Operations Coordinator

At Groups, the Operations Coordinator has a vital role in ensuring smooth day-to-day operations for our offices and members. They will work closely with local leadership to provide support to the clinical and medical teams. The OperationsCoordinator will organize group schedules, and coordinate communication between members and other staff on their care team as well as cross-functional partners. This role will be responsible for maintaining member records within an EMR, managing appointment schedules, and assisting members with any concerns or questions regarding but not limited to, prescriptions, scheduling, and community resources. The Operations Coordinator will also interact with members in a group setting. The Operations Coordinator reports to an Associate Operations Supervisor, an Operations Supervisor, or the Operations Director, depending on the state.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Maintain a professional and organized office appearance
• Welcome all visitors and members entering the office
• Deliver outstanding customer service to members, visitors, and community stakeholders through in-person interactions, phone calls, or video conferencing
• Supports members of the care team with engaging members in services 
• Troubleshoot member issues related to their treatment, including but not limited to scheduling, pharmacy concerns, prescription issues, care coordination
• Act within the scope of authority granted, ensuring adherence to regulatory requirements and professional standards
• Manage office phone calls, respond to member texts and voicemails, and address emails promptly
• Assist counselors in managing member flow during in-person or virtual group meetings, including check-in/out, payment collection, and collection/interpretation of drug screens
• Conduct engagement outreach to members
• Assist members in finding resources within the community
• Support members with care coordination needs, included, but not limited to, connecting with other local community resources
• Collaborate with medical providers to coordinate schedules and address member needs
• Update and maintain accurate member demographics and appointment information within the EMR
• Electronically request, send, file member forms and handle in-person form processing when required, including but not limited to Releases of Information and Care Coordination documents 
• Coordinate the processing of prior authorizations
• Act as a liaison between members and local pharmacies to ensure seamless access to medication
• Ensure the availability of Urine Drug Screen supplies within the office and coordinate shipping to members when necessary
• Coordinate medication counts and document the requests and outcomes
• Complete Health & Safety tasks, including, but not limited to: Emergency Drill Simulations, maintaining logs, and coordinate fire extinguisher  inspections monthly 
• Run and assist in monitoring the PDMP for state compliance and adherence to group policies and Procedures 
• Maintain a caseload of 150-200 members

Other Duties and Responsibilities:

• Proactively engage in community outreach activities
• Distribute brochures, flyers, and written materials to community stakeholders
• Other duties as assigned

Knowledge, Skills, and Abilities:

• Ability to manage and prioritize tasks efficiently and optimize productivity
• Proficient in managing multiple tasks
• Strong attention to detail and ability to manage confidential and highly sensitive information
• Strong written and verbal communication skills
• Ability to effectively convey information to care team members, group members, cross-functional partners, and stakeholders
• Adaptability by being flexible to change, willing to learn new tools and processes, and handle unexpected situations well
• Ability to problem solve independently and as part of a team
• Exceptional customer service skills
• Familiarity with Google Docs, Sheets, Drive, Email and ability to troubleshoot minor technological challenges
• Ability to use discretion and work independently under general supervision
• Ability to understand and adhere to the Professional Code of Conduct

Qualifications & Requirements:

• Highschool diploma required
• 2 years of relevant experience preferred
• Healthcare, retail, administration, or hospitality experience preferred
• Ability to work evenings
• Experience working with Electronic Medical Record (EMR) systems 
• Access to reliable internet and telephone services, specifically 50M download and 10M upload package or higher as well as a strong WiFi signal if working from a remote location
• Must meet pre-employment requirements and maintain all applicable state and job-related guidelines for background screening.  Depending on state-specific requirements, this may include fingerprinting, drug testing, health screening, and CPR/Basic First Aid