Description
Floating Care Coordinator
Location: Fully Remote
Type: Full-Time, Benefited (90-day probationary period)
Schedule: Tuesday – Saturday, 7:00 AM – 4:00 PM PST / 10:00 AM – 7:00 PM EST (Must be flexible to support nights/weekends across time zones as clinic needs arise)
Compensation: $40,000 - $50,000 annually
About Visana Health
Visana Health is a virtual women’s health clinic delivering comprehensive clinical care and holistic support. We are redesigning women’s healthcare by bringing a patient-centered human touch to complex conditions such as endometriosis, PCOS, uterine fibroids, heavy menstrual bleeding, and menopause.
Even if you do not check every box, we encourage you to apply—we actively value diversity in our hiring process.
About the Job
The Floating Care Coordinator serves as both an operational anchor and an agile clinical support resource. While the Practice Manager focuses on high-level operational improvements, this hybrid role drives tactical execution—managing day-to-day clinic workflows, reporting, and staff coordination—while actively "floating" into direct Care Coordinator duties to provide surge capacity, backfill PTO/sick leave, and eliminate bottleneck tasks in real time.
This role bridges leadership and frontline care, ensuring seamless, high-quality experiences for both patients and providers.
Key Responsibilities
1. Floating Care Coordination & Surge Clinical Support
- Dynamic Float Support: Seamlessly step into the frontline Care Coordinator workflow during peak volume, unexpected surges, sick calls, or planned absences to maintain clinic continuity.
- Patient Navigation & Task Resolution: Perform essential administrative and clinical coordination duties as needed, including scheduling visits, submitting lab/imaging orders, managing prior authorizations, coordinating pharmacy calls, processing referrals, updating electronic health records, and collecting payments.
- Direct Member Outreach: Conduct empathetic, proactive patient communication via phone, video, chat, email, and portal messages to close care gaps and address follow-ups.
- Real-Time Clinical Troubleshooting: Support patients and providers in real time to resolve pharmacy rejections, imaging delays, or telemedicine connectivity hurdles.
2. Clinic Operations & Staffing Execution
- Coverage & Roster Management: Oversee daily staffing rosters for clinical and administrative team members; handle sick calls, shift coverage, and reallocate workload so no queues fall behind.
- Standard Operating Procedures (SOPs): Maintain and update internal how-to guides, workflow checklists, and onboarding materials to ensure operational alignment.
- Meeting & Action Tracking: Partner with the Practice Managers to coordinate cross-functional team meetings, build agendas, and track action items to completion.
3. EMR Administration, Data & Performance Tracking
- EMR Super-User (AthenaOne): Serve as a subject matter expert in AthenaOne, handling provider training, building recurring reports, auditing charts for completeness, and managing insurance updates to prevent billing delays.
- First-Level Technical Support: Provide initial troubleshooting to clinicians and staff to resolve virtual visit, portal, and software issues.
- Quality & KPI Monitoring: Review weekly patient experience dashboards to identify delays or operational bottlenecks; coach Care Coordinators on targeted workflow improvements.
- Escalation Point of Contact: Serve as the primary escalation point for complex patient complaints, survey follow-ups, or clinical partner inquiries (imaging, pharmacies), escalating to the Practice Manager or Director of Operations when appropriate.
4. Compliance & Quality Assurance
- Regulatory Adherence: Enforce strict adherence to HIPAA guidelines, patient privacy standards, and internal risk mitigation protocols.
- Chart Administration: Review encounter documentation timeliness and verify that chart tasks are completed accurately to satisfy regulatory and billing requirements.
Requirements
Qualifications
- Licensure/Certification: Active Medical Assistant (CMA/RMA) certification is required.
- Experience:
- 2–3 years of healthcare administration or clinical coordination experience, ideally in a virtual/telehealth, hybrid, or women’s health environment.
- Previous experience managing, scheduling, or leading frontline clinical staff preferred.
- Technical Skills:
- High proficiency with AthenaOne EMR (or demonstrated super-user capability across similar enterprise EMR systems).
- Experience with CoverMyMeds and prior authorization platforms required.
- Core Competencies:
- Exceptional multitasking agility—comfortable switching between operational management and direct patient-facing tasks.
- Systems-oriented problem solver who thrives in a fast-moving, remote healthcare setting.
- Education: Bachelor’s degree in Healthcare Administration, Business Administration, or a related field (or equivalent operational experience) preferred.
Benefits & Details
- Fully remote work model
- Comprehensive medical, dental, and vision insurance
- HSA & FSA options
- 401(k) program
- PTO
- Wellness perks (including Wellhub and Talkspace)
- Comprehensive HIPAA, privacy, and clinical systems training
