Consult Support Specialist

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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.

Job Summary

The Consult Support Specialist (CSS) responsibilities include real-time monitoring of multiple dashboards and acting on daily strategies to address members and provider escalations that may exist across multiple states, systems, and product lines. The CSS is expected to provide exceptional customer service, troubleshooting to solve for root cause, escalating to internal and external stakeholders and delivering corrective action in a timely manner using clear and concise communication.

Essential Duties and Responsibilities

• Review, analyze and research various data points that could impact department KPIs and take corrective action to resolve the situation.

• Assess circumstances relevant to KPIs and provide direction to internal and external stakeholders in real time and with 4 hours look ahead.

• Identify and document daily trends and communicate to key stakeholders.

• Acquire full knowledge and understanding of various products/proprietary systems to serve as a subject matter expert to assist with processes across product lines.

• Provide detailed documentation, adequate end of shift notes, accurate information in assigned logs to ensure seamless communication within the department.

• Build and maintain a professional rapport with network providers to offer real-time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.

• Act as a resource for the members by assisting them with consult inquiries and supporting member to provider interactions.

• Acts as liaison between IT and Operations to establish and maintain strong exchange of information on any technical or system issues.

• Attend Team huddles, team meetings or debriefing.

• Maintain confidentiality of issues and comply with all applicable regulations (i.e., HIPAA).

• Provide quality-driven experience for members and providers.

• Performs other duties as directed.

Supervisory Responsibilities - None

Qualifications Required for Position

• Ability to work 6a-2:30p CST and 2p-10:30p CST, including nights, weekends, and holidays (shift differential pay for weekday evenings and weekends)

• Possess strong analytical and critical thinking skills

• Excellent written and verbal communication skills

• Represent Teladoc Health to members, providers, and clients in a courteous and professional manner

• Proactive and resourceful team player

• Demonstrate strong attention to detail

• Aptitude to learn, follow process and identify innovations for improvement

• Possess the ability to work on multiple projects, define tasks and assign priority level with minimal supervision

• Ability to adapt to changes in fast-paced work environment

• Working knowledge of mental health terminology, processes, and procedure, a plus

• Proficient in Excel

• Undergraduate degree, preferred

• 2+ Years in customer service operations

• 6 months Teladoc Health customer relations experience, preferred

• Experience in healthcare or mental health care, preferred

• Prior call center leadership position, preferred

• Bi-lingual, a plus

The base salary range for this position is $22.00-$25.00 per hour, based on experience. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2025. 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.

Teladoc Health will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.