Lead Care Coordinator (Remote)
Care Coordination /
Full Time /
About the Role:
Ophelia is looking to hire an experienced Care Coordinator to join our early-stage, fast-growing team based in New York City.
The Lead Care Coordinator will provide core support to Ophelia's patient operations team to help optimize for provider and patient satisfaction. This role will work under the supervision of the Director of Patient Operations to provide day-to-day support to patients, directly engage with Ophelia patients to ensure high satisfaction, and manage data to ensure that our systems run properly. In short, the Care Coordinator will help both clinicians and patients have a great experience at Ophelia.
As an early and core member of our team, the Lead Care Coordinator will be integral to the growth and success of Ophelia, and will have great potential for mobility as we expand across states, and soon, the whole country.
Key Responsibilities
- Directly engage with Ophelia patients to guide and help them however needed. The Care Coordination team shepherds patients through their journeys, and the Lead Care Coordinator will be at the head of that effort.
- Reengage patients who may have fallen out of contact: our goal is to ensure that all of our members can stay in care, and that no one is left behind!
- Complete consultation calls with prospective Ophelia patients who are interested in getting started with our program
- Resolve issues related to prescriptions and insurance/pharmacy authorizations
- Manage daily calendars and scheduling operations
- Assist the Care Coordination team in deescalating emergent patient issues or frustrations
- Manage the statuses and sub-statuses of our full patient panel with our Care Coordination team
- Manage administrative panel reviews with our Clinical Operations team
- Facilitate internal and external care transfers
- Under the supervision of the Director of Patient Operations, ensure that we are matching our clinical supply with patient demand; we are here to save lives by making sure anyone can get started as quickly as possible.
Skills & Competencies
- Clinical experience is not required, but you should have at least 2+ years experience in patient or customer support (ideally at a consumer-focused healthcare company)
- Experience designing, implementing and measuring patient or customer support processes
- Experience hiring and managing patient or customer care teams
- A great written and verbal communicator, comfortable calling patients and clinicians
- An excellent record-keeper and well-versed in support tools & software
- Able to thrive in a fast-paced startup environment
- Able to demonstrate experience providing outstanding customer service via phone, email, and face-to-face video
- Passionate about the future of mental health and addiction treatment
Interested in learning more about Ophelia and this role? Apply below!
