Clinical Coordinator

Clinical Coordinators play a crucial role in establishing and maintaining a robust operational foundation within our organization. By leveraging their expertise in phone skills and customer service, they contribute to the seamless delivery of healthcare services and continuously seek ways to enhance the overall membership and clinical experience.

This role will deliver an exceptional member experience in all member interactions and throughout all care delivery. Utilize strong organizational ability and proactive mindset to assist in sustainable administrative processes and identify areas for improvement in operational workflows. Demonstrate excellent phone skills and customer service abilities while providing effective administrative support to our Providers, Health Coaches, RN Care Managers, and Members.

This is a remote FTE, non-exempt position with the ability to work weekends and holidays as required.

What you’ll do:

Administration

• Maintain a full comprehension of Parsley Health clinical operations, tools and workflows to maximize administrative support across the clinical practice)
• Provide Clinician and Health Coach support with chart prep, scheduling, waitlist management, and transfers of care.
• Assist daily practice operations such as slack coverage for provider requests, lab triage, EMR system management, referral list management, and faxes.
• Assist clinical teams with administrative member-requests and overflow tasks as needed, including medical record requests and coordination, insurance invoice requests, and clinical letters of medical necessity.
• Provide practice-wide messaging and phone coverage, triaging time-sensitive messages, escalating to management on-call, and resolving member inquiries.
• Maintain accurate documentation and records of all interactions and transactions to support efficient workflow management.
• Strive to meet and exceed performance metrics in support of seamless member experience including call handling time, member satisfaction scores, and resolution rates.

Membership

• Answer inbound member message inquiries for: scheduling requests, troubleshooting technical issues, triaging unassigned and needs attention messages, handling and/or triaging urgent messages.
• Handle inbound and outbound calls from customers regarding scheduling inquiries, tech troubleshooting, and general assistance.
• Listen attentively to customer concerns, empathize with their situation, and provide appropriate solutions and resolutions.
• Maintain a positive and professional demeanor at all times, reflecting the company’s commitment to exceptional customer service.
• Assist new members with clinical scheduling questionnaires, portal questions, and any other coordination before a member has an assigned clinician.
• Submit member feedback and specific improvement projects to manager.
• Organize day-to-day coordination, including waitlist management, scheduling, and transfers of care to new providers

Projects

• Support and maintain resources that assist administrative projects and scale solutions.
• Assist practice-wide pilots and initiatives as applicable

What you’ll need:

• 1+ year in health care, operations, membership experience, or as a medical assistant
• Bachelor’s degree or equivalent preferred
• Proven experience in a customer service or call center environment.
• Excellent verbal communication skills, with a clear and pleasant phone voice.
• Strong listening skills and the ability to empathize with customers’ concerns.
• Exceptional problem-solving abilities, with a focus on finding effective solutions.
• Experience using an electronic medical record system, working with clinical notes, and reading lab results is a plus, but not required
• Demonstrable attention to detail with a knack for organization and clarity
• Flexibility; things change often and we need someone who can adapt quickly
• Ability to work holidays

Nice-to-haves:

• Bachelor’s degree or equivalent preferred
• Knowledge of product or service offerings and industry-specific terminology.
• Familiarity with troubleshooting technical issues and providing technical support over the phone.
• Certification or training in customer service or call center operations.

Benefits and Compensation:

• Equity Stake
• 401(k) + Employer Matching program
• Remote-first with the option to work from one of our centers in NYC or LA
• Complimentary Parsley Health Complete Care membership
• Subsidized Medical, Dental, and Vision insurance plan options
• Generous 4+ weeks of paid time off
• Annual professional development stipend
• Annual wellness stipend