Remote Care Coordinator

Position Summary: This position requires a compassionate individual to join our team as the Remote Care Coordinator (RCC). The responsibilities of the RCC include coordinating the daily functions of a Telehealth Monitoring service while remotely facilitating the wellness and safety of the patient. Through a collaborative cross matrix of multiple disciplines, the RCCs will work with families, healthcare professionals and vendors to ensure the efficient care of the patient. Daily functions include oversight and assessment of patient care with daily written and verbal reports and accurate maintenance of patient health records.

To succeed in this position, candidates should be organized, compassionate, empathetic, and have exceptional communication, computer, and problem-solving skills. You should possess interpersonal skills and be resourceful, analytical, and adaptable with the ability to build rapport with team members, clients, and partners.

Job Duties and Responsibilities: 

• Observes and reports patient telehealth alerts triggered by biometric data, health surveys, trend analysis and patient call requests to assigned clinical contacts
• Collaborates and interacts with the member/patient, family, and healthcare team
• Utilizes predefined protocols to establish priorities and plan, organize, and perform interventions leading toward improved self-care/long term care outcomes resulting in patient stabilization or independence
• Exudes positive supportive energy, connects with people on a personal level and is comfortable and relaxed while practicing active listening
• Encourages client/member/patient participation and compliance in the clinical program efforts
• Documents accurately and comprehensively based on the standards of practice and current organization policies
• Interacts through multimedia environments (telephone, video, or other technologies) to achieve continuity of care
• Performs care management responsibilities as per customer requirements; recognizes urgent situations and escalates issues appropriately

Skills and Qualifications:

• Intermediate computer skills include: navigating the internet, video calling, data entry in Electronic Medical Record (EMR) or Remote patient monitoring software
• Working knowledge with medical devices such blood pressure monitor, pulse oximeter, and weight scale a plus
• Proficiency in Medical Terminology
• Must have exceptional time management, writing, verbal communication, and critical thinking skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace (previously Google G suite) required
• Organized, detail-oriented, analytical, and Client-focused 
• Problem solving, prioritization, warm professionalism, patience, focus, emphasizing excellence, positive attitude, self-starter, motivated
• Strong understanding of cultural competency

Education and Experience Requirements:

• Minimum 2 years experience as either a Medical Assistant or Medical Technician in the areas of Home Health, Skilled Nursing, Assisted Living, or Hospital in a fast-paced environment. 
• Medical Assistant or Medical Technician Certification preferred
• Work-from-home experience (2+ years) preferred
• Minimum 1 year experience in Customer Service
• Telehealth experience preferred 
• Bilingual applicants preferred (Spanish, Vietnamese and Mandarin/Cantonese)

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.