Senior Care Coordinator

Job Overview

As one of the first members of the Ophelia team that a patient will interact with, our Senior Care Coordinators (SCCs) are integral to creating a superior patient and team experience that supports Ophelia’s ability to grow and achieve our mission and business priorities.

Senior Care Coordinators work directly with Leads to ensure our Patient Engagement Specialists and Patient Support Specialists interact with patients as effectively and efficiently as possible, maintaining compliance and safety standards, and collaborating with clinicians to ensure consistent, high-quality care as well as patient safety and retention.

As a leader within the Care Coordination team, you will follow and coach the defined processes and protocols, teach and model best practices for documentation, patient communication, follow-up, and pass-off note procedures. You will focus on patient interactions, serve as the first point of contact for internal and patient escalations, handle, manage, and refine escalated workflows, as well as triage patient crises. You will be a problem solver, a specialist in systems management, and a change champion, adapting to change and consistently modeling resilience.

You will engage directly with Ophelia’s patients providing support across a wide range of areas including successfully filling pharmacy prescriptions, obtaining prior authorizations from a patient’s health insurance plan, collecting required documentation to allow members of Ophelia’s clinical team to coordinate care with external health care providers and providing quality referrals.

In this role, you will:

* 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
* Your schedule will include some combination of evenings and/or weekends and occasional Holidays to ensure there is always, at least, one SCC available
* 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

We’re looking for someone who has:

* 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