Job Description

About TimeDoc Health:

Founded in 2015, TimeDoc Health is a leader in virtual Chronic Care Management (CCM) for healthcare providers - one of the largest new markets in healthcare. We enable providers to deliver truly continuous, comprehensive care by helping them establish care coordinator programs for patients with chronic and behavioral health conditions. Our solution combines a care management SaaS platform, remote patient monitoring devices, and digital care management services to provide the personal touch often missing in healthcare. We have scaled our platform to over 50,000 enrolled patients and have set a goal to reach one million patients by the end of 2025. Are you ready to have a huge impact on thousands of patients' lives? Apply now to get started!

Who you are:

You are a clinical professional with a track record of delivering high quality patient care. You possess strong active listening and critical thinking skills that enable you to understand and respond with exactly what patients and providers need. You are an incredible communicator, collaborator, and a person who thrives on delivering patient and provider value. You know exactly what it takes to deliver our solutions. You are passionate about delivering patient centric care and you like your work to make a difference. You thrive in a dynamic, fast-paced, team-oriented and remote environment.

The ideal candidate demonstrates the following core competencies:

• Accountability: Demonstrates ownership, commitment and follow through in achieving results.
• Attention to Quality and Accuracy: Produces documents, personalized care plans, EMR communications and other outcomes that are accurate and complete; ensures that personalized care plans and EMR communications match requirements and expectations; identifies opportunities to improve processes or outcomes.
• Relationship Building: Successfully manages interactions by using their awareness of their own emotions and those around them. Builds strong relationships with patients.
• Collaboration: Works well across functions and groups; champions best practices.
• Adaptability: Resilient; willing to learn from others; patients, optimistic and adaptable.
• Personal Organization: Allocates own time efficiently; effectively handles multiple patients, demands and competing priorities.
• Care Coordination Knowledge : Understands Care Coordination functions, processes and relevant technologies (e.g., TimeDoc, Alvaria, EMR, GSuite)

The Role (In a Nutshell)

Your primary purpose is to deliver high quality patient care coordination services. You will call on your assigned panel of patients to provide them with monthly care coordination services. As a bilingual care coordinator, you will be working with chronically ill patients, providing them with TimeDoc's Chronic Care Management (CCM) services. This entails educating them on their conditions and coordinating treatment plans with their physicians offices as needed. You will be communicating with patients, their family members, and your assigned practices office staff when necessary in order to develop an individualized plan of action that includes coordination from all parties involved in order to assist patients in managing their chronic illnesses.

This role requires a patient-focused individual who possesses a compassionate nature, general knowledge of healthcare practices and is able to work virtually and deliver high quality patient care coordination services. In order to service the most patients possible, you must be comfortable handling a heavy call volume each day, with the ability to meet standard productivity goals as outlined by your leader.

Responsibilities:

• Conducting monthly CCM phone calls with patients, practices, pharmacies, etc. to ensure that your patients are getting what they need between office visits. You will be spending 7-8 hours on the phone daily.
• Creating and/or revising a personalized care plan for each patient you call on, in coordination with the practices and providers you support.
• Working to identify social determinants of health, gaps in care, and eligibility for assistance or other referral services for each of your patients. You will coordinate and collaborate with the office staff, other community programs and resources to address all of these effectively.
• Empower patients to take charge of their own wellness and goals in the context of their care plan.
• Making approximately 30-50 phone calls a day to yield the 15 patient interactions necessary to complete 20 minutes of CC service for the month.
• Maintaining your patients' privacy, confidentiality and safety, and adhering to ethical, legal, and accreditation/regulatory standards at all times.

Requirements:

• At least 1 year experience as a Certified or Registered Medical Assistant, with an active accreditation required.
• Exceptional verbal and writing skills in English, including accurate spelling and grammar. Not only will you speak with patients on the phone, you'll communicate with patients and doctors in writing as well.
• Technology experience - preferably with multiple EMR/EHR systems, familiar with Microsoft Office, Google Suite products and comfortable learning new softwares quickly.

As the voice of TimeDoc Health, you must:

• Be highly professional on the phone
• Be able to maintain a compassionate and engaging tone
• Possess quick thinking skills to respond live to patient questions and needs , with strong critical thinking skills to ask appropriate follow-up questions and prioritize what you learn from patients
• Have exceptional business writing skills, including accurate spelling and grammar. Not only will you talk to people on the phone, you'll communicate with patients and doctors in writing as well
• Have excellent verbal skills-you'll need to explain our services with confidence, speak clearly, confidently, and have a friendly phone demeanor.
• You must be highly self-motivated, organized and able to work independently
• Call Center and/or Triage experience is a plus
• Experience serving a geriatric population is a plus
• Case management or care coordination experience is a plus

General Working Conditions

• Case management or care coordination experience is a plus
• Able to work a 40 hour schedule M-F
• You must have a private home office set up that will allow you to speak privately and maintain confidentiality with patients. Please note that this role is not compatible with interruptions or distractions during your shift. Your focus must be entirely on your patients.
• We will provide you with a company laptop and all of the software you need to make patient calls and do the job, your home office should also include:

• a second monitor (so that you can have multiple windows open with different software and resources all available at the same time) is a requirement
• fast and reliable internet: internet upload speed equal to or greater than 50 mbps is required; please note that satellite internet service or mobile hotspots are not sufficient for this role

We offer:

• Our benefits include medical, dental, and vision coverage, in addition to paid time off, sick leave, mental health days, paid holidays, a floating holiday, and internet reimbursement.
• A culture that will have you coming back for more - From online spirit week, to chat rooms filled with cake recipes, we've built a vibrant community that allows workers to connect on a personal level both in-person and from their home offices.
• A team that believes in the GROwth mindset - Grit: having a passion & perseverance for long-term goals; Results: focusing on delivering tangible results for our patients, clients and business; Openness: providing our employees with an environment that is transparent and open in communication.
• A great place to build a career - As TimeDoc grows, we are committed to promoting from within
• A passion for the intersection of the worlds of medicine and tech
• A mission that you can believe in - helping keep patients healthy and out of the hospital is why we do what we do.

TimeDoc Health is an Equal Opportunity Employer. TimeDoc Health does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made on the basis of qualifications, merit, and business need.

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