Role Description

Alignment Health is seeking an organized, detail-oriented, and customer service oriented telehealth coordinator (bilingual Spanish, medical assistant with front- and back-office, and remote experience) to join the remote Virtual Care Center (VCC).

As a telehealth coordinator, you will support patients and providers in the Virtual Care Center. This includes, but is not limited to:

• Answering calls in the phone queue
• Scheduling telephonic and virtual appointments
• Following up on referrals and authorizations
• Supporting outbound follow up calls
• Providing systems trainings for new hires
• Completing administrative tasks
• Managing inbound and outbound calls in the phone queue
• Collaborating with cross-functional teams such as Clinical Operations, Member Services, AVA Product team, and DTS Help Desk support

This role reports to the Director of Virtual Health.

Individuals with front and back office medical assistant experience in PCP, clinic, and/or urgent care settings, and remote experience are highly encouraged to apply!

Schedule

• Option A: Monday / Tuesday / Wednesday / Friday / Saturday 9:00 AM – 6:00 PM Pacific Time (Thursdays and Sundays off)
• Option B: Sunday / Monday / Tuesday / Wednesday / Thursday 11:00 AM – 8:00 PM Pacific Time (Fridays and Saturdays off)

General Duties / Responsibilities

• Answer inbound calls on the Virtual Care Center queue
• Collect appropriate patient information for scheduling virtual appointments with providers
• Screen patients for appropriate telehealth platform use for virtual appointments
• Support providers with requests for referrals and authorizations including submission, review, and follow up of requests
• Contact partnered medical offices to support patient requests as necessary (ie. IPA groups, PCP offices, pharmacies, DME companies)
• Complete outreach calls for various patients’ groups as applicable (ie. ER admits, Teladoc follow ups, Annual assessments)
• Support new hire onboarding by completing training or shadowing sessions of systems used in VCC
• Complete other job duties as assigned
• Participate in team meetings

Note: The Virtual Care Center provides 24-hour member support, and team schedules rotate to maintain coverage. Team meetings are mandatory and are scheduled with advance notice (approximately 2× per month for 30 minutes). Team members are expected to attend these meetings even if they occur during a non-scheduled work hour or meal break. Attendance is clocked and paid, and camera use is optional — phone participation is acceptable.

Job Requirements

Experience

• Required: Experience with providing high quality customer service
• Required: Experience providing technical assistance
• Required: Minimum 1 year experience in a primary care or medical office setting using phones and scheduling appointments

Education

• Required: High school diploma or general education degree (GED)
• Preferred: Completion of medical assistant program from an accredited school of training

Training

• Preferred: Medical Terminology

Specialized Skills

• Required: Able to use multiple systems simultaneously
• Required: Basic understanding in current mobile device technology and ability to learn and adapt to Alignment specific applications and protocols
• Required: Proficiency in Microsoft Suite programs (Outlook, Teams, Work, Excel)
• Required: Basic math skills required for data analyzation
• Required: Able to trouble-shoot and research issues effectively
• Required: Willingness and capability to learn new technologies and adapt to dynamic environment
• Required: Strong customer service skills
• Required: Technology and automated solutions oriented
• Required: Well organized with strong attention to detail and analytical skills while maintaining speed in completing work
• Required: Efficient working style with strict adherence to deadlines
• Preferred: Bilingual Spanish

Licensure

• Required: None
• Preferred: Medical assistant certificate
• Preferred: Medical terminology certificate

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk or hear
• Regularly required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms
• Frequently lifts and/or moves up to 10 pounds
• Specific vision abilities required include close vision and the ability to adjust focus

Pay Range

$41,472.00 - $62,208.00

Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/ . If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email careers@ahcusa.com .