Location: Atlanta, GA
Who We Are:
At Heal, we believe improving health outcomes starts by meeting patients where they're most comfortable: at home. That’s why we provide value-based, in-home primary care to seniors on Medicare and select Medicare Advantage plans. By connecting our compassionate, patient-focused clinical teams with proprietary, tech-enabled solutions, Heal is transforming the way seniors access healthcare.
Our award-winning doctor house call, telemedicine, and remote monitoring solutions serve patients across 8 states including Georgia, Illinois, Louisiana, New Jersey, New York, North Carolina, South Carolina, and Washington. Having served over 250,000 patients and raised over $200MM in investment capital from the likes of Fidelity, Humana, and other prominent financiers, we now have an eye towards rapidly scaling to a position of market leadership.
At Heal, we believe in creating a culture that is efficient, engaging, and full of passion. We take pride in recognizing employees for their hard work and dedication and our CEO is never more than a phone call away. Come help us revolutionize the healthcare experience by putting patients first!
Job Description:
The Operations Coordinator, will aid the Heal Clinicians in the day-to-day operations of the market, working closely with Physicians, Mid-levels, Medical Assistants and Drivers to ensure delivery of quality patient care.
Duties/Responsibilities:
- Support Heal doctors during your designated shift, serving as the primary point of contact for all questions/issues to encompass routing, resource assignment, dispatch, and tech troubleshooting.
- Daily review of house-calls and telemedicine visits working to confirm or reconfigure routing to reduce total drive-time.
- Partner with Patient Support team and Contact Center to address any patient related inquiries.
- Resolve and identify any problems related to logistics, communication to teams in the field, and patient concerns.
- Manage key performance indicators to ensure reporting to department heads, leadership and Board of Directors is accurate and comprehensive.
- Follow the escalation protocol correctly to ensure tickets are routed to the right Tier 2 and Tier 3 channels
- Observe, review and analyzing processes to identify inefficiencies and areas where improvements could be made.
- Accommodate a flexible working schedule including mornings, nights, weekends, and occasional holidays
Required Skills/Abilities:
- Minimum 1-3 years’ experience in Customer Service, Logistics, Dispatch, or Project Coordination
- Excellent verbal and written communication skills including telephone etiquette.
- Ability to communicate effectively with team members, patients, clinicians, leaders at all levels and with various categories of customers
- Excellent interpersonal, negotiation, and conflict resolution skills.
- Excellent organizational skills and attention to detail.
- Strong problem-solving skills.
- Ability to prioritize tasks and seek assistance when appropriate.
- Ability to act with integrity, professionalism, and confidentiality.
Education and Experience:
- Bachelor's degree from a 4-year college or university, or related experience. Bachelor’s degree (preferred)
- 3 years’ experience in customer service and/or logistics
- Must be able to work variable shifts and schedule
Benefits - Regular Full-Time Employee:
- Competitive Salary
- Remote Work Opportunities
- 3 Weeks Paid Vacation to start
- 1 Week Paid Sick Time
- 100% Company Paid Medical, Dental, and Vision benefits for employee
- 100% Company Paid Short-Term and Long-Term Disability (STD & LTD)
- 100% Company Paid Life Insurance (AD&D)
- WiFi & Cell Phone Stipend
- Parental Leave for six weeks
- HSA & FSA Plans Available
- 401k Plan & Stock Opportunities for Leadership Positions
- 11 Holidays (7 Company and 4 Floating)
- LinkedIn Learning and other educational opportunities
- Employee Assistance Program (EAP)
- Employee Discount Programs
- Additional voluntary benefits, such as pet and legal insurance.
Get Heal (dba “Heal”) recognizes and values the key to success is the experiences and perspectives of people from all walks of life. Heal is proud to be an equal employment opportunity employer to all individual, regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.