Expert Medical Services Coordinator

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.

Position Summary

Member Services is the first point of contact for individuals with the Teladoc Health membership. Engagement and empathy with members from the beginning is imperative.

In this role you provide an exceptional member experience through managing the first impression, establishing standards of service and building a relationship during each contact. You will be tasked with using independent knowledge and judgment based upon experience and resources to carry out established policies and procedures associated with assisting the member and ensuring an excellent member experience.

Exceptional Computer And Customer Service Skills Are Required.

Teladoc Health needs individuals with scheduling flexibility. We are a 24/7/365 inbound call group that needs to be available when our members need us even on the holidays. Therefore, we do 1 to 2 schedule changes a year based on business needs. The shift bid process is based on performance.

Role And Responsibilities

• Document within and navigate multiple internal computer systems while providing exceptional quality
• Respond and interact with members during challenging times
• Willing to work outside of scheduled hours when needed
• Perform other duties as directed
• Demonstrate a track record of dependability and ability to work in a structured production environment
• Document key information clearly and concisely on customer account and Teladoc Health’s software system regarding information provided, received, or action taken
• Provide timely response to members requests
• Demonstrate empathy, actively listen and effectively communicate with members
• Identify opportunities for improved member experience and provide feedback with member service improvement recommendations.
• Represent Teladoc Health and our services in a professional, member-centric manner
• Gather information to determine member eligibility and appropriate course of action
• Manage the relationship for inbound member calls
• Comply with all applicable compliance regulations (i.e., HIPAA), organizational policies and procedures
• You are the first line of contact for members and must make each contact exceptional

Skill Requirements/Preferences

• Quiet/distraction free work at home environment with sufficient internet level
• 24/7/365 schedule flexibility
• Superior problem solving and organizational skills
• Must be able to maintain department compliance and performance expectations daily
• Employee must maintain satisfactory excellent performance and attendance standards
• Exceptional computer skills required, including ability to multitask and navigate multiple systems seamlessly while on the phone with members
• Extraordinary customer service and interpersonal skills
• Ability to proficiently navigate multiple systems
• Easily learns new procedures and adapts to changes easily in a rapidly evolving working environment
• Accuracy and attention to detail
• Genuine interest in serving and caring for people
• Excellent communication skills with the ability to convey information in a clear, empathetic and articulate manner during monitored telephone conversations
• Excels in a fast-paced environment
• Ability to exceed customer expectations with a focus on issue resolution and member experience
• Focused with a sense of urgency
• Ability to work independently and as part of a team
• We are a 24/7/365 inbound call group that needs to be available when our members need us even on the holidays. Therefore, we do 1 to 2 schedule changes a year based on business needs. The shift bid process is based on performance.
• Excellent written communication skills

Education Requirements

• Proficiency with Microsoft Office Suite
• Healthcare experience a plus
• Some college required; Associates Degree preferred
• Bi-lingual English/Spanish a plus
• 3 years of direct customer service experience

The base salary range for this position is $20.00 - $22.00 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.