TeleMed2U

Compensation

Full Description

Leadership & Development Monitor KPIs across access, scheduling, provider utilization, documentation timeliness, and patient experience. Conduct root-cause analyses of workflow gaps and implement process improvements. Benchmark against industry standards and support leadership reporting with operational insights. Drive initiatives that reduce leakage, optimize scheduling, and improve patient/provider satisfaction. Identify key metrics and expectations for team members and hold employees accountable Spend time embedded within a specific business unit or product team to understand their operations, identify gaps, and help cultivate the next generation of leaders Development of Care Coordinators & Medical Associates Provide coaching, training, and development support for individual team members, including regularly scheduled check-ins and documentation Manage and develop a multidisciplinary team responsible for patient access, scheduling, document management, triage & escalation, provider support, and referral processing. Establish clear accountability, productivity standards, and performance monitoring across workflows. Foster a culture of service excellence, continuous improvement, and compliance Oversee virtual intake assistance, patient education, and visit connection support. Triage, Escalation & Clinical Support Oversee routing and closure of outbound referrals, Rx orders, refills, labs, imaging, and follow-up tasks. Ensure proper triage of clinical concerns with escalation to appropriate teams. Support prior authorizations, clinical reporting like PHQ9/GAD7/CCM, and Creyos testing workflows. Monitor visit flow, visit timing, and ensure all follow-up orders are entered and tracked in AdvancedMD. Clinical/Provider Collaboration Oversee provider schedule build-out, optimization, and alignment of availability with patient demand. Oversee provider NPS, RVUs, utilization, idle time, and documentation completion Oversee inbound referral processing, intake form completion, eligibility/authorization verification, and redirect letters. Manage waitlists, appointment scheduling, reschedules, and follow-ups (including no-show management and chart prep). Ensure OLS (Online Scheduling), Referral Management tasking, and client-specific referral trackers are maintained with accurate data. Support ED outreach with key client(s), intake paperwork distribution, and visit connection support. Communications & Document Processing Provide oversight of Contact Center operations, including staff responsible for answering patient/provider calls, managing voicemails, routing messages, and resolving service requests. Ensure consistent service levels for call response times, voicemail/message turnaround, and escalation handling. Monitor Contact Center performance dashboards, coach team members, and implement continuous process improvements that drive patient and provider satisfaction. Ensure timely and accurate processing of inbound/outbound faxes, referral documents, medical records, and clinical uploads. Manage intake paperwork distribution, clinical record uploads, and partner-specific documentation requirements. Coordinate interpreter scheduling, including CalOptima requirements. Patient Experience & Feedback Oversee virtual intake assistance, patient education, and visit connection support. Collect and route patient feedback, track NPS, and monitor no-show % and visit timing. Send post-visit surveys, appointment reminders, and instructions through Simple Chime. Required High school diploma/GED 3+ years of operational experience in a provider services business (specialty/multi-specialty practice preferred), with at least 1 year of managing teams in a remote or hybrid environment Experience working in EHRs (AdvancedMD experience a plus) and other clinical tools Preferred Bachelor’s degree in healthcare management, business, or related field 5-7 years of operational management experience, with 3+ years of management experience 2+ years (telehealth or virtual care delivery setting) management experience Solid understanding of intake requirements, including insurance, billing, and authorization requirements Bilingual (English/Spanish) a plus Physical Requirements Prolonged periods of desk work and computer use Ability to lift 15 lbs Compensation & Benefits Competitive base salary with annual performance bonus Comprehensive health, dental, and vision insurance 401(k) with company match up to $2,000 Paid time off and flexible work environment, offering remote working arrangements with limited travel