Telehealth Operations Specialist

Job Description

Telehealth Operations Specialist | GoTo Telemed

The Tone:
This is an early career position at GoTo Telemed, a nationwide telehealth enterprise dedicated to expanding access to high-quality remote care. The company is pioneering a decentralized, digital-first approach to healthcare through its rapidly expanding virtual clinics. This entry-level role is crucial for managing the virtual front lines of patient care, ensuring smooth operations and exceptional patient experiences by handling operational tasks across various digital platforms. GoTo Telemed provides comprehensive, paid internal training upon hire, equipping new team members from all backgrounds with the necessary skills in telehealth operations, medical and dental terminology, and digital care coordination.

The TL;DR
• Role: Early Career
• Location: Remote
• Mission: Owns the day-to-day operational support for virtual clinics, connecting patients to providers and resolving administrative inquiries.
• Tech Stack: secure chat, live video calls, audio calls, store-and-forward (asynchronous) platforms, video conferencing tools

What You’ll Actually Do
• Patient Engagement: Engage directly with patients across multiple digital modalities, including secure chat, live video calls, audio calls, and store-and-forward platforms, facilitating their remote care journey.
• Care Coordination: Analyze incoming patient conversations and requests to efficiently resolve administrative inquiries independently and accurately route clinical questions to licensed providers like Physicians, DDS, or NPs.
• Protocol Guidance: Deliver standardized, administrative pre-operative and post-operative guidelines strictly adhering to the established GoTo Telemed protocols, under the guidance of the clinical team.
• Remote Monitoring: Assist with the administrative aspects of remote medical monitoring, including tracking patient data submissions, ensuring record completeness, and escalating any system flags to supervising medical professionals.
• Clinic Operations: Independently manage day-to-day telehealth clinic operations, connecting patients to providers in virtual waiting rooms, troubleshooting basic tech issues, and overseeing scheduling flows.
• Interdisciplinary Support: Collaborate seamlessly with Doctors, Dentists, and Nurse Practitioners within the network, providing assistance with patient communication and documentation as needed.

The Must-Haves
• Background: Bachelor’s or Associate’s degree in any field, such as Healthcare, Business, Arts, or Sciences. This is an early career position, and new graduates are highly encouraged to apply.
• Experience: No prior medical experience is required for this role, as GoTo Telemed provides complete internal training on telehealth terminologies and operational protocols.
• Skills: Possess exceptional written and verbal communication skills; demonstrate high digital literacy and comfort navigating multiple software interfaces, video conferencing tools, and secure chat platforms simultaneously.
• Bonus: Exhibit high empathy, strong attention to detail, and the ability to remain calm and professional in a fast-paced virtual environment.