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Job Description
- Req#: 63755
- 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.
- Demonstrate confidence and technical understanding of systems and workflows.
- Manipulate appointments in Capstone to enter and review modifications and scheduling of virtual care.
- Resend and create calendared appointments for 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 a majority of 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 health.
- 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.
- Facilitate patient flow for an optimal experience.
- 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.
- High School Diploma/GED required.
- 3 years of experience in healthcare or related field providing customer service, patient care support or healthcare administration.
- Medical Assistant or Medical Office Assistant Certification.
- Successful completion of a Medical Assistant Program or applicable Military Training.
- Experience in healthcare and/or technology support.
- Experience in an outpatient clinic setting.
At Moffitt Cancer Center, we come face-to-face with cancer every day, but we also see courage. And it inspires us to be the safest and best place for cancer care – to bring greater hope to every patient we serve. It’s why we’ve been continually named One of the Top Places to Work in the Tampa Bay Area. 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. Moffitt is the leading cancer hospital in both Florida and the Southeast and has been nationally ranked by U.S. News & World Report since 1999. Because working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer. Join a dedicated, diverse and inclusive team of over 7,000 to be a part of the Courageous future we envision.
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:
Credentials and Experience:
Preferred:
About the company
H. Lee Moffitt Cancer Center & Research Institute is a nonprofit cancer treatment and research center located in Tampa, Florida.
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