Virtual Care Management Engagement Specialist - Cardiac RMS LLC

Job Title: Virtual Care Management (VCM) Engagement Specialist

Reports To: Director of Operations and Analytics

Type: Full-time

FLSA Status: Non-Exempt 

Location: Hybrid Remote and On-site Washington Heights, Manhattan, NY

Bilingual REQUIRED

Job Summary

The VCM Engagement Specialist is responsible for advising and guiding patients through the VCM enrollment process on-site at the provider’s office. Our VCM programs may include, but are not limited to, providing patients with remotely connected devices, such as scales and blood pressure monitors.  Our technicians review their transmitted data regularly to monitor various health conditions, such as potential organ failure. This position will entail assessing a patient's eligibility and completing the enrollment process. The enrollment specialist will be responsible for assessing applications, handling documentation, collecting information, entering data, and providing customer service. To be successful as an enrollment specialist you should be able to assess the eligibility of candidates for specific programs, make recommendations and maintain meticulous records. An outstanding candidate will demonstrate exceptional communication skills and have a high standard of accuracy. The VCM Engagement Specialist must be able to demonstrate the ability to work both independently and work in a manner consistent with the CRMS mission to provide excellence in remote medical care. 

Duties/Responsibilities:

•       Handling questions, issues and providing detailed information on requirements, processes, and policies.

•       Collecting information and qualifying patients for VCM services

•       Ensuring that orders are completed correctly and that the required supporting materials have been provided

•       Entering, updating and reviewing patient profiles and records

•       Managing equipment ordering and provisioning

•       Corresponding with patients and caregivers

•       Providing patient/caregiver education on equipment and software 

•       Processing enrollments and dis-enrollments

•       Assisting with billing questions

•       Conducting VCM information sessions for providers and staff

•       Reporting enrollment success metrics and urgent issues to leadership team

•       Maintaining knowledge of new developments in device technology that may enhance the adoption of patient monitoring

•       Resolving other issues appropriate to position

•       Contributing to company oversight and information security functions as outlined in the employee handbook under ‘Remote Employee HIPAA Guidelines’

•       May be required to perform other duties as assigned

Required Experience, Qualifications and Skills

•       Bilingual in Spanish/English required

•       High school diploma or equivalent required

•       Degree preferred

•       Virtual Care Management and/or medical experience a plus but not necessary

•       Strong patient communication and education skills

•       Excellent phone and in-person demeanor

•       Self-Starter and capable of working independently

•       Must be patient, empathetic, reliable, and flexible

•       Strong interpersonal and writing/communication skills

•       Excellent documentation/reporting skills

•       Excellent computer skills with deep knowledge of Microsoft apps (Outlook, Teams, Excel, etc.)

•       Experience with EMRs (eCW, Epic, and NextGen)

•       Able to juggle multiple tasks at the same time

•       Demonstrate professionalism in all interactions to create a positive experience 

•       Adhere to the Cardiac RMS policy

•       Exude confidence and positive image

•       Understanding of all HIPAA regulations and the need to strictly adhere to them

Physical Requirements:

•       Office work with prolonged periods sitting at a desk and working on a computer.

•       Viewing monitors for long periods of time, which may cause eye strain.

•       Freedom to get up and move from workspace area as needed.

•       Ability to use various office equipment such as copiers, fax machines, phones. 

We are an Equal Opportunity Employer and value diversity at our company. We do not discriminate on the basis of race, religion, gender identity or expression, color, national origin, sexual orientation, age, or any other characteristic protected by law.