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Case Manager, Complex Care
2 months ago
As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 190 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.
Position Summary
The Case Manager, Complex Care ensures the well-being of patients and guides them through their healthcare journey. As part of a specialized team, including Case Coordinators, physicians and nurses, the Case Manager optimizes clinical quality and ensures high member satisfaction. Assignments in this role will focus on our provincial Virtual Primary Healthcare programs. The Case Manager, Complex Care is responsible for patient education and counseling, monitoring and assessment, care coordination, medication and symptom management, health coaching and advocacy.
Role and Responsibilities
The Case Manager, Complex Care is responsible for a caseload of patients presenting with chronic conditions, including but not limited to, hypertension, diabetes and COPD.
Duties include:
- Collect comprehensive health histories and document relevant medical data
- Provide ongoing clinical support and navigate the healthcare system for members
- Provide information about conditions, provide education regarding lifestyle changes and self-care strategies
- Develop treatment plans and following up on health status
- Review self-reported data (BP, blood sugars, etc.)
- Liaise with other healthcare providers such as for follow-up appointments, referrals and updating medical records
- Assist patients to understand their medication regime
- Assist with management of symptoms through education, support and adjustments to care plans as needed
- Ensure patient has appropriate resources and support
- Provide motivational support and guidance to help patients achieve their health goals and adhere to treatment plans
- Collect and analyze patient data to track progress, identify trends and adjust care plans accordingly
- Provide guidance on when to seek emergency care and assist in initial response to urgent health concerns
- Maintain accurate and up-to-date patient records, documenting all interactions, care plans and progress notes
- Assist patients in using telehealth platforms, remote monitoring devices, and other digital health tools effectively
If applicable:
Maintain relevant provincial nursing or other licenses as required (supported by Teladoc).
Skill Requirements/Preferences
- Excellent verbal and written communication and interpersonal skills
- Superior analytical skills, with strong critical thinking ability
- Superior organizational and time management skills, ability to manage competing priorities
- Direct care experience and strong clinical knowledge base
- Excellent written, verbal, and documentation skills
- Strong organizational and interpersonal skills
- Quality driven with a focus on customer service delivery
- Competent using office productivity software (Microsoft Excel, Word, Outlook, PowerPoint, Adobe Acrobat); EMR and SaaS applications to search for information and enter data an asset
- Multiple provincial nursing licenses are an asset (where applicable for the specific role)
- Strong communication skills including verbal and written channels; telephone, email, and chat
- Able to work a flexible schedule with evening commitments
- Ability to adapt to a fast-paced work environment in a growing company with expanding service lines and client base
- Bilingual in French/English is an asset
- Chronic disease management certification an asset
The above qualifications, knowledge, experience, and/or background are expected but not required for this role.
Required license or credentials needed:
- Bachelor's or master's degree in nursing or other equivalent degree with 5+ years’ experience
- Minimum of 3 years of clinical experience in acute (ER or ICU), community care, or other relevant areas
- Good standing with the provincial governing body
Work Environment: Hybrid, if applicable
Travel: Occasional
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 yet 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.
At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at RecruitmentAccessibilityRequestsCanada@teladochealth.com
