Virtual Care Coordinator

Newark, Delaware  | Center Operations


Position at ChristianaCare | GoHealth Urgent Care

Job Relationships

Responsible to: Customer Success Manager

Assignments received from: Growth Team          

Positions supervised: None

Job Summary

At GoHealth Urgent Care, we place the needs of our patients first by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.


The Virtual Care Coordinator (VCC) serves as the virtual point of contact for our employer contracts. Responsibilities include but are not limited to coordinating all aspects of our COVID-19 surveillance testing clients, answering questions regarding the virtual visit experience, anticipate and attend to the needs of our patients.


Job Requirements




§ High School diploma or equivalent, required

§ Undergraduate degree, preferred


Work Experience

§ 1+ years’ experience in a medical office administration or customer service in a clinical field required


Required Licenses/Certifications



§ Medical Assistant Certification preferred

Additional Knowledge, Skills and Abilities Required

§  Ability to multi-task in a fast-paced environment

§  Epic experience

§  Proficient in Microsoft Word and Excel, and type quickly; basic computer knowledge

§ Ability to work independently with minimal supervision

§ Exceptional written and verbal communication skills


Core Competencies: 

§  Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.

§  Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.

§  Diversity and Inclusion:  Fosters diversity and inclusion, to be able to better understand team members, our customers and partners.  Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.

§  Integrity and Courage: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.

§  Accountability:  Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities. 

§  (Prioritized) Functional Competencies: to be selected and prioritized by the hiring manager for each position

Additional Knowledge, Skills, and Abilities Preferred

§  Insurance knowledge


Essential Functions

Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.


·       Work with DTE Coordinator on setting up COVID-19 surveillance testing workflows for clients

·       Check patients in for appointments and secure the necessary paperwork and insurance documentation

·       Answer patient’s questions and provide comfort zone for patients in preparation for COVID-19 testing

·       Resolve most questions and problems and refers only the most complex issues to higher levels

·       Serve as the Virtual facilitator, including communicating with our clients to address needs

·       Ensure that each patient has an effortless patient experience

·       Conduct patient registration duties, including interviews to verify patient information, accurate collection of COVID-19 test results

·       Communicate as needed with the client to report positive test results

·       Informs the Customer Success Manager and DTE Coordinator if any issues arise

·       Assist in other areas as needed.





All other duties as assigned.


Note:  this job description is not inclusive of all the duties of the position.  You may be asked by leaders to perform other duties.  Management reserves the right to revise this position description at any time. 







Physical Requirements

Indicate the appropriate physical requirements of this job in the course of a shift. 

OccasionallyActivity or condition exists up to 1/3 of the time.

FrequentlyActivity or condition exists from 1/3 to 2/3 of the time.

Constantly – Activity or condition exists 2/3 or more of the time.

*Please note that employees must be able to perform the entire range for each physical demand task marked Occasionally, Frequently, and Constantly.


General Activity                                                           



























Up to 10 pounds

Up to 25 pounds

Up to 50 pounds

Up to 100 pounds

More than 100 pounds


Up to 10 pounds

Up to 25 pounds

Up to 50 pounds

Up to 100 pounds

More than 100 pounds















































































May require the use of safety equipment, for infection prevention.



Ability to travel between facility locations, remote facilities, and out of town as needed.






Bloodborne Pathogens Exposure (click to select level of exposure)

Additional Requirements

Please list