Bilingual Spanish Telehealth Coordinator, Virtual Care Center (Downey, CA Hybrid Remote)

Alignment Health is breaking the mold in conventional health care committed to serving seniors and those who need it most : the chronically ill and frail. It takes an entire team of passionate and caring people united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we this fast-growing company you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters not only changing lives but saving them. Together.

Alignment Health is seeking an organized detail-oriented and disciplined Bilingual Spanish Telehealth Coordinator (hybrid remote) with front- and back-office Medical Assistant experience to join the Virtual Care Center (VCC) team in Downey CA.

As a Telehealth Coordinator you will support patients and providers through virtual care coordination outreach scheduling and quality measure closure. This includes answering calls in the phone queue scheduling telephonic and virtual appointments following up on referrals and authorizations supporting outbound follow-up calls providing systems training for new hires and completing administrative tasks as applicable.

This positions primary focus is supporting HEDIS and STARs quality initiatives through proactive member outreach and coordination. During HEDIS season this includes working 23 days per week onsite at our Downey clinic to help close care gaps and complete quality-related activities.

Outside of HEDIS season the role supports the Virtual Care Centers regular telehealth coordination functions including managing inbound calls scheduling and general member support within the virtual queue.

This Coordinator collaborates with a cross-functional team including Clinical Operations Member Services the AVA Product Team and DTS Help Desk Support to successfully manage the program. The role reports to the Telehealth Program Manager and requires strong customer-service skills with a focus on timely resolution of member and staff needs.

Schedule :

• Option 1 : Monday Friday 9 : 00 AM 6 : 00 PM Pacific Time
• Option 2 : Monday Friday 10 : 00 AM 7 : 00 PM Pacific Time

General Duties / Responsibilities

Completing outreach calls for various patient groups as applicable (e.g. ER admits Teladoc follow-ups annual assessments).

Handle between 50-80 calls per day (85% Outbound / 15% Inbound)

Supporting HEDIS and STARs functions applicable to the Virtual Care Center including proactive quality outreach and in-clinic activities during HEDIS season (approximately 23 days per week at the Downey clinic).

Answering inbound calls on the Virtual Care Center queue.

Collecting appropriate patient information for scheduling virtual appointments with providers.

Screening patients for appropriate telehealth platform use for virtual appointments.

Supporting providers with requests for referrals and authorizations including submission review and follow-up of requests.

Contacting partnered medical offices to support patient requests as necessary (e.g. IPA groups PCP offices pharmacies DME companies).

Supporting new-hire onboarding by completing training or shadowing sessions of systems used in the VCC.

Collaborating with cross-functional teams.

Completing other job duties and administrative tasks as assigned.

Supervisory Responsibilities :

N / A

Job Requirements : Experience :

Required :

Experience with providing high quality customer service

Experience providing technical assistance

Minimum 1 year experience in a primary care or medical office setting using phones and scheduling appointments

Education : Required :

High school diploma or general education degree (GED).

Preferred :

Completion of medical assistant program from an accredited school of training.

Training :

Preferred : Medical Terminology

Specialized Skills : Required :

Bilingual Spanish

Able to use multiple systems simultaneously

Basic understanding in current mobile device technology and ability to learn and adapt to Alignment specific applications and protocols

Proficiency in Microsoft Suite programs (Outlook Teams Work Excel)

Basic math skills required for data analyzation

Able to trouble-shoot and research issues effectively

Willingness and capability to learn new technologies and adapt to dynamic environment

Strong customer service skills

Technology and automated solutions oriented

Well organized with strong attention to detail and analytical skills while maintaining speed in completing work

Efficient working style with strict adherence to deadlines

Licensure : Required : None

Preferred :

Medical assistant certificate

Medical terminology certificate

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear. The employee regularly is required to stand walk sit use hand to finger handle or feel objects tools or controls; and reach with hands and arms. The employee frequently lifts and / or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range : $41472.00 - $62208.00

Pay range may be based on a number of factors including market location education responsibilities experience etc.

Alignment Health is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability age protected veteran status gender identity or sexual orientation.

Required Experience :

IC

Key Skills

Senior Care,Hoyer Lift,Medical office experience,Dementia Care,Home Care,Nursing,Alzheimers Care,Administrative Experience,Meal Preparation,Medication Administration,Memory Care,Tube Feeding

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 41472 - 62208