Position Summary: The TextCare Specialist is the starting point for each telehealth encounter and plays a vital role in maintaining continuity of care. The MA builds relationships with patients through responsive, clear, and effective communication.
The day-to-day role involves triaging patients and coordinating care; dynamically responding, scheduling, charting, referring, setting tasks, and initiating follow-up. The TextCare team communicates with and treats patients in a caring and compassionate manner using multiple communication methods, including text, phone, video, and email. The ideal representative is proficient with technology, focused on patient experience, and enjoys a dynamic collaborative environment – working closely with providers to deliver seamless care.
ESSENTIAL FUNCTIONS
- Monitoring the patient engagement software for incoming messages and responding to those messages with a patient-first approach.
- Delighting patients with timely and compassionate responses, building the initial relationship that makes TextCare their preferred healthcare resource for problems big and small.
- Conducting initial patient intake, confirming their identity, reviewing previous uses, and directing them to available providers.
- Maintaining effective communication and continuity of care – connecting patients and providers in a timely and seamless manner.
- Securing patient information while maintaining patient confidence by completing and safeguarding medical records.
- Dynamically support TextCare, coordinating closely with providers while maintaining TextCare operational efficiency.
- Assisting with scheduling and other care coordination activities.
- Protecting the practice by adhering to professional standards, federal, state, and local healthcare policies.
REQUIRED SKILLS/KNOWLEDGE
- Ability to provide patients with timely responses, clear and professional communication, and a steadfast willingness to find solutions to all problems.
- Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.
- Proficient in basic technology (Microsoft products, etc).
- Ability or willingness to learn patient engagement software / customer service systems that enable omnichannel (text, phone, video, email) communication with patients and teammates.
- Ability or willingness to learn basic Electronic Medical Record (EMR) systems.
- Ability to multi-task and work independently with excellent organizational skills.
- Must possess a strong sense of professionalism
- Must thrive in a team dynamic
- Ability to read, write, and communicate the English language.
- Ability to effectively communicate both orally and in writing
- Ability to follow written or verbal step-by-step instructions
- Ability to concentrate, think, and learn
- Ability to hear, see, sit, stoop, kneel, crouch, reach, lift, push, and pull.
QUALIFICATIONS/EXPERIENCE
- 1+ years of work experience, preferably in customer service or healthcare.
- Willing to work overnight shifts (8 or 12 hours) between the hours of 5PM- 6AM
- CCMA (or similar clinical accreditation) strongly preferred.
- Highschool diploma or equivalent required
REQUIRED SKILLS/KNOWLEDGE
- Ability to provide patients with timely responses, clear and professional communication, and a steadfast willingness to find solutions to all problems.
- Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.
- Proficient in basic technology (Microsoft products, etc).
- Ability or willingness to learn patient engagement software / customer service systems that enable omnichannel (text, phone, video, email) communication with patients and teammates.
- Ability or willingness to learn basic Electronic Medical Record (EMR) systems.
- Ability to multi-task and work independently with excellent organizational skills.
- Must possess a strong sense of professionalism
- Must thrive in a team dynamic
- Ability to read, write, and communicate the English language.
- Ability to effectively communicate both orally and in writing
- Ability to follow written or verbal step-by-step instructions
- Ability to concentrate, think, and learn
- Ability to hear, see, sit, stoop, kneel, crouch, reach, lift, push, and pull.
QUALIFICATIONS/EXPERIENCE
- 1+ years of work experience, preferably in customer service or healthcare.
- CCMA (or similar clinical accreditation) strongly preferred.
- Highschool diploma or equivalent required
Skills Required
- 1+ years of work experience (customer service or healthcare preferred)
- High school diploma or equivalent
- Willingness to work overnight shifts between 5PM and 6AM (8- or 12-hour shifts)
- CCMA or similar clinical accreditation
- Strong communication skills, active listening, and empathy
- Proficient in basic technology (Microsoft products)
- Ability or willingness to learn patient engagement and customer service systems (omnichannel)
- Ability or willingness to learn basic Electronic Medical Record (EMR) systems
- Ability to multi-task, work independently, and maintain excellent organizational skills
- Strong professionalism and ability to thrive in a team dynamic
- Ability to read, write, speak, and communicate effectively in English
- Ability to follow written or verbal step-by-step instructions
- Ability to perform required physical tasks (hear, see, sit, stoop, kneel, crouch, reach, lift, push, pull)
What We Do
One to One Health is a Chattanooga-based healthcare provider specializing in relationship-based services for employers. The company operates on-site, near-site, and virtual clinics, offering primary care, urgent care, occupational health, and pharmacy services. Through its innovative 'TextCare' platform, it provides on-demand virtual health services, enhancing accessibility and connection between patients and providers to improve workforce health and productivity.
