Teladoc Health
Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
The Member Advocate plays a crucial role in a cross-functional clinical team, consisting of both clinical and support staff, to deliver the Expert Medical Opinion. They ensure the effective utilization of diverse internal and external healthcare resources to enhance health outcomes. The Member Advocate is responsible for supporting and interacting with members requesting a virtual second medical opinion, with a focus on maintaining the highest clinical quality and ensuring member and client satisfaction.
Qualifications Required for Position: 5 years recent clinical experience in the acute care setting Active U.S. Nurse License (R.N.); BSN preferred Strong clinical knowledge base Quality driven with a focus on flawless customer service Proficiency using technology and software including Microsoft Word and Outlook Ability to understand and learn CRM and case management systems Ability to work independently and recognize when escalation is warranted Strong organizational skills: ability to multitask and manage competing priorities. Outstanding team player and strong interpersonal skills Qualifications Preferred for Position: Med-surg background preferred Bilingual-Spanish Speaking a plus
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Case management Serve as the case manager of the expert medical opinion case. Work collaboratively with clinical and case management team members. Ensure accurate case documentation. Conduct ongoing clinical review of case documents to identify relevant medical data to be collected. Provide clear, concise communication to members, internal and external partners. Obtain a comprehensive health history by leading members through a systematic and dynamic intake assessment to capture all relevant data about their current condition and health history. Set appropriate member expectations. Provide meaningful updates with members throughout the life of their case. Provide clinical member support as needed. Utilize the company’s proprietary database to help connect members to Teladoc Health and external physicians, and complete referrals where appropriate, both internal and external. Use clinical judgment in the review of complex medical issues to ensure accuracy of clinical summaries and expert reports. Provide clinical support and guidance to support staff regarding case-related inquiries. Accountable for meeting service standards and business objectives. Expected to work a flexible schedule with potential for evening or weekend commitments. Support additional projects as needed
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