Expert Coach

The Opportunity

The Teladoc Health Expert Coach is responsible for providing real time response and support for on call coverage for the wirelessly enabled blood glucose monitoring device on a 24/7/365 basis. Additionally coaching and education is to drive behavior changes that positively impact clinical outcomes and overall health status within the member’s program and beyond, foster and develop positive relationships with members, provide an excellent member experience

Responsibilities

• Provide real time response and support for wirelessly enabled blood glucose monitoring device on a 24/7/365 rotating basis.
•  Focus on serving members efficiently and effectively to achieve the best outcomes possible.
• Refer members for support and education for other conditions as needed based on clinical care guidelines including the ADA Standards of Medical Care in Diabetes, AHA Hypertension Clinical Guidelines and CDC DPP Lifestyle Management guidelines.
• Actively engage with members via a variety of communication tools including telephone, email, text, virtual application, and 1:1 coaching session to provide feedback and support, answer questions, share resources, and hold clients accountable to their goals
• Support Sales team in telephonic and app sales demonstrations as needed.
• Attend meetings and trainings online and /or in person when required
• Follow best scheduling practices to meet appropriate coaching utilization and meet member needs
• Maintains compliance with Federal, State and local regulations pertaining to training, FDA Quality System Regulation (cGMP), ISO 13485, Canadian Medical Device Regulation (CMDR), In Vitro Diagnostic Directive (IVDD), and Medical Device Directive (MDD) and HIPAA.
• May have up to 10% of time allocated to project, or cross-functional responsibilities as needed by the business and approved by direct manager/lead.

Candidate Profile

For success in this role you’ll bring:

• Minimum of Bachelor’s Degree
• Coaching experience and appropriate certifications to serve the product or condition.
• Assumes responsibility for professional development and continuing education to maintain knowledge and skills.
• Possess excellent written and verbal communication skills.
• Ability to communicate with members empathetically and according to the culture.
• Ability to establish rapid member rapport via telephonic and written interactions.
• Documents consistently and to the standards set by Livongo Health using EMR.
• Empowers members to be able to effectively self-manage their own condition.
• Conveys enthusiasm and positive energy during member interactions.
• Ability to work autonomously in a responsible, efficient manner
• Possess exceptional time management and organizational skills
• Passionate about changing people’s lives and willing to go the extra mile to help members be successful
• Customer Service skills and experience.
• Display confidence, assertiveness and flexibility. Must be a self-starter
• Creative, dedicated and relentless in helping members achieve their goals
• Adaptable, innovative, and embraces teamwork and change.
• Comfortable with and interested in technology including but not limited to MS word, Excel, PowerPoint, Outlook 365, Zoom, GoTo, Webex, Slack, Google Docs, Learning and employee engagement platforms etc.
• Advanced degree or license in health-related (Behavior, Nutrition, Exercise) field.
• Bilingual Spanish/English desirable but not required.
• Exceptional Customer Service skills and experience.
• Ability to deliver high quality, engaging educational presentations on health and wellness issues

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.   

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.   

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.   

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.  

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.   

Growth and Innovation:  We’ve already made healthcare history, yet we remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy (including breastfeeding – we have a mother’s room in both our offices). In our innovative and inclusive workplace, we prohibit discrimination and harassment of any kind.