Operations Support Coordinator - Specialty Clinic

SUMMARY

Join Avel's innovative telehealth team as an eCare Operations Specialist. This entry-level role is perfect for a detail-oriented professional who enjoys coordinating projects, supporting clinical operations, working with technology, and helping improve patient care. You'll collaborate with healthcare and government program teams, support rural health clinics, and play a key role in keeping our virtual care services running smoothly.

Make a difference behind the scenes of patient care. The eCare Operations Specialist supports the day-to-day operations of Avel's Specialty Clinic telehealth services by coordinating workflows, managing technology and access needs, assisting with provider onboarding, and supporting rural health clinic partnerships. This role is ideal for someone who thrives in a collaborative environment, enjoys problem-solving, and is passionate about helping healthcare teams succeed.

The eCare Clinical Operations Support Coordinator is responsible for the coordination of the administrative procedures needed to facilitate daily clinical operations of the Avel eCare Specialty Clinic Service Line. This position coordinates operations of the eCare Service Line as outlined below.

General Hours: Monday-Friday (Dayshift) 

Exempt/Nonexempt:  Non-exempt

Department:  Corporate – Clinical 

Hours/FTE: 40 hours per week/1.0 FTE

Reports To:  RN Nursing Supervisor - eCare Specialty Clinic 

ESSENTIAL FUNCTIONS

1. Participates in the development of operational and clinical workflow. Assists and educates hub staff on new implementations. 
2. Works in conjunction with Clinical Informaticist and our Government Operations Analyst to manage paperwork and activities necessary to establish remote access with external EHRs and assist with activation/deactivation of accounts, software upgrades, staff training, etc. 
3. Manages all equipment and connectivity testing, troubleshoot, and issue resolution. This includes filing IT tickets, following up on issues, education of other employees, working with individual site personnel, communicating with IT personnel, etc. 
4. Assists with implementation tasks and go-live events. 
5. Assists with data analysis to determine quality improvement opportunities related to the key performance indicators of the service line.
6. Assists with month-end data compilation and processing. 
7. Coordinates with management of physician scheduling and communication.
8. Assists in development and maintenance of policy and procedure to ensure compliant and efficient workflow. 
9. Coordinates and tracks scheduling of patient visits and on-demand assessment to facilitate efficient workflow. 
10. Receives data and input information into various computer systems, databases, and spreadsheets as directed. Performs duties in an efficient, accurate and timely manner.
11. Manages incoming phones calls from patients, clinical sites, or providers; demonstrating professionalism and excellent customer service.
12. Completes video equipment checks per unit specific guidelines and troubleshoot as necessary.
13. Performs generalized secretarial duties in an accurate and timely manner to include but not limited to: transpose handwritten or verbal communication to a typed format, edits all typing for typos and correct as necessary, makes copies of products as requested, collate, assemble, and distribute information as directed.
14. Performs tasks, as directed by supervisor/director, to assist in efficient operation of the Service Line to include but not limited to supply ordering and equipment maintenance.
15. Assists with internal and external customer service activities, including planning and coordinating events, facilitating communication with service line.

ESSENTIAL QUALIFICATIONS

Must successfully complete and maintain any required federal background investigation, credentialing, and clearance processes as a condition of employment and continued assignment to federally contracted or federally operated programs.

EDUCATION and/or EXPERIENCE

• Associates degree or equivalent from a two-year college or technical school preferred. 
• Two years related experience and/or training preferred.

ABOUT AVEL eCARE

Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with over 650 healthcare systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Care, Senior Care, and School Health, impacting nearly two million patients annually. 

For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care. Join our mission-driven team and help reshape the future of healthcare. 

MISSION

"Every person and every community deserves access to high-quality care." At Avel eCare, we collaborate with local clinicians through telemedicine to ensure high-quality care is available when and where it’s needed most. 

VISION

"Healthcare without boundaries." Avel eCare is a catalyst for change in healthcare, fostering a future defined by service, quality, collaboration, and innovation.