Role Overview

As a Telemedicine Patient Coordinator, you will be essential in delivering outstanding support to patients using our client's telemedicine services. Your role will primarily involve providing compassionate customer service, attentively addressing patient needs, and solving problems effectively and promptly. By maintaining proactive communication and advocating for patients, you will help build lasting relationships and contribute to ongoing improvements within our organization.

Key Responsibilities

Patient Support

• Guide patients through telemedicine services by explaining processes, addressing concerns, and offering assistance with platform features and usage.
• Engage with patients through thoughtful inquiries to gather pertinent information and deliver tailored solutions to meet their individual needs.
• Manage an influx of support ticket requests in a timely manner

Problem Solving

• Utilize strong troubleshooting skills and creative problem-solving to develop effective solutions.
• Work with cross-functional teams to implement changes that enhance the patient experience and resolve any issues.

Continuous Improvement

• Record and analyze patient feedback, identify common issues, and contribute to refining workflows and processes to improve the patient experience.
• Stay current with new products, features, and best practices in telemedicine through ongoing learning and development.

Requirements

Must-Have:

• Prior experience in a patient support role, ideally within a healthcare or telemedicine context.
• Experience with ticketing systems at high volumes.
• Outstanding communication skills, both written and verbal, with a strong emphasis on empathy and active listening.
• Proven problem-solving and troubleshooting skills, with the ability to approach challenges creatively.
• Demonstrated capability to manage difficult situations with professionalism and patience.
• Excellent organizational abilities and adeptness at multitasking in a dynamic, fast-paced environment.

Nice-to-Have:

• Knowledge of medical terminology, appointment scheduling, and billing processes.
• Understanding of patient privacy and data protection regulations, such as HIPAA.
• Experience collaborating with remote teams.