About TeleMed2U
At TeleMed2U, we believe that time is the most valuable resource in healthcare— whether it is time to diagnosis, time to treatment, or time to better health. That is why, since our founding in 2011, we have been dedicated to increasing access to care across 20 medical and behavioral health specialties nationwide. By breaking down traditional barriers to specialty care, TeleMed2U has become a leading technology-enabled healthcare services company, delivering high-quality, convenient, and easy-to-access virtual healthcare solutions. Our integrated approach to chronic disease management empowers both patients and providers, improving health outcomes through seamless care coordination. With a focus on patient-centered innovation, provider collaboration, and data-driven care delivery, TeleMed2U is redefining specialty care—making it faster, simpler, and more accessible for all.
About the Role
The Care Coordinator is a vital member of the Patient Access & Contact Center team, supporting high-quality, accessible specialty care by handling inbound communications, appointment scheduling, insurance verification, and related administrative tasks. This role is essential in delivering a seamless and responsive patient experience.
Key Responsibilities
·Care Coordinator I:
oAnswer incoming calls, voicemails, and messages to address appointment requests, medical records inquiries, and telehealth access issues.
oTriage and escalate calls to the appropriate subject matter expert as needed.
oSchedule new and follow-up patient appointments.
oVerify insurance and collect applicable copays prior to or at the time of service.
oMonitor and respond to inbound faxes, SimpleChime messages, and AdvancedMD (AMD) communications.
oRoute urgent calls and escalations appropriately.
oMonitor inbound Zoom Contact Center (ZCC) queue activity and escalate issues when needed.
oTrack and report ZCC metrics and performance indicators.
oProcess and manage faxed patient information securely and accurately.
oFor SCOA-based staff only: Check patients in and collect copays during in-person visits at the Specialty Clinic of Austin.
oOther duties as assigned
·Care Coordinator II:
oAll Care Coordinator I responsibilities
oServe as a liaison for training new team members
oAssist with problem solving and resolving patient concerns
·Care Coordinator III:
oAll Care Coordinator I & II responsibilities
oLeads and is accountable for new team member training and development for 30-, 60-, & 90-day expectations
oSupport Clinical Operations Managers and Directors in various responsibilities
oServes as a team lead to disseminate updates on a routine basis.
oFoster overall team productivity
oSet team goals for daily, weekly, & monthly objectives
Qualifications
·Skills
oBilingual (English/Spanish) a plus
oKnowledge of medical terminology preferred
oStrong verbal communication
oFriendly and professional phone etiquette
oQuick and accurate data entry
oAbility to stay calm under pressure
oBasic understanding of insurance and scheduling
oComfort using phone and messaging systems
oAttention to detail
·Experience
oCare Coordinator I:
§Experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
§Previous experience utilizing an EMR/EHR a plus
§Telemedicine experience a plus
oCare Coordinator II:
§Care Coordinator I requirements
§Minimum 12 months experience at TeleMed2U or equivalent
§Proficient on all areas of the EMR/EHR and can navigate seamlessly and complete most if not all functions
§Demonstrates cross functional aptitude across most areas of the division
oCare Coordinator III:
§Care Coordinator I & II requirements
§Minimum 24 months of experience at TeleMed2U or equivalent
§Expert in all systems, tools, and EMR/EHR functionality, as applicable
·Education
oHigh school diploma or GED required
Physical Requirements
·Prolonged periods of desk work and computer usage.
·Ability to lift up to 15 pounds
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