Teladoc Expert Medical Services Coordinator in Quincy, Massachusetts
Mission To Our Employees:
A mission-driven organization, Teladoc Health, Inc. is successfully transforming how people access and experience healthcare around the world. Through market-leading innovation in virtual care, our award-winning clinical solutions are helping millions of people resolve their healthcare needs with confidence. Today we have more than 2,400 employees, working together to deliver care in 175 countries and in more than 40 languages, to more than 12,000 clients including world recognized leaders.
We are committed to providing our Employees with a dynamic and collaborative work environment; there is equal opportunity for learning and personal growth. Creativity and innovation are encouraged. Above all, our mission-oriented employees will be treated with the same attention, respect, values and care that we provide to our clients and members.
What We Are Looking For:
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. The primary role of the Expert Member Services Coordinator is to serve as the primary point of contact for the member to initiate all expert medical services through a variety of communication channels including incoming and outgoing calls, emails and chats. The Expert Member Service Coordinator uses independent knowledge and judgment based upon experience and training to carry out established policies and procedures associated with assisting Teladoc Health members. Ensures high quality member experience and makes decisions regarding eligibility, service initiation and other member service functions.
What You Will Do:
Provide exceptional service to members, represent Teladoc Health and our services in a professional, member-centric manner
Takes inbound calls daily via the Member-Service queues to ensure timely response to member requests for services.
Support all member facing service initiation channels to include the client 3rd party portals, Member Portal, Client Online Submissions, member Service General Inbox through outbound calling and emails
Gather information to determine member eligibility and appropriate course of action
Communicates daily with members, clients, and management both in writing and by telephone.
Ability to navigate multiple internal systems to support initiation of services for Teladoc Health
Demonstrate empathy and actively listen to members
Extract relevant information from our Members for expedient service
Document key information clearly and concisely for every call
Using internal database, search for Experts based upon member needs
Ensure the highest quality and timeliness for all service initiation
Ensure HIPAA compliance for all departmental filing and ensures task is completed in a timely manner
Complies with all applicable compliance regulations (i.e., HIPAA)
Willing to work outside of established hours when needed
Consider tasks for improved efficiency and provide management with process improvement recommendation
Exceptional ability to exceed customer expectations with a focus on issue resolution
Excellent telephonic communication with the ability to explain concepts in a clear and articulate manner
Ability to write clear and proficient call synopses
Superior problem solving and organizational skills
Ability to work independently and as part of a team
Comfortable in recommending process changes to achieve a better experience for members
Ability to proficiently navigate multiple systems
Ability to learn new procedures and adapt to changes in working environment
Able to multi task with regular interruptions while maintaining a high degree of accuracy
Focused with a sense of urgency
High School or equivalent required
Minimum of 2 years college preferred
3-5 years’ experience working in a customer-oriented environment preferably in healthcare
Experience in high-volume, fast-paced call center a plus
Bi-lingual English/Spanish a plus
Compensation & Company Benefits (Here is some of the good stuff):
Excellent health, dental, vision coverage
401k, 4% match vested immediately
Paid time off + Paid Holidays
Awesome people to work with
Becoming a part of a movement in telemedicine and building something that matters
For a more detailed look at our company and values, visit our website at https://teladochealth.com/en/about/
At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.