Virtual Care Coordinator

Moffitt Cancer Center; Park (KS); Remote; USD 30,000 - 46,000; Full time

Job summary

Moffitt Cancer Center in Florida is seeking a Virtual Care Coordinator to serve as the face of telemedicine, guiding patients through registration and connection to virtual oncology care. You will gather patient information, educate callers, and troubleshoot to ensure a smooth virtual visit.

The role requires a high school diploma, 3 years in healthcare customer service or related field, and training as Medical Assistant or equivalent.

Qualifications

• High School Diploma or GED required.
• 3 years of experience in healthcare or related field providing customer service, patient care support or healthcare administration.
• Successful completion of a Medical Assistant Program or applicable Military Training (will also accept Onc Tech and Pharm Tech exp)
• Ability to learn and use multiple health related systems (Capstone, Cerner, Soarian, Virtual Health platform, etc.)

Responsibilities

• Facilitates Patient Flow
• Reviews records, assists with patient consent, initial patient screening and virtual health visits.
• Prepare and maintain registration information.
• Troubleshoot and assist patients to ensure a successful connection.
• Provides support to the provider and assigned clinic.
• Recognizes urgent situations and implements appropriate procedures.
• Communicate pertinent information for upcoming visit.
• Ensure productivity standards are met using all assigned resources and tools and in accordance to organizational protocols.
• Performs Technical Support and Coordination to Virtual Care Patients and Caregivers
• Communicate proficiently and effectively with patients and caregivers demonstrating knowledge and digital literacy.
• Troubleshoot, assess technical challenges, and assist with download of virtual health client on a variety of devices (such as computers and mobile devices)
• Provide detailed, step-by-step technical support and ensure they can successfully navigate and utilize the virtual health portfolio of services.
• Manipulate appointments in Capstone to enter and review modifications and scheduling of virtual care.
• Assess situations to provide appropriate technical and process solutions for patients and caregivers.
• Respond to needs of the caller according to department protocols, resolving most inquiries without transfer or escalation.
• Transfer/escalate situations when appropriate with accurate information utilizing resources to resolve inquiries within the scope of the department
• Follow up on messages to ensure they were received and handled to satisfactory completion or escalating to management when appropriate.
• Perform outbound calls to patients and caregivers to offer proactive technical support for virtual care.
• Provide pro-active outreach to prioritized users with detailed, step-by-step technical support.
• Develop a thorough understanding of policies and exercise appropriate judgment to handle situations outside of standard protocols

Skills

Customer service

Healthcare administration

Calendaring

Digital literacy

Communication

Education

High School Diploma/GED

Medical Assistant Program / Military Training

Tools

Capstone

Cerner

Soarian

Virtual Health platform

Job description

Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer.

As the only National Cancer Institute-designated Comprehensive Cancer Center based in Florida, Moffitt employs some of the best and brightest minds from around the world. Join a dedicated team of nearly 11,000 who are shaping the future we envision. Moffitt has been recognized as a Best and Brightest Company to Work For in the Nation and is continually named one of the Tampa Bay Times’ Top Workplaces.

Summary

Position Highlights

The Virtual Care Coordinator (VCC) is the face of telemedicine at Moffitt. This role is the first step in getting patients connected to virtual oncology care. VCCs gather patient information and work closely with clinics to coordinate care. VCCs are educators that help patients prepare, troubleshoot and complete registration requirements. Candidates must excel in customer service and be patient focused.

Responsibilities:

Facilitates Patient Flow

• Reviews records, assists with patient consent, initial patient screening and virtual health visits.

• Prepare and maintain registration information.

• Troubleshoot and assist patients to ensure a successful connection.

• Provides support to the provider and assigned clinic.

• Recognizes urgent situations and implements appropriate procedures.

• Communicate pertinent information for upcoming visit.

• Ensure productivity standards are met using all assigned resources and tools and in accordance to organizational protocols.

Performs Technical Support and Coordination to Virtual Care Patients and Caregivers

Communicate proficiently and effectively with patients and caregivers demonstrating knowledge and digital literacy.

• Troubleshoot, assess technical challenges, and assist with download of virtual health client on a variety of devices (such as computers and mobile devices)

• Provide detailed, step-by-step technical support and ensure they can successfully navigate and utilize the virtual health portfolio of services.

• Manipulate appointments in Capstone to enter and review modifications and scheduling of virtual care.

Assess situations to provide appropriate technical and process solutions for patients and caregivers.

• Respond to needs of the caller according to department protocols, resolving most inquiries without transfer or escalation.

• Transfer/escalate situations when appropriate with accurate information utilizing resources to resolve inquiries within the scope of the department •

Follow up on messages to ensure they were received and handled to satisfactory completion or escalating to management when appropriate.

Perform outbound calls to patients and caregivers to offer proactive technical support for virtual care.

• Provide pro-active outreach to prioritized users with detailed, step-by-step technical support.

• Develop a thorough understanding of policies and exercise appropriate judgment to handle situations outside of standard protocols

Credentials and Experience:

• High School Diploma/GED required.
• 3 years of experience in healthcare or related field providing customer service, patient care support or healthcare administration.
• Successful completion of a Medical Assistant Program or applicable Military Training (will also accept Onc Tech and Pharm Tech exp)
• Ability to learn and use multiple health related systems (Capstone, Cerner, Soarian, Virtual Health platform, etc.)
• Calendaring - resending and creating calendared appointments for virtual care
• Knowledge of System support - help others download and troubleshoot

Preferred Experience

• Experience in healthcare and/or technology support.
• Experience in an outpatient clinic setting.
• Knowledge of Capstone - appointment modification, scheduling and reading provider templates

Salary Range

$21.65 - $33.05

Salary ranges posted for this position represent the expected base pay range for the role. Actual compensation may vary based on location and a variety of job-related factors, including experience, skills, education, and internal equity among Team Members in similar positions.

We are committed to maintaining fair and equitable pay practices and regularly review compensation to ensure alignment across our workforce.

Moffitt Career Site

_ If you have the vision, passion, and dedication to contribute to our mission, _

_ then we have a place for you! _

1. Equal Employment Opportunity

Moffitt Cancer Center is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran or disabled status. We seek candidates whose skills, and personal and professional experience, have prepared them to contribute to our commitment to diversity and excellence.

2. Reasonable Accommodation

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Moffitt endeavors to make moffitt.org/careers accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact one of the Human Resources receptionists by phone at 813-745-7899 or by email [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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