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Care Coordinator Ii - Practice Ops (Remote)
Company | Tia |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet,Hospitals and Health Care |
Expires | 2023-08-06 |
Posted at | 10 months ago |
Role Title: Care Coordinator II (Practice Ops Coordinator)
- Act as a pack, not a lone wolf; Teamwork centric but with respect for top down directives when necessary.
- Insist on diversity.
- Be compassionate.
- Ownership mentality.
- Ask why. Then why, again.
- Find joy and gratitude everyday.
- Find your superpower.
- Strongly adheres to process
- Working cross functionally
- Detail-oriented
- Creative & open minded
- Relationship building
- Comfortable with a fast-paced environment and frequent change
- Can navigate ambiguity and dive into new workflows without all processes
- Energized by metrics
- Clear & concise communications
- Interpersonal communication & empathy
- Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members.
- Ability to work with insurance payers: past experience preferred
- Understanding healthcare billing, ICD-10 and CPT codes: past experience preferred
- Customer service skills
- Balancing multiple stakeholders including care team, members, and the business
- Understanding of the healthcare ecosystem: past experience working with patients preferred
- Willingness to learn new technologies & frameworks
- Developing processes where needed and driving for continuous improvement
- Proficiency in MS/Google Suite
- Experience working in a high growth environment and comfortability jumping into new processes
- Experience with nuances of members requests, and able to effectively prioritize them
- Partner closely with the market operations team, care teams and the rest of the care coordination team to ensure providers schedules remain up to date
- Day-to-day practice operations ownership - managing requests from care team members around OOO and managing schedule change requests
- Support with administrative needs for our Provider Teams. Inclusive but not limited to:
- Collecting, tracking and approving out of office and sick requests. Collect, track and execute OOO and sick requests
- Bulk approving provider out of office requests on a monthly basis
- Ensure if we cannot answer the members' needs that we connect them. immediately to someone who can i.e. urgent needs, clinical needs, etc.
- Solution-oriented mindset -- will work to ensure Tia can support all members requests, no matter how difficult.
- When performing any handoffs to another team member, do so by providing both the members and other Tia team members full context.
- Maintain a clean & organized chat queue with an ownership mentality.
- Ensures all messages are responded within agreed-upon turnaround time, and ends every day with 0 outstanding action items.
- Demonstrates accountability for chats.
- Triage member communications appropriately
- Day-to-day member communications
- Ensure each member's message is responded in a personal, empathetic way while adding context and informing members about their options in their healthcare.
- Approving all schedule swap requests between care team members
- Manage inbound members messages, ensuring proper prioritization across various types of messages
- Building provider schedules in Dr. Chrono, our EMR
- Support with administrative needs related to our Mental Health Program. Including but not limited to approval of mental health therapists OOO requests and schedule changes
- Updating scheduling templates in our EMR based on changes in a provider schedule
- Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)
- A commitment to uncovering talents to unlock “rock star” potential across every individual
- Asking why, then why again — because accepting “this is just the way it is” is not good enough
- Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others
- A drive to constantly improve through experimentation , reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration
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