Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.
The Opportunity
The (Alert Response) Expert Coach is responsible for providing real-time response for the wirelessly enabled monitoring device on a 24/7/365 basis. Additionally, coaching and education is to drive behavior changes that positively impact clinical outcomes and overall health status within the member’s program and beyond, foster and develop positive relationships with members, provide an excellent member experience.
Responsibilities
Provide real time response and support for wirelessly enabled monitoring devices. Focus on serving members efficiently and effectively to achieve the best outcomes possible.
Refer members for support and education for other conditions as needed based on clinical care guidelines including the ADA Standards of Medical Care in Diabetes, AHA Hypertension Clinical
Guidelines and CDC DPP Lifestyle Management guidelines.
Actively engage with members via a variety of communication tools including telephone, email and text to provide coaching, feedback and support. Additionally, coach may also answer questions, share resources, and hold clients accountable to their goals.
Support Sales team in telephonic and app sales demonstrations as needed.
Attend meetings and training online and /or in person when expected.
Remain current on all coaching and compliance training; updated on all internal changes.
Follow best scheduling practices to meet appropriate coaching utilization and meet member needs.
Maintains compliance with Federal, State and local regulations pertaining to training, FDA Quality
System Regulation (cGMP), ISO 13485, Canadian Medical Device Regulation (CMDR), In Vitro
Diagnostic Directive (IVDD), and Medical Device Directive (MDD) and HIPAA.
May have up to 10% of time allocated to project, or cross-functional responsibilities as needed by the business and approved by direct supervisor.
Candidate Profile
Bachelor’s Degree or relevant Certifications and years of experience working with chronic conditions
Assumes responsibility for professional development and continuing education to maintain knowledge and skills.
Possess excellent written and verbal communication skills.
Ability to communicate with members empathetically and according to the Teladoc culture.
Ability to establish rapid member rapport via telephonic and written interactions.
Documents consistently and to the standards set by Teladoc Health using EMR.
Empowers members to be able to effectively self-manage their own condition.
Conveys enthusiasm and positive energy during member interactions.
Ability to work autonomously in a responsible, efficient manner.
Possess exceptional time management and organizational skills.
Passionate about changing people’s lives and willing to go the extra mile to help members be successful.
Customer Service skills and experience.
Display confidence, assertiveness and flexibility. Must be a self-starter.
Creative, dedicated and relentless in helping members achieve their goals.
Adaptable, innovative, and embraces teamwork and change.
Comfortable with and interested in technology including but not limited to MS word, Excel, PowerPoint, Outlook 365, Microsoft Teams, Zoom, GoTo, Webex, Learning and employee engagement platforms etc.
Spanish (bi-lingual) preferred
Work Environment
Work remotely from home within 48 continental US states.
Domestic travel required 2-4 times per year to attend meetings and conferences.
Sitting and viewing a computer screen for long periods of time is essential.
Fast paced as we are constantly innovating and iterating to the business needs; flexibility and adaptability are essential qualities.
Schedule will be considered “FLEX”
Understand that most hours available or assigned are going to be in high demand times: primarily weekends, evenings/nights, and holidays to cover requested time off.
The Full-time, Flexible coach schedule will have two weekdays off each week and may designate 2 weekend days per month as “unavailable” designated prior to quarter beginning as approved by Coach Schedule to balance schedule coverage needs.
The Full-time, Flexible coach will be available Days or Evenings, Friday, Saturday, Sunday including some Holidays. Overnights will occasionally be open, as well, if coach is available/willing.
Coach can expect a minimum of 30 hours and maximum of 40 hours each week, with the understanding of 30-40 hours on average. Overtime is sometimes available, and the team works together to cover it voluntarily.
Hours will vary weekly based on business need.
Coach will work primarily weekends, day or evenings as needed each week.
The base salary range for this position is $21-27/hourly. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2023. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.