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Company Description

KeyCare provides health systems with a network of virtual care providers through its Epic-based EMR and telehealth platform. This enables health systems to enhance telehealth access for patients in a coordinated manner while reducing the burden on their own providers. Health systems can access nationwide on-demand care 24/7 with coverage in all 50 states, and customize additional primary care and specialty virtual health services based on their needs.

Position Overview:

The Operational Analyst for Provider and Patient Support will play a pivotal role in ensuring seamless telehealth operations by managing provider-patient interactions, supporting demand planning for staffing, and addressing patient complaints with effective service recovery strategies. This position requires a strong problem-solving mindset, excellent communication skills, and the ability to analyze and forecast staffing needs based on patient demand trends. The ideal candidate will have experience in healthcare operations and a track record of delivering exceptional customer service and operational efficiency.

Key Responsibilities:

Provider and Patient Support

• Act as the primary point of contact for resolving escalated provider and patient inquiries.
• Ensure timely and accurate communication to address concerns and improve overall satisfaction.
• Coordinate with cross-functional teams to resolve issues related to appointments, billing, or technical difficulties.

Demand Planning and Staffing Support

• Collaborate with operations and scheduling teams to analyze patient demand and plan optimal staffing levels.
• Use demand planning tools and predictive analytics to forecast provider needs and adjust schedules accordingly.
• Monitor and report on staffing efficiency and identify gaps in coverage to ensure high-quality service delivery.

Patient Complaints and Service Recovery

• Manage patient complaints with empathy and professionalism, ensuring swift and effective resolutions.
• Implement service recovery strategies to retain patient trust and satisfaction.
• Track and analyze complaint trends, recommending process improvements to reduce recurring issues.

Operational Efficiency

• Identify opportunities to streamline provider-patient workflows and improve overall operational processes.
• Develop and maintain documentation on standard operating procedures for handling patient and provider support cases.
• Provide regular feedback to leadership on areas for enhancement in service quality and operational performance.

Qualifications:

• 3+ years of experience in healthcare operations, customer service, or a related role, preferably within a telehealth environment.
• Proven ability to manage patient complaints and implement effective service recovery strategies.
• Experience with demand planning, staffing, or scheduling, with strong analytical skills.
• Exceptional problem-solving and conflict-resolution skills.
• Strong interpersonal and communication skills, with the ability to work collaboratively across teams.
• Proficiency in using operational tools, CRM platforms, and demand planning software.
• Ability to work weekend hours and holidays. This position will be working Friday through Tuesday.

Education:

• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field preferred
• Additional certifications in customer service, healthcare operations, or demand planning are a plus.

KeyCare is an Equal Opportunity/Affirmative Action Employer

We encourage all qualified applicants to apply. KeyCare is committed to its evolution towards a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, ethnicity, religion, gender or gender identity, sexual orientation, age, marital status, disability, sex, country of origin, or veteran status.