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Expert Coach Il

Livongo

Livongo

United States · Remote
Posted on Thursday, June 13, 2024

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

The Opportunity

The Expert Coach is responsible for providing support for whole person 1:1 coaching. The purpose of coaching and education provided is to drive behavior changes that positively impact clinical outcomes and overall health status within the member’s program and beyond, to foster and develop positive relationships with members, and to provide an excellent member experience.

Responsibilities

  • Empowers members to be able to effectively self-manage their own chronic condition.
  • Assess and identify individual member’s needs such as skills, knowledge, barriers, and motivation to appropriately educate/coach in such a way that drives behavior changes which positively impacts clinical outcomes and overall health status.
  • Coaching approach is congruent with Motivational Interviewing for a member centered approach.
  • Attend mandated meetings and complete trainings online and/or in person when required.
  • Follow scheduling best practices to meet appropriate coaching utilization and meet member needs.
  • Actively participates in process improvement with a positive attitude and solution-focused mindset.
  • Provides support to other coaches who have less experience by way of formal or informal mentoring, offering feedback and answering questions.
  • Support content development (including but not limited to education handouts, videos, podcasts, and client facing presentations) as requested.
  • Stay updated on clinical best practices for whole-person coaching; shares clinical expertise/knowledge across team and company as needed.
  • If coaching specifically in the Diabetes Management (DM) product:
    • Utilize CDCES knowledge to autonomously provide 1:1 diabetes education and coaching sessions based on the ADCES 7 Self-Care Behaviors, including other clinically relevant and evidence-based recommendations.
    • Stay up to date on clinical best practices for diabetes management.
    • Facilitate live diabetes focused Learning Events for group coaching as needed.
  • May have up to 30% of time allocated to liaison, project, or cross-functional responsibilities as needed by the business and approved by direct manager/lead.
  • Secondary responsibilities include:
    • Provide real time response and support for wirelessly enabled monitoring device on a 24/7/365 rotating basis as indicated.
    • 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 members accountable to their goals. ,

Candidate Profile

  • Minimum of a bachelor’s degree
  • MUST possess and maintain certification as a Certified Diabetes Care and Education Specialist (CDCES). Assumes responsibility for professional development and continuing education to maintain knowledge, skills, and professional certification.
    • Up to date with the required 75 CEU’s in 5 years to maintain CDCES certification.
    • Effectively applies evidence-based principles to enhance coaching practice.
    • Seeks out and reviews research findings in application to practice.
    • Ability to interpret and incorporate the ADCES 7 DSME/T education model into practice specifically focusing on behaviors essential for improving health and quality of life of the member with diabetes.
    • Possess a strong background knowledge behind the science and latest treatment options for managing diabetes.
  • If coaching in the DPP product, must possess the CDC Lifestyle Certification.
  • Has at least 3 years of professional experience in the healthcare field.
  • Provides quality member education and coaching.
    • Empowers members to be able to effectively self-manage their own chronic condition.
    • Able to assess and identify individual member’s needs such as skills, knowledge, barriers, and motivation to appropriately educate/coach to drive behavior changes that positively impact clinical outcomes and overall health status.
    • Conveys enthusiasm and positive energy during member interactions.
    • Coaching approach is congruent with Motivational Interviewing for a member centered approach.
  • Possess excellent written and verbal communication skills.
  • Ability to communicate with members empathetically and according to the Teladoc culture.
  • Ability to establish rapid member rapport via telephonic and written interactions.
  • Documents consistently and to the standards set by Teladoc using EMR.
  • 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.
  • Possess excellent customer service skills to provide a consistently high-quality member experience.
  • Ability to deliver high quality, engaging educational presentations on health and wellness issues.
  • Display confidence, assertiveness and flexibility. Must be a self-starter that considers the day-to-day operations of this role as well as the business goals to provide an excellent experience for members.
  • Creative, dedicated and determined in helping members achieve their goals.
  • Adaptable, innovative, and embraces teamwork and change.
  • Knowledge in behavior change and habit formation.
  • Comfortable working with but not limited to MS word, Excel, PowerPoint, Outlook 365, Microsoft Teams, SharePoint, OneDrive, Salesforce and Learning and employee engagement platforms.
  • 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.
  • Also desirable:
    • Advanced degree in health-related (Behavior, Nutrition, Exercise) field.
    • Bilingual Spanish/English desirable but not required.

Work Environment

  • Full time role
  • Work remotely from home within 48 continental US states.
  • Domestic travel may be required 2-4 times per year to attend meetings and conferences.
  • Sitting and viewing a computer screen for long periods of time is essential.
  • Fast-paced as we are constantly innovating and iterating to the business needs; flexibility and adaptability are essential qualities.

The base salary range for this position is $28 - $32/hour. In addition to a base salary, this position is eligible for performance bonus, and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

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.

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.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA). Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.