62 applicants

Company

Ophelia · 17 hours ago

Senior Care Coordinator

United States

Full-time

Remote

Mid, Senior Level

$50K/yr - $55K/yr

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Responsibilities

Rotate responsibility with your peers, in leading the day-to-day operations of the Patient Engagement Specialist and Patient Support Specialist teams, being the first point of escalation, maintaining oversight and ownership of minor adjustments for the schedule, queue assignments, and prioritization of daily work.

Leave a clear handoff note with tasks and issues of importance for the next SCC point person.

Follow Ophelia and Care Team policies and maintain confidentiality, compliance, and ethical standards.

Ensure protocols are executed, maintaining good judgment to identify barriers or disruptions to care, and use appropriate strategies to overcome those barriers.

Be an expert in all patient-facing workflows and procedures supporting the teams with: Prioritizing effectively across multiple platforms: switching between phone, SMS messages, email, meetings, and Slack to deliver patient-centered care.

Resolving issues related to prescriptions and insurance/pharmacy authorizations, ensuring patient visits are properly scheduled, and safety and compliance adherence maintained.

Effective writing skills to complete professional documentation to interact with patients, clinicians, and external stakeholders.

Support the hiring and onboarding of new Care Coordinators, train in alignment with issue/topic specialty.

Understanding performance metrics and KPIs of both teams, keeping them top of mind, and coaching accordingly.

Special assignments e.g. represent CC at CPAC, expert providing input for pilots and experimentation ideation, hiring and onboarding, project management.

Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients seeking support on a wide range of issues.

Interact and problem-solve cross-functionally amongst teams to ensure a safe and exceptional patient experience.

Participate in cross-functional projects and pilots.

Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Patient engagementCare coordinationInsurance authorizationsDe-escalation techniquesDocumentation skillsSystems managementChange management

Required

Experience in care coordination or a related field

Strong organizational skills, with the ability to multi-task, while maintaining a high attention to detail

Effective writing skills to complete professional documentation to interact with patients, clinicians, and external stakeholders

Ability to remain calm and composed under pressure

Experience in de-escalating highly emotional conversations and communicating with empathy and respect

A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively

Understanding performance metrics and KPIs of both teams, keeping them top of mind, and coaching accordingly

Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients seeking support on a wide range of issues

Interact and problem-solve cross-functionally amongst teams to ensure a safe and exceptional patient experience

Follow Ophelia and Care Team policies and maintain confidentiality, compliance, and ethical standards

Engage directly with Ophelia’s patients providing support across a wide range of areas including successfully filling pharmacy prescriptions, obtaining prior authorizations from a patient's health insurance plan, collecting required documentation to allow members of Ophelia's clinical team to coordinate care with external health care providers and providing quality referrals

Preferred

Experience in a healthcare startup or telehealth environment

Experience with opioid use disorder (OUD) treatment or related healthcare services

Experience in training and onboarding new team members

Familiarity with patient engagement and support strategies

Experience in project management or leading cross-functional projects

Benefits

Remote work anywhere in the United States

Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)

20 days of PTO per year

10 company holidays

$950 Work From Home Stipend

401k Contribution Platform

Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!