Consult Support Specialist Jobs

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
The Opportunity
The Consult Support Specialist (CSS) responsibilities include real-time monitoring of multiple dashboards and act on daily strategies to address member and provider escalations that may exist across multiple states, systems, and product lines. The CSS is expected to provide exceptional customer service, trouble-shooting to solve for root cause, escalating to internal and external stakeholders and delivering corrective action in a timely manner using clear and concise communication.
Responsibilities

• Act as a resource for the members by assisting them with consult inquiries and support member to provider interactions.
• Acquire full knowledge and understanding of various products/proprietary systems to serve as a subject matter expert to assist with processes across product lines.
• Attend Team huddles, team meetings or debriefing.
• Review, analyze and research various data points that could impact department KPIs and take corrective action to resolve the situation.
• Provide detailed documentation, adequate end of shift notes, accurate information in assigned logs to ensure seamless communication within the department.
• Provide a quality-driven experience for members and providers.
• Performs other duties as directed.
• Assess circumstances relevant to KPIs and provide direction to internal and external stakeholders in real time and with 4 hours look ahead.
• Maintain confidentiality of issues and complies with all applicable regulations (i.e., HIPAA).
• Build and maintain a professional rapport with network providers to offer real-time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.
• Identify and document daily trends and communicate to key stakeholders.
• Acts as liaison between IT and Operations to establish and maintain strong exchange of information on any technical or system issues.

Candidate Profile

• Undergraduate Degree desired
• Working knowledge of mental health terminology, processes and procedure, a plus
• Bi-lingual, a plus
• Possess the ability to work on multiple projects, define tasks and assign priority level with minimal supervision
• Experience in healthcare or mental health care preferred
• 2+ Years in Customer Service Operations
• Represent Teladoc Health to members, providers, and clients in a courteous and professional manner
• 6 months Teladoc Health customer relations experience preferred
• Possess strong analytical and critical thinking skills
• Proactive and resourceful team player
• Demonstrates strong attention to detail
• Proficient in MS Word, Excel, PowerPoint
• Excellent written and verbal communication skills
• Aptitude to learn, follow process and identify innovations for improvement
• Prior call center leadership position, preferred
• Ability to adapt to changes in fast-paced work environment

The base salary range for this position is $21-23.00 per hour. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023 . Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.
Why Join Teladoc Health?
A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.
Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.
Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.
Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.
Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.
Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.
As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.
Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.