Teladoc Health · United States
Join the team leading the next evolution of virtual care. At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.
About the Role
The Consult Support Specialist (CSS) responsibilities include real-time monitoring of multiple dashboards and act on daily strategies to address member and provider escalations that may exist across multiple states, systems, and product lines.
Responsibilities
Review, analyze and research various data points that could impact department KPIs and take corrective action to resolve the situation.
Assess circumstances relevant to KPIs and provide direction to internal and external stakeholders in real time and with 4 hours look ahead.
Identify and document daily trends and communicate to key stakeholders.
Acquire full knowledge and understanding of various products/proprietary systems to serve as a subject matter expert to assist with processes across product lines.
Provide detailed documentation, adequate end of shift notes, accurate information in assigned logs to ensure seamless communication within the department.
Build and maintain a professional rapport with network providers to offer real-time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.
Act as a resource for the members by assisting them with consult inquiries and support member to provider interactions.
Acts as liaison between IT and Operations to establish and maintain strong exchange of information on any technical or system issues.
Maintain confidentiality of issues and complies with all applicable regulations (i.e., HIPAA).
Provide a quality-driven experience for members and providers.