Job Description

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.

Summary of Position:

The case coordinator ensures efficient case progress, high quality service and member experience across service lines. In collaboration with the case managers and clinical teams, the experience is enhanced through scheduling, medical records management, documentation and exceptional communication. This dynamic role may support provider matching, medical records coordination and case support both internally and externally. This role is designed to allow effective multi-skilling and lateral career development.

General Duties

• Case creation and records transfer in collaboration with the Case Management team and providers.
• Provide members with assistance, support, and follow-up where necessary.
• Management of call logs and cases in Boost/Salesforce as it relates to scheduling, medical records management, documentation and communication.
• Provide exceptional service to internal and external stakeholders, including but not limited to providers and members.
• Provide administrative assistance to providers and Case Managers with various tasks.
• Collaborate with the clinical team (Case Managers, in particular) to support case progression.
• Support identification and selection of appropriate specialists/third parties using internal database.  Assist with scheduling calls between members and providers.
• Utilize technology for case coordination and information integrity, documenting all communications.
• Maintain filing and storage systems as required for digital records, CDs, USBs, and physical records.
• Escalate case-related questions/concerns to the Case Manager. Specific additional requirements may include (not a comprehensive list):
• Some additional requirements may include/not limited to:
• Internal and external records collection and coordination, Scheduling and queue management, Eligibility and finance tasks,
• Internal and external communications to ensure turnaround times as well as effective client, member and facility relationships.
• Responsibilities may vary based on team and business needs.

Qualifications Expected for this Position:

• 3-5 years’ experience in a fast-paced professional office environment; hospital, physician practice, or other medical environment preferred
• Bilingual in French (Writing/speaking)
• RPN or RN license is strongly preferred
• Post-Secondary degree strongly preferred
• Ability to work independently and as part of a team, with minimal supervision
• Proven track record of meeting deadline-oriented tasks
• Knowledge of medical terminology
• Exceptional organizational skills, with the ability to multi-task Exceptional problem-solving skills with the ability to focus on issue resolution to drive efficiencies
• Excellent verbal, written and telephonic communication skills with the ability to explain concepts in a clear and articulate manner
• Ability to influence others to achieve positive results
• Ability to work collaboratively with colleagues
• Comfortable recommending process changes to better achieve better experience for members
• Proficient in technology including Microsoft Word, Excel, Outlook, Microsoft Teams, Adobe Acrobat; medical imaging software an asset
• Medical Office experience an asset

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