Overview:

At Groups, the Operations Coordinator has a vital role in ensuring smooth day-to-day operations for our offices and members. They will work closely with local leadership to provide support to the clinical and medical teams. The OperationsCoordinator will organize group schedules, and coordinate communication between members and other staff on their care team as well as cross-functional partners. This role will be responsible for maintaining member records within an EMR, managing appointment schedules, and assisting members with any concerns or questions regarding but not limited to, prescriptions, scheduling, and community resources. The Operations Coordinator will also interact with members in a group setting. The Operations Coordinator reports to an Associate Operations Supervisor, an Operations Supervisor, or the Operations Director, depending on the state.

Responsibilities:

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Maintain a professional and organized office appearance

Welcome all visitors and members entering the office

Deliver outstanding customer service to members, visitors, and community stakeholders through in-person interactions, phone calls, or video conferencing

Supports members of the care team with engaging members in services 

Troubleshoot member issues related to their treatment, including but not limited to scheduling, pharmacy concerns, prescription issues, care coordination

Act within the scope of authority granted, ensuring adherence to regulatory requirements and professional standards

Manage office phone calls, respond to member texts and voicemails, and address emails promptly

Assist counselors in managing member flow during in-person or virtual group meetings, including check-in/out, payment collection, and collection/interpretation of drug screens

Conduct engagement outreach to members

Assist members in finding resources within the community

Support members with care coordination needs, included, but not limited to, connecting with other local community resources

Collaborate with medical providers to coordinate schedules and address member needs

Update and maintain accurate member demographics and appointment information within the EMR

Electronically request, send, file member forms and handle in-person form processing when required, including but not limited to Releases of Information and Care Coordination documents 

Coordinate the processing of prior authorizations

Act as a liaison between members and local pharmacies to ensure seamless access to medication

Ensure the availability of Urine Drug Screen supplies within the office and coordinate shipping to members when necessary

Coordinate medication counts and document the requests and outcomes

Complete Health & Safety tasks, including, but not limited to: Emergency Drill Simulations, maintaining logs, and coordinate fire extinguisher  inspections monthly 

Run and assist in monitoring the PDMP for state compliance and adherence to group policies and Procedures 

Maintain a caseload of 150-200 members

Other Duties and Responsibilities:

Proactively engage in community outreach activities

Distribute brochures, flyers, and written materials to community stakeholders

Other duties as assigned

Qualifications:

Knowledge, Skills, and Abilities:

Ability to manage and prioritize tasks efficiently and optimize productivity

Proficient in managing multiple tasks

Strong attention to detail and ability to manage confidential and highly sensitive information

Strong written and verbal communication skills

Ability to effectively convey information to care team members, group members, cross-functional partners, and stakeholders

Adaptability by being flexible to change, willing to learn new tools and processes, and handle unexpected situations well

Ability to problem solve independently and as part of a team

Exceptional customer service skills

Familiarity with Google Docs, Sheets, Drive, Email and ability to troubleshoot minor technological challenges

Ability to use discretion and work independently under general supervision

Ability to understand and adhere to the Professional Code of Conduct

Qualifications & Requirements:

Highschool diploma required

2 years of relevant experience preferred

Healthcare, retail, administration, or hospitality experience preferred

Ability to work evenings

Experience working with Electronic Medical Record (EMR) systems 

Access to reliable internet and telephone services, specifically 50M download and 10M upload package or higher as well as a strong WiFi signal if working from a remote location

Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening.  Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, and CPR/Basic First Aid