Operations Coordinator

Recover Together - Richmond, VA

Full-time

Richmond, VA

Professional, Scientific, and Technical Services

About the position

The Operations Coordinator plays a crucial role in ensuring the smooth day-to-day operations of the organization, providing essential support to clinical and medical teams. This position involves organizing schedules, maintaining member records, and facilitating communication between members and staff, as well as managing appointment schedules and addressing member concerns.

Responsibilities

• 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
• Support members of the care team with engaging members in services
• Troubleshoot member issues related to their treatment, including scheduling, pharmacy concerns, and prescription issues
• 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 and payment collection
• Conduct engagement outreach to members
• Assist members in finding resources within the community
• Support members with care coordination needs, connecting with 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
• 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 Emergency Drill Simulations and maintaining logs
• Run and assist in monitoring the PDMP for state compliance and adherence to group policies and procedures
• Maintain a caseload of 150-200 members
• Proactively engage in community outreach activities
• Distribute brochures, flyers, and written materials to community stakeholders
• Other duties as assigned

Requirements

• High school 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

Nice-to-haves

• 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 and willing to learn new tools and processes
• 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