Senior Care Coordinator

Summary

Join Ophelia, a venture-backed healthcare startup, as a Senior Care Coordinator! In this crucial role, you'll be one of the first points of contact for patients using our telehealth platform for opioid use disorder treatment. You will lead and mentor teams, ensuring efficient and compliant patient care. Responsibilities include managing workflows, resolving patient issues, and collaborating with clinicians and other teams. The position requires strong organizational skills, communication skills, and the ability to handle stressful situations. Ophelia offers a remote work environment and a comprehensive benefits package, including competitive health insurance, PTO, and a work-from-home stipend.

Requirements

• A bias for action and getting things done: proactively taking on work without prompting, swiftly implementing solutions, and achieving results efficiently and effectively
• Strong organizational skills, with the ability to multi-task, while maintaining a high attention to detail
• De-escalating highly emotional conversations and communicating with empathy and respect
• The ability to remain calm and composed under pressure
• Resilience! Supports change management for the better of the team and Ophelia

Responsibilities

• Rotate responsibility with your peers, in leading the day-to-day operations of the Patient Engagement Specialist and Patient Support Specialist teams, being the first point of escalation, maintaining oversight and ownership of minor adjustments for the schedule, queue assignments, and prioritization of daily work
• Leave a clear handoff note with tasks and issues of importance for the next SCC point person
• Follow Ophelia and Care Team policies and maintain confidentiality, compliance, and ethical standards
• Ensure protocols are executed, maintaining good judgment to identify barriers or disruptions to care, and use appropriate strategies to overcome those barriers
• Be an expert in all patient-facing workflows and procedures supporting the teams with
• Prioritizing effectively across multiple platforms: switching between phone, SMS messages, email, meetings, and Slack to deliver patient-centered care
• Resolving issues related to prescriptions and insurance/pharmacy authorizations, ensuring patient visits are properly scheduled, and safety and compliance adherence maintained
• Effective writing skills to complete professional documentation to interact with patients, clinicians, and external stakeholders
• Support the hiring and onboarding of new Care Coordinators, train in alignment with issue/topic specialty
• Understanding performance metrics and KPIs of both teams, keeping them top of mind, and coaching accordingly
• Special assignments e.g. represent CC at CPAC, expert providing input for pilots and experimentation ideation, hiring and onboarding, project management
• Practice active listening, empathy, and solution-focused approaches to collaboratively engage with patients seeking support on a wide range of issues
• Interact and problem-solve cross-functionally amongst teams to ensure a safe and exceptional patient experience. Participate in cross-functional projects and pilots
• Consistently practice our cultural values: champion our patients, communicate with kindness, learn and share freely, and get results

Benefits

• Remote work anywhere in the United States
• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• 20 days of PTO per year
• 10 company holidays
• $1,000 Work From Home Stipend
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!