Recuro Health - Virtual Primary Care (VPC) Engagement Specialist

Recuro Health

ABOUT THE JOB

Recuro is a leading virtual-first care delivery company offering a personalized, holistic, and proactive approach to healthcare. Recuro provides seamless access to various virtual care services, including primary and urgent care, behavioral health, at-home lab testing, and genomics testing. Additionally, Recuro provides a comprehensive suite of supplemental benefits, integrated prescriptions, care management, and care navigation, all available on a unified platform. For more information, visit www.recurohealth.com

POSITION SUMMARY

The Virtual Primary Care (VPC) Engagement Specialist is an opportunity to use customer experience and management of growth opportunities to improve healthcare for people across the nation. Virtual Primary Care is one of Recuro’s core virtual care offerings. The VPC Engagement Specialist will be the contact point for the Member Services team and provide support to physicians and providers in Recuro’s network, with primary focus on assisting VPC members and providers to ensure a successful consultation workflow. Through strong relationship building this position will communicate regularly with providers and Recuro members; address issues and concerns regarding consult assignment and scheduling, platform issues and ensure successful completion of all VPC consultations. The VPC Engagement Specialist will communicate on a regular basis with all team members to ensure work volume is managed and assistance is provided when needed. This position will directly report to the Clinical Director of Operations.

This position is virtually based (home office). Role is also open to hybrid (home office & on-site at our Minneapolis, MN or College Station, TX office)

CORE RESPONSIBILITIES

• Engage with members and Recuro providers to support coordination of care, care plan compliance, and pre and post-visit planning in a virtual health environment
• Prepare and report on quality metrics and feedback related to VPC services and provider coverage
• Serve as the point of contact for VPC referrals
• Assists with reporting of patient results and coordination of care related to a positive test result
• Communicate on a timely basis with management, team members, and others who need to know or be involved
• Monitor and troubleshoot all VPC consults – scheduling, reminders, consult completion, troubleshooting, fulfilling physician orders
• Address all Recuro system-related issues from VPC providers
• Provide on-call support as needed
• Comply with all applicable federal and state regulations (e.g., HIPAA)
• Perform other duties as assigned
• Adheres to all policies and procedures

PRIMARY RESPONSIBILITIES

• Provide backup support to the Member Services Team in taking patient phone calls (typically related to appointment scheduling)
• Support reporting of clinical outcomes and metrics to Clinical Services Leadership
• Serve as a Subject Matter Advisor on Recuro’s clinical applications and workflows

EDUCATION

• Associate degree or Higher
• Registered Medical Assistant, Certified Medical Assistant, or other medical degree

EXPERIENCE

• 3+ years in healthcare field (as a Medical Assistant, preferred)
• Care coordination (ex. Referrals, appointment scheduling, prescription management, communicating positive results)
• Virtual health or other virtual services (desired)
• Customer service-related roles or responsibilities
• Proficiency in Microsoft Office Suite, Adobe

QUALIFICATION REQUIREMENTS

• Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills
• Fluency in English
• Teamwork – ability to interact collaboratively with others
• Knowledge of basic healthcare terminology
• Great attention to detail as it relates to processes and procedures, strong organizational and time management skills
• Must be able to handle multiple tasks at the same time without errors and mistakes in a fast-paced environment
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Shares complete and accurate information, maintains confidentiality, and meets commitments.
• Displays energy and enthusiasm in approaching the job, commits to putting in the extra effort; takes action to influence events in a positive way, desire to grow and learn.

Successful applicants must be eligible to work in the US (visa sponsorship is not provided at this time) and must be able to pass a pre-employment background test. Recuro Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.