Customer Support | Remote | Full Time
About Doctor On Demand
Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation. We believe that health is personal, and means so much more than treating illness. We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient. It’s as simple as opening the Doctor On Demand app on a smartphone or computer.
Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.
About the Role
The Implementation Coordinator will report directly to the Client Implementation Manager and work as an integral member of a team responsible for coordinating intradepartmental efforts to effectively and efficiently manage client implementations. The Implementation Coordinator ensures ongoing business operations are maintained and customer expectations are met during health plan and enterprise group implementations, as well as annual changes to Doctor On Demand (telehealth) benefits.
Manage the end-to-end implementation process working with Sales and Account Management to evaluate and define customer needs and implement new clients / programs to meet those needs
Develop and manage tactical plans for the implementation of Doctor On Demand programs. This includes development of timelines, documentation regarding the implementation process, entry of new accounts, new requests, issues with eligibility & copay, new capabilities: divergent launch paths, system enhancements, labs, health info exchange (HIE) into CC Admin, Jira and Client Care and the patient portal
Utilize communication skills, verbal and written, to elicit and document relevant data and requirements to appropriately document requests and disseminate comprehensive and quality implementation distributions to the business for fulfillment
Work closely with other areas including Client Success, IT, Billing & Claims and Sales to ensure customer needs are met while meeting internal objectives.
Review real time eligibility integration requirements based on specifications
Assist with enterprise support traffic: Day-to-day issue resolution as needed
Review claims submission details as needed, pricing changes and process deviations. Communicate changes as needed.
Capture member census detailed by state and client, used for forecasting, loaded into Salesforce
Contract reconciliation, in collaboration with Client Success
Provide performance related feedback to respective business units’ managers to ensure timely and quality service is delivered
Partner with the management team to recommend implementation strategies and develop process and procedures focused on continued improvement
Knowledge, Skills and Abilities
A successful Implementation Coordinator will have well developed emotional and social competencies in these areas:
Empathetic, honoring the consumer and what they are feeling
Passionate about helping others
Self-Confident and able to diplomatically express views that may be unpopular
Actively Listens and is able to quickly distill provided information and insights
Conscientious, organized and dependable; always meets deadlines and commitments
Initiative-Driven, pursuing goals beyond what is required or expected
Optimistic and persistent despite obstacles; expects success, not failure
Service Oriented, anticipating, recognizing and meeting customer needs
Conflict Manager, diplomatically and tactfully able to calm tense situations
Communication, addressing issues, listening and seeking mutual understanding
Influence, effectively persuading others
Collaborative, works as part of a team to successfully achieve common goals
Leadership, motivating, developing and directing people as they work
Time Management, managing one’s own time and the time of others
Three (3) plus years of customer service experience in the health insurance industry with experience in physician/adjunct/ancillary/medical insurance billing requirements, payment reconciliation procedures required
Demonstrated ability to coordinate the implementation of initiatives with internal departments and external entities is required as well as the ability to analyze, identify, implement and monitor outcomes is required
Comprehensive knowledge and understanding of claims payment processing and medical management processes is required.
Able to prioritize and research projects independently and accurately within established deadlines involving all aspects, including analysis through resolution is required
Demonstrated ability to work well in a team environment and train staff and external customers on processes, products, data requests, and/or customer service is required
Experience in working with government healthcare policy and regulations is a plus
Bachelor's Degree preferred