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Telehealth Service Coordinator at Guidelight Health, Remote

As the Telehealth Service Coordinator, you will be a key contributor to the seamless multi-state delivery of Guidelight Health’s Virtual Programming and other telehealth services, ensuring every client receives exceptional support. You will serve as one of the first points of contact for clients entering virtual programs, providing guidance, assistance, and information as needed. In this role, you act as a vital link between clinical, operational, and administrative teams, supporting high-quality, compliant, and efficient virtual care experiences

Responsibilities: 

Patient Education & Support

• Ensure clients have the necessary technology and knowledge to participate in virtual services successfully.
• Welcome and orient clients to Guidelight’s virtual programs, covering administrative and technological readiness and program expectations.
• Serve as a point of contact for day-to-day administrative, case management or operational issues in virtual care delivery.

Scheduling & Communications

• Schedule appointments and coordinate with clinical staff to ensure smooth transitions between sessions.
• Manage incoming calls and web inquiries, providing accurate information and directing clients to the appropriate staff, as needed.

Records Coordination

• Assist clients and providers with sending prior medical records and uploading them into the EHR.
• Track and maintain missing documentation to ensure completeness and compliance.
• Support the virtual clinic with admission, assessment and attendance related documentation and client coordination.

Technical Support

• Troubleshoot basic technical issues and escalate to IT or platform support as needed.
• Serve as a primary contact for clients experiencing technical challenges in maintaining or initiating access during virtual clinic programming.

Systems & Process Management

• Track and maintain detailed records of patient interactions, referrals, and intake assessments in Guidelight’s CRM and EMR.
• Verify insurance information and assist with billing inquiries as needed.
• Collaborate with clinical staff to address patient needs in a timely and empathetic manner.

Care Management

• As needed, conduct screening assessments to obtain initial information from the patient to aid therapists in evaluating client clinical fit.
• As needed, support discharge planning and post-care follow up processes.
• Adhere to all company policies and procedures, including HIPAA and confidentiality standards.

Core Competencies:

• Detail-Oriented: Accurate and thorough in scheduling, documentation, and follow-up.
• Adaptable: Flexible and responsive to changing priorities and program needs.
• Proactive: Anticipates challenges and develops solutions before issues arise.
• Collaborative: Builds strong working relationships across teams.
• Tech-Savvy: Quickly learns and navigates multiple systems and platforms

Required Qualifications: 

• Bachelor’s degree.
• 2–3 years of experience in a healthcare or customer service setting.
• Comfortable navigating multiple platforms (e.g., CRM, EMR) and intermediate computer proficiency.
• Strong organizational, multitasking, and time-management skills in a fast-paced environment.
• Exceptional interpersonal and communication skills, with the ability to handle patient concerns professionally and empathetically
• Commitment to diversity, equity, and inclusion in a culturally competent work environment.

Preferred Qualifications:

• Background in behavioral health or virtual care management
• Knowledge of mental health terminology and procedures.