Job Title: Program Operations Coordinator – Temporary
位置： 偏远地区偏远地区
Compensation: $19-$20 per hour, based on experience
Employment Type: Temporary position on a W2; 6-12 months with opportunity to extend or become permanent
Schedule: 10pm-730am CST, Initial training will be 30-60 days during the day.
Additonal Schedule Notes: Required onboarding, training, staff meetings, and other designated sessions may occasionally occur during daytime business hours after initial training period is completed.
About SteadyMD
SteadyMD powers high-quality virtual care for digital health companies, labs, pharmacies, employers, and other healthcare innovators. We provide a 50-state virtual clinician workforce, clinical operations, and technology that matches patient needs with the right clinical expertise and maintains a roster of more than 600 clinicians. In 十月份 2025, SteadyMD joined DocGo, combining nationwide virtual care with DocGo's mobile health services to bring care to patients at any address.
Responsibilities
- Continuously monitor clinical and operational queues, clinician coverage, customer support channels, and workflows across multiple virtual healthcare programs.
- Manage and prioritize visit flow based on urgency, clinician availability, service-level expectations, and operational impact.
- Provide real-time operational support to clinicians, including workflow, scheduling, platform, and process-related questions or issues.
- Serve as the primary overnight point of contact for customer support operations, responding to and managing patient/customer inquiries across designated support channels.
- Resolve customer support and operational issues within scope and appropriately triage or escalate matters requiring clinical, technical, partner, or leadership involvement.
- Monitor queues and workflows for backlogs, aging requests, coverage gaps, service-level risks, customer experience concerns, technical issues, or other emerging operational problems and take appropriate action.
- Troubleshoot operational and technical issues and open, manage, and follow support tickets or escalations through resolution or documented handoff.
- Monitor and triage incoming communications across supported channels, including messaging, email, ticketing, phone, and clinical platforms.
- Support and appropriately route requests from patients, clinicians, partners, and internal teams based on urgency and area of responsibility.
- Respond to unexpected operational disruptions, workflow changes, coverage concerns, and other issues affecting overnight service delivery.
- Maintain accurate documentation of consult status, customer support activity, incidents, escalations, service-level misses, and outstanding work.
- Complete required operational reporting and provide clear shift handoffs identifying significant events, unresolved issues, and required follow-up.
- Apply current workflows and operating procedures consistently and incorporate new processes, programs, tools, and requirements as they are introduced.
资格
- 2+ years of experience in healthcare operations, customer service, clinical support, healthcare administration, or a related field.
- Strong organizational skills and exceptional attention to detail.
- Ability to work quickly and accurately in a fast-paced environment while managing multiple active priorities, communication channels, and workflows simultaneously.
- 出色的书面和口头沟通能力。
- Strong problem-solving, troubleshooting, prioritization, and decision-making skills.
- High level of comfort with technology and the ability to quickly learn, navigate, and work across multiple systems and platforms.
- Ability to work independently, exercise sound judgment, and recognize when an issue requires escalation.
- Experience with or comfort using EMRs, ticketing systems such as Jira, communication tools such as Slack, and other web-based operational platforms.
- Ability to reliably work the assigned overnight schedule.
- Ability to attend required daytime onboarding, training, staff meetings, and other designated operational sessions as scheduled.
- A college degree is not required with sufficient relevant experience.
- Candidates with substantial help desk, service desk, technical support, or similar troubleshooting experience may also be considered with less direct healthcare operations experience, particularly when that experience demonstrates strong customer support, technical aptitude, multitasking, prioritization, and issue-resolution skills.
EEO/AAP 声明： DocGo 是一个机会均等的雇主。我们承认并尊重所有人的基本价值和尊严。我们承诺营造并维护一个尊重不同传统、遗产和经验的环境。 DocGo 是一个平等就业机会和积极行动的雇主。我们不因种族、宗教、肤色、国籍、性别（包括怀孕、分娩或相关医疗状况）、性取向、性别认同、性别表达、年龄、受保护的退伍军人身份、残疾人身份或其他适用的受法律保护的特征而进行歧视。
上述职位说明并非旨在详细描述可能分配的大量任务，而是为了让申请人大致了解该职位的职责和期望。 随着业务需求性质的变化，该职位的基本职能也会发生变化。
