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About Teladoc Health Canada

Teladoc Health leads the global virtual care industry by delivering extensive virtual healthcare services including primary care, mental health, expert medical consultations, device support, and licensed platform services. Operating in over 175 countries and serving more than 9 million Canadians, Teladoc Health has a 20-year presence in Canada, partnering with major insurers, employers, and health systems to confidently address healthcare needs worldwide.

Position Overview

The Case Coordinator plays a key role in ensuring smooth case advancement, delivering outstanding service quality, and enhancing member experiences across diverse service streams. Working closely with case managers and clinical teams, the Coordinator manages scheduling, medical records, documentation, and communications to support efficient case handling. This multifaceted position may include duties like matching providers, coordinating medical information, and facilitating case progression both internally and externally, offering opportunities for skill development and lateral career growth.

Core Responsibilities

Create and transfer cases collaboratively with case managers and healthcare providers.
Assist members by providing support and conducting necessary follow-ups.
Handle call logs and manage cases using Boost/Salesforce platforms focusing on scheduling, medical record handling, documentation, and communications.
Deliver excellent service to all stakeholders including internal teams, healthcare providers, and members.
Offer administrative support to providers and case managers as needed.
Work alongside clinical teams, especially case managers, to help advance case progress.
Assist in identifying and selecting suitable specialists or third-party providers using internal databases.
Schedule and coordinate calls between members and healthcare providers.
Utilize technology tools to maintain case coordination and ensure accurate record-keeping of all communications.
Manage digital and physical filing systems including records, CDs, and USBs.
Escalate queries or issues related to cases to the responsible case manager.

Additional Duties

Coordinate internal and external medical record collection.
Manage scheduling queues effectively.
Perform eligibility and finance-related tasks.
Maintain timely internal and external communications to uphold client, member, and facility relationships.
Adapt responsibilities according to team and organizational needs.

Qualifications and Experience

3 to 5 years' experience working in fast-paced office environments, preferably hospitals, physician practices, or medical settings.
Post-secondary education strongly desired.
Ability to operate autonomously and collaboratively, with minimal oversight.
Proven ability to meet deadlines and manage multiple priorities.
Familiarity with medical terminology.
Strong organizational talents with capacity to multitask efficiently.
Effective problem-solving skills focused on resolving issues and improving processes.
Excellent verbal, written, and telephone communication skills, capable of clearly conveying information.
Bilingual proficiency in English and Canadian French is advantageous.
Capacity to influence team members for positive outcomes.
Comfortable proposing process improvements to enhance member experience.
Skillful with technology such as Microsoft Word, Excel, Outlook, Teams, Adobe Acrobat; experience with medical imaging software is a plus.
Medical office background is beneficial.

Work Environment and Conditions

Hybrid work setting combining office and remote duties.
Expected annual salary range of $50,000 to $55,000.
Role is a backfill position.
Travel requirements up to 10%, subject to change as per business needs.
Reasonable accommodations will be provided for qualified individuals with disabilities in line with company policies.

Organizational Culture and Opportunities

Contribute to impactful healthcare by supporting millions of Canadians, including those in rural areas, through accessible virtual care at no charge to patients.
Commitment to clinical quality and safety at the forefront of service delivery.
Join a collaborative, engaging community dedicated to transforming healthcare across Canada.
Be part of a rapidly expanding enterprise focused on innovation and improving accessibility in healthcare.
Support diversity and inclusion initiatives valuing individuality and diverse talents reflective of the communities served.

Additional Information

Teladoc Health uses AI-assisted recruitment tools as part of the hiring process; however, all final employment decisions are made by human recruiters. The company is an equal opportunity employer, dedicated to fair employment practices regardless of personal characteristics. Accommodations during recruitment and interviews are available upon request.

Case Coordinator