Case Coordinator

Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.

Summary of Position

The case coordinator ensures efficient case progress, high quality service and member experience across service lines. In collaboration with the case managers and clinical teams, the experience is enhanced through scheduling, medical records management, documentation and exceptional communication. This dynamic role may support provider matching, medical records coordination and case support both internally and externally. This role is designed to allow effective multi-skilling and lateral career development.

Essential Duties and Responsibilities

• Case creation and records transfer in collaboration with the Case Management team and providers.

• Provide members with assistance, support, and follow-up where necessary.

• Management of call logs and cases in Boost/Salesforce as it relates to scheduling, medical records management, documentation and communication.

• Provide exceptional service to internal and external stakeholders, including but not limited to providers and members.

• Provide administrative assistance to providers and Case Managers with various tasks.

• Collaborate with the clinical team (Case Managers, in particular) to support case progression.

• Support identification and selection of appropriate specialists/third parties using internal database.

• Assist with scheduling calls between members and providers.

• Utilize technology for case coordination and information integrity, documenting all communications.

• Maintain filing and storage systems as required for digital records, CDs, USBs, and physical records.

• Escalate case-related questions/concerns to the Case Manager.

Specific additional requirements may include (not a comprehensive list):

• Internal and external records collection and coordination,

• Scheduling and queue management,

• Eligibility and finance tasks,

• Internal and external communications to ensure turnaround times as well as effective client, member and facility relationships.

• Responsibilities may vary based on team and business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• 3-5 years’ experience in a fast-paced professional office environment; hospital, physician practice, or other medical environment preferred

• Post-Secondary degree strongly preferred

• Ability to work independently and as part of a team, with minimal supervision

• Proven track record of meeting deadline-oriented tasks

• Knowledge of medical terminology

• Exceptional organizational skills, with the ability to multi-task

• Exceptional problem-solving skills with the ability to focus on issue resolution to drive efficiencies

• Excellent verbal, written and telephonic communication skills with the ability to explain concepts in a clear and articulate manner

• Bilingual (English & French Canadian) is considered an asset

• Ability to influence others to achieve positive results

• Ability to work collaboratively with colleagues

• Comfortable recommending process changes to better achieve better experience for members

• Proficient in technology including Microsoft Word, Excel, Outlook, Microsoft Teams, Adobe Acrobat, and medical imaging software an asset

• Medical Office experience an asset

Work Environment:                             

☐ Office           ☐  Remote                 ☒ Hybrid (Office & Remote)

Salary Range:

$50,000 to $55,000/year

Position Type:

Backfill

Travel: ≤ 10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.  Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.

About Us

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.

Job Description Acknowledgment

This job description is a general overview of the nature and level of work performed by employees with this job designation. It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required of this position.  Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time.  I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.

Why Join Teladoc Health?

Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients. 

Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health. 

Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth. 

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey. 

Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible. 

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position. 

Teladoc Health Canada, Inc. uses artificial intelligence-assisted tools as part of our recruitment process, including to screen and evaluate candidates. These tools support, but do not replace, human judgment. Our hiring team makes all final decisions.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. 

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]