ABOUT TELEMED2U

At TeleMed2U, we believe that time is the most valuable resource in healthcare— whether it is time to diagnosis, time to treatment, or time to better health. That is why, since our founding in 2011, we have been dedicated to increasing access to care across 20 medical and behavioral health specialties nationwide. By breaking down traditional barriers to specialty care, TeleMed2U has become a leading technology-enabled healthcare services company, delivering high-quality, convenient, and easy-to-access virtual healthcare solutions. Our integrated approach to chronic disease management empowers both patients and providers, improving health outcomes through seamless care coordination. With a focus on patient-centered innovation, provider collaboration, and data-driven care delivery, TeleMed2U is redefining specialty care—making it faster, simpler, and more accessible for all.

PATIENT ENGAGEMENT & EXPERIENCE

Company: TeleMed2U
Location: Austin, TX or Remote
Reports To: Operations Manager
Direct Report(s): N/A
Classification: Regular Full-Time, Non-Exempt

QUALIFICATIONS

• Skills
  o Bilingual (English/Spanish) a plus
  o Knowledge of medical terminology preferred
  o Excellent customer service
  o Friendly, supportive attitude
  o Able to help patients with tech (joining visits, texting)
  o Fast and responsive
  o Organized with follow-ups
  o Clear communication

o Able to manage real-time messages professionally

• Experience

o Care Coordinator I:
§ Prior experience in patient engagement, healthcare communication, or customer service in a medical setting preferred
§ Previous experience utilizing an EMR/EHR a plus
§ Telemedicine experience a plus
o Care Coordinator II:
§ Care Coordinator I requirements
§ Minimum 12 months experience at TeleMed2U or equivalent
§ Proficient on all areas of the EMR/EHR and can navigate seamlessly and complete most if not all functions
§ Demonstrates cross functional aptitude across most areas of the division
o Care Coordinator III:
§ Care Coordinator I & II requirements
§ Minimum 24 months of experience at TeleMed2U or equivalent

§ Expert in all systems, tools, and EMR/EHR functionality, as applicable

• Education

o High school diploma or GED required

PHYSICAL REQUIREMENTS

• Prolonged periods of desk work and computer usage.
• Ability to lift up to 15 pounds.
  TeleMed2U is an equal opportunity employer, committed to a diverse and inclusive workplace free from discrimination, and complies with all applicable federal, state, and local laws. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity, gender expression, marital status, veteran status, criminal history, or any other status protected by law. All employment decisions are based on merit, business needs, and individual qualifications. TeleMed2U ensures equal pay for equal work in compliance with the Equal Pay Act and other applicable state laws, including Oregon and California. Employees are eligible for job-protected leave under the California Family Rights Act (CFRA) and other state-specific family and medical leave laws. This position complies with federal and state minimum wage laws and offers a competitive wage based on experience. TeleMed2U provides reasonable accommodations for qualified individuals with disabilities and for pregnant employees as required by state and federal law. Employees are covered by workers’ compensation insurance for job-related injuries.

ABOUT THE ROLE

The Care Coordinator for Patient Engagement & Experience focuses on ensuring seamless virtual visit experiences, collecting and responding to patient feedback, and supporting effective communication before and after visits. This role is essential to fostering patient satisfaction and promoting a consistent, supportive experience across all touchpoints.

KEY RESPONSIBILITIES

• Care Coordinator I:
  o Assist patients with logging in and connecting to virtual visits
  o Conduct virtual patient intake, when required
  o Collect, document, and route patient feedback to the appropriate teams
  o Monitor visit timing and no-show percentage
  o Send post-visit satisfaction surveys and track responses
  o Use SimpleChime to send appointment links, visit reminders, and patient instructions
  o Ensure all follow-up tasks and provider orders are accurately entered and tracked in AdvancedMD
  o Coordinate interpreter scheduling for CalOptima and other payer-specific requests
  o Promote and implement standardized patient communication templates and messaging

o Other duties as assigned

• Care Coordinator II:

o All Care Coordinator I responsibilities
o Serve as a liaison for training new team members

o Assist with problem solving and resolving patient concerns

• Care Coordinator III:

o All Care Coordinator I & II responsibilities
o Leads and is accountable for new team member training and development for 30-, 60-, & 90-day expectations
o Support Clinical Operations Managers and Directors in various responsibilities
o Serves as a team lead to disseminate updates on a routine basis.
o Foster overall team productivity
o Set team goals for daily, weekly, & monthly objectives