Call Center Care Coordinator
TeleMed2U INCAustin, Texas, United States, 78758- serp_jobs.job_card.full_time
About TeleMed2U
At TeleMed2U, we believe that time is the most valuable resource in healthcare— whether it is time to diagnosis, time to treatment, or time to better health. That is why, since our founding in 2011, we have been dedicated to increasing access to care across 20 medical and behavioral health specialties nationwide. By breaking down traditional barriers to specialty care, TeleMed2U has become a leading technology-enabled healthcare services company, delivering high-quality, convenient, and easy-to-access virtual healthcare solutions. Our integrated approach to chronic disease management empowers both patients and providers, improving health outcomes through seamless care coordination. With a focus on patient-centered innovation, provider collaboration, and data-driven care delivery, TeleMed2U is redefining specialty care—making it faster, simpler, and more accessible for all.
Care Coordinator I,II,III
Patient Access & Contact Center
Company : TeleMed2U
Location : Austin, TX or Remote
Reports To : Operations Manager
Direct Report(s) : N / A
Classification : Regular Full-Time, Non-Exempt
Mission Statement
To bring specialty care to everyone and utilize technology to deliver quality care and better patient outcomes.
Company Overview
At TeleMed2U, we believe that time is the most valuable resource in healthcare— whether it is time to diagnosis, time to treatment, or time to better health. That is why, since our founding in 2011, we have been dedicated to increasing access to care across 20 medical and behavioral health specialties nationwide. By breaking down traditional barriers to specialty care, TeleMed2U has become a leading technology-enabled healthcare services company, delivering high-quality, convenient, and easy-to-access virtual healthcare solutions. Our integrated approach to chronic disease management empowers both patients and providers, improving health outcomes through seamless care coordination. With a focus on patient-centered innovation, provider collaboration, and data-driven care delivery, TeleMed2U is redefining specialty care—making it faster, simpler, and more accessible for all.
About the Role
The Care Coordinator is a vital member of the Patient Access & Contact Center team, supporting high-quality, accessible specialty care by handling inbound communications, appointment scheduling, insurance verification, and related administrative tasks. This role is essential in delivering a seamless and responsive patient experience.
Key Responsibilities
- Care Coordinator I :
o Answer incoming calls, voicemails, and messages to address appointment requests, medical records inquiries, and telehealth access issues.
o Triage and escalate calls to the appropriate subject matter expert as needed.
o Schedule new and follow-up patient appointments.
o Verify insurance and collect applicable copays prior to or at the time of service.
o Monitor and respond to inbound faxes, SimpleChime messages, and AdvancedMD (AMD) communications.
o Route urgent calls and escalations appropriately.
o Monitor inbound Zoom Contact Center (ZCC) queue activity and escalate issues when needed.
o Track and report ZCC metrics and performance indicators.
o Process and manage faxed patient information securely and accurately.
o For SCOA-based staff only : Check patients in and collect copays during in-person visits at the Specialty Clinic of Austin.
o Other duties as assigned
o All Care Coordinator I responsibilities
o Serve as a liaison for training new team members
o Assist with problem solving and resolving patient concerns
o All Care Coordinator I & II responsibilities
o Leads and is accountable for new team member training and development for 30-, 60-, & 90-day expectations
o Support Clinical Operations Managers and Directors in various responsibilities
o Serves as a team lead to disseminate updates on a routine basis.
o Foster overall team productivity
o Set team goals for daily, weekly, & monthly objectives
Qualifications
o Bilingual (English / Spanish) a plus
o Knowledge of medical terminology preferred
o Strong verbal communication
o Friendly and professional phone etiquette
o Quick and accurate data entry
o Ability to stay calm under pressure
o Basic understanding of insurance and scheduling
o Comfort using phone and messaging systems
o Attention to detail
o Care Coordinator I :
Experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
Previous experience utilizing an EMR / EHR a plus
Telemedicine experience a plus
o Care Coordinator II :
Care Coordinator I requirements
Minimum 12 months experience at TeleMed2U or equivalent
Proficient on all areas of the EMR / EHR and can navigate seamlessly and complete most if not all functions
Demonstrates cross functional aptitude across most areas of the division
o Care Coordinator III :
Care Coordinator I & II requirements
Minimum 24 months of experience at TeleMed2U or equivalent
Expert in all systems, tools, and EMR / EHR functionality, as applicable
o High school diploma or GED required
Physical Requirements
TeleMed2U is an equal opportunity employer, committed to a diverse and inclusive workplace free from discrimination, and complies with all applicable federal, state, and local laws. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, gender expression, marital status, veteran status, criminal history, or any other status protected by law. All employment decisions are based on merit, business needs, and individual qualifications. TeleMed2U ensures equal pay for equal work in compliance with the Equal Pay Act and other applicable state laws, including Oregon and California. Employees are eligible for job-protected leave under the California Family Rights Act (CFRA) and other state-specific family and medical leave laws. This position complies with federal and state minimum wage laws and offers a competitive wage based on experience. TeleMed2U provides reasonable accommodations for qualified individuals with disabilities and for pregnant employees as required by state and federal law. Employees are covered by workers' compensation insurance for job-related injuries.
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Call Center • Austin, Texas, United States, 78758