur, and may communicate to patients as appropriate.

• Maintains knowledge of the following and the associated reference material; Medicare, Medicaid and third-party payer requirements, guidelines and policies, insurance plans requiring pre-authorization and current accepted insurance plans.

• Responsible for communication with patients using various methods, including telephonic, verbal, and written, and with appropriate documentation in the medical record and other platforms as required. Responsible for appropriate notification and escalation of concerns, needs, or question to appropriate members of the patient’s care team

• Provide direct support to clinical staff and patients to ensure that they are supported throughout their therapy regimen and achieve their intended outcome. Including: Conducting outbound phone calls for patient support, adherence checks, and refill reminders, accepting inbound calls from patients and providers to address questions and concerns, triaging clinical questions to an appropriate clinician (pharmacist, nurse, or provider).

• Participates in a range of prescription processing and fulfillment activities, leveraging the health record and pharmacy processing systems.

• Supports patient and care team utilization of digital tools and devices, as well as troubleshooting and pertinent data review and documentation. Supports virtual care activities, initiatives, and operational needs as requested by the care team or leadership.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

License/Registration/Certification Required: None Required.

Education Required: High School Graduate

Experience Required: Typically requires two years of experience

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Knowledge of clinical processes and procedures, including a good working knowledge of medical terminology and medical chart documentation.
• Knowledge of patient focused software systems, (i.e. EPIC & Interactive Intelligence (I3)). Ability to efficiently enter/update database records and read/comprehend patient records.
• Excellent communication skills and the ability to communicate professionally and effectively with patients, peers, and caregivers across the organization.
• Demonstrated ability to work independently and be self-directed.
• Proficiency in Microsoft Office.
• Ability to manage multiple tasks.
• Excellent customer service skills.
• Preferred Pharmacy Technician certification (CPhT) and pharmacy technician state licensure in either Wisconsin State Licensure or Illinois State Licensure

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Required stable and secure internet connection
• Must have functional vision, touch, speech, and hearing.
• Required sitting a majority of the workday.
• Operates all equipment necessary to perform the job.
• Must have quiet space to make and receive phone calls

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.