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Teladoc Expert Medical Services Coordinator in Quincy, Massachusetts

Description

Mission To Our Employees:

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Teladoc Health. Above all, Employees will be provided the same concern, respect, values and caring attitude within the organization that they are expected to share with our clients.

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

Skill Requirements/Preferences:

  • 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

Education/Experience:

  • 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.

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