Program Operations Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Continuously oversee clinical and operational queues, clinician coverage, customer support channels, and workflows across various virtual healthcare programs.

• Manage and prioritize visit flow according to urgency, clinician availability, service-level expectations, and operational impact.

• Offer real-time operational support to clinicians regarding workflow, scheduling, platform, and process-related inquiries or issues.

• Act as the main overnight contact for customer support operations and handle patient/customer inquiries through designated support channels.

• Address, triage, and escalate customer support and operational issues that necessitate clinical, technical, partner, or leadership involvement.

• Monitor queues and workflows for backlogs, aging requests, coverage gaps, service-level risks, customer experience concerns, technical issues, and emerging operational challenges.

• Troubleshoot operational and technical issues while managing support tickets or escalations until resolution or documented handoff.

• Monitor and triage communications across messaging, email, ticketing, phone, and clinical platforms.

• Support and route requests from patients, clinicians, partners, and internal teams.

• Respond to overnight operational disruptions, workflow changes, coverage concerns, and service delivery issues.

• Maintain documentation of consult status, customer support activities, incidents, escalations, service-level misses, and outstanding tasks.

• Complete operational reporting and provide shift handoffs detailing significant events, unresolved issues, and necessary follow-up actions.

• Apply existing workflows and operating procedures while integrating new processes, programs, tools, and requirements.

⛳️ Requirements

• A minimum of 2 years of experience in healthcare operations, customer service, clinical support, healthcare administration, or a related field.

• Strong organizational abilities and exceptional attention to detail.

• Capability to work swiftly and accurately in a fast-paced environment while managing multiple active priorities, communication channels, and workflows concurrently.

• Excellent written and verbal communication skills.

• Strong problem-solving, troubleshooting, prioritization, and decision-making abilities.

• High level of comfort with technology and the ability to quickly learn, navigate, and operate across various systems and platforms.

• Ability to work independently, exercise sound judgment, and identify when an issue needs escalation.

• Experience with or comfort in using EMRs, ticketing systems like Jira, communication tools such as Slack, and other web-based operational platforms.

• Ability to reliably adhere to the assigned overnight schedule.

• Willingness to attend required daytime onboarding, training, staff meetings, and other scheduled operational sessions.

• A college degree is not mandatory if sufficient relevant experience is present.

• Candidates with significant help desk, service desk, technical support, or similar troubleshooting experience may be considered even with less direct healthcare operations experience.

🏝️ Benefits

• 6-12 month temporary position with the possibility of extension or becoming permanent.

• W2 employment.