About MD Ally:

Each year, millions of non-emergency calls are made to 911 that decrease ambulance availability, overcrowd EDs, and drive billions in excess costs. MD Ally is a 911 triage & telehealth solution that allows EMS to triage non-emergency patients to virtual care saving limited, emergency services. Our mission is to enable greater connectivity between 911 & the broader healthcare ecosystem.

Job Summary: The Telehealth Implementation and Adoption Coordinator/Care Concierge is responsible for fostering Telehealth Adoption in emergency dispatch centers. This includes steering, educating, and coaching emergency dispatchers on the various Telehealth workflows and best practices. The

Telehealth Implementation and Adoption Coordinator/Care Concierge also improves adoption by participating in the development of resources, tools, content, workflows, and processes. A critical role of the

Telehealth Implementation and Adoption Coordinator/Care Concierge is mentoring and providing constructive feedback for enhanced performance.

Duties and Responsibilities

• Serves as a dispatch floor presence by answering questions, monitoring workflows, and encouraging emergency dispatchers.
• Provides positive and constructive feedback for consistency in the utilization of Telehealth resources. Guides key stakeholders through troubleshooting and navigation of AllyNet protocols.
• Work within MD Ally’s proprietary platform to greet callers in real-time as they are referred over from Public Safety partners. Proactively de-escalate situations involving dissatisfied patients, offering patient assistance and support. Collecting patient demographic, medical history information, and patient fees.
• Use clinical background to perform a secondary triage process that ensures the patient is an appropriate candidate for MD Ally services.
• Conducts training for new hires, trainers, and associated staff.
• Coordinate patient follow-up care and referrals to external services; arrange alternative transportation for external services when needed.
• Conducts quality assurance and improvement by obtaining, reviewing, storing, and interpreting utilization data.
• Presents new and creative ways to foster adoption.
• Attends meetings and articulates the needs of the emergency dispatchers and patients regarding the Telehealth program.
• Assists clients with the “Request for Change” process and facilitates submissions to MD Ally.
• Provides weekly updates to the MD Ally Executive Team in the form of dashboards.
• Creates dashboards, presentations, and other resources that provides a clear picture of the Telehealth adoption status.
• Other duties as assigned.

Core Competencies Required

• Ability to represent MD Ally, Partner, and Telehealth best practices during high-stress and occasionally tense discussions with the Partner in a manner that fosters understanding and willingness to work through any areas of differing opinion.
• Strong ability to articulate and communicate thoughts and ideas in both written and verbal formats.
• Creative ability to develop new tools, resources, and enhancements that will benefit coworkers, contractors, and, most importantly, end users.
• Strategic thinking to anticipate client and departmental needs as new changes or updates emerge.
• Ability to share negative news in a constructive and positive fashion.
• Ability to think and work independently

Physical Requirements

This job is located in an emergency dispatch center with some remote/hybrid opportunities.

Onsite requirements include the ability to sit for long periods of time at a desk with occasionally moving, standing, and walking. Occasionally requires repeated bending, crouching, stretching, or crawling, along with regularly lifting 10 – 25 pounds, occasionally up to 50 pounds. May occasionally involve climbing ladders.

The work environment is composed of moderate noise (examples: business office with computers and printers, light traffic)

Occasional to moderate travel of less than 30% may be required.

Rotating weekends are required.

Independent Judgment

This position works under general supervision. Employee acts independently to handle standard issues. More unusual challenges are referred to the VP of Partner Success. Major responsibilities typically require creativity and latitude. The employee typically operates with specific objectives but often few written or unwritten procedures as guidelines.

Communications

This position communicates with the MD Ally Executive Team and Care Concierges on a regular basis. It also communicates with agency counterparts and other internal departments. The position is also responsible for handling client inquiries and working with various contractors. The person filling this position must have the ability to communicate at a level beyond high school, including the ability to prepare routine correspondence, reports, and presentations.

Supervisory Responsibilities

No formal responsibility for supervising others.

Education and/or Experience