Join to apply for the VIRTUAL CARE COORDINATOR role at Moffitt Cancer Center .
Position Highlights
The Virtual Care Coordinator (VCC) is the face of telemedicine at Moffitt.
This role is the first step in getting patients connected to virtual oncology care.
VCCs gather patient information and work closely with clinics to coordinate care.
VCCs are educators that help patients prepare, troubleshoot, and complete registration requirements.
Candidates must excel in customer service and be patient-focused.
Responsibilities
Facilitate patient flow: review records, assist with patient consent, initial patient screening and virtual health visits.
Prepare and maintain registration information.
Troubleshoot and assist patients to ensure a successful connection.
Provide support to the provider and assigned clinic.
Recognize urgent situations and implement appropriate procedures.
Communicate pertinent information for upcoming visits.
Ensure productivity standards are met using all assigned resources and tools and in accordance with organizational protocols.
Technical Support and Coordination
Troubleshoot, assess technical challenges, and assist with download of virtual health client on a variety of devices.
Provide detailed, step‑by‑step technical support and ensure patients can successfully navigate and utilize the virtual health portfolio of services.
Manipulate appointments in Capstone to enter and review modifications and schedule virtual care.
Process Solutions and Escalation
Respond to needs of the caller according to department protocols, resolving most inquiries without transfer or escalation.
Transfer or escalated situations when appropriate with accurate information utilizing resources to resolve inquiries within the scope of the department.
Follow up on messages to ensure they were received and handled to satisfactory completion or escalating to management when appropriate.
Outbound Proactive Support
Perform outbound calls to patients and caregivers to offer proactive technical support for virtual care.
Provide pro‑active outreach to prioritized users with detailed, step‑by‑step technical support.
Develop a thorough understanding of policies and exercise appropriate judgment to handle situations outside of standard protocols.
Credentials and Experience
High School Diploma/GED required.
3 years of experience in healthcare or related field providing customer service, patient care support or healthcare administration.
Successful completion of a Medical Assistant Program or applicable Military Training (will also accept Onc Tech and Pharm Tech experience).
Ability to learn and use multiple health‑related systems (Capstone, Cerner, Soarian, Virtual Health platform, etc.).
Calendaring – resending and creating calendared appointments for virtual care.
Knowledge of system support – help others download and troubleshoot.
Preferred Experience
Experience in healthcare and/or technology support.
Experience in an outpatient clinic setting.
Knowledge of Capstone – appointment modification, scheduling and reading provider templates.