Telehlth Operations Oper II
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- Job Summary
- Under General Supervision, acts as the first line of contact for the Telehealth Operations and Support Center, a fully functional telehealth support infrastructure within the MedStar Telehealth Innovation Center. Elicits and records patient and/or provider information and inquiries by following established protocols to resolve or escalate all customer inquiries. Advocates on the caller/customer behalf to ensure their needs are met and to promote patient experience. Demonstrates ability to establish and maintain effective relationships with patients and providers through active listening, empathy, courtesy, and professionalism in a virtual environment. Assists in the operational functions of telehealth services at the direction of clinical providers.
- Minimum Qualifications
- Education/Training
- Associate's degree required. Bachelor's degree or Medical Assistant Certification preferred.
- Experience
- 2 years of experience in a high - volume customer service industry and/or health care receiving, analyzing and resolving customer concerns from basic to complex in nature. Minimum of 1-year telephonic customer service or patient care experience required; typically acquired in a call center role, front desk reception, hospital, or medical office.
- License/Certification/Registration
- No special certification, registration or license required. Medical Assistant (MA) certification, training and experience preferred.
- Knowledge, Skills & Abilities
- Ability to type 40 WPM accurately. Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets). Ability to navigate and operate multiple technology programs and devices simultaneously while speaking on the telephone. Ability to demonstrate exceptional interpersonal skills through telephone/written communication. Ability to empathize with and prioritize MedStar customer needs. Ability to determine customer needs and provide appropriate solutions. Ability to remain composed, focused and demonstrate compassion during stressful situations. Ability to demonstrate learning and decision-making skills. Good composition skills - ability to compose a grammatically correct and accurate written communication. Strong multi - tasking ability with effective application of critical thinking skills. Ability to work in a high - stress, high complexity environment and demonstrate a high sense of urgency. Strong attention to detail is mandatory.
- Education/Training
- Primary Duties and Responsibilities
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.
- Promptly answers incoming phone calls from patients, MedStar providers and staff to identify and assess callers' needs quickly and accurately.
- Assists patients, providers and staff with setup, maintenance and troubleshooting of telehealth technologies including, but not limited to on-demand and scheduled video visit technology platforms.
- Manages on-demand patient flow and triage in "virtual waiting rooms" within telehealth technology platforms to ensure the best patient experience.
- Provides appropriate patient navigation and administrative support through various scenarios including immediate in-person referral, laboratory order entry and scheduling appointments at provider instruction.
- Following Standard Operating Guidelines or under the direction of a clinical supervisor, provides patient assistance in follow up resolution from telehealth encounters including prescription issues, documentation and reconnecting to clinical care when needed.
- Assists with provider schedule maintenance including updating provider shift changes, accurate time keeping for hourly payment, activating on-call providers and other scheduling activities in collaboration with TOSC Scheduling Coordinator.
- Under the general supervision of a provider, engages patients through outbound and inbound calls and messages to enroll in clinical programs for Remote Patient Monitoring (RPM) including initial set-up of an integrated device and initial, basic education on use of the equipment.
- Assists patients and providers with trouble shooting and ongoing needs for equipment management and integration for RPM.
- Solves problems systematically, using sound business judgment.
- Evaluates Telehealth Operation and Support Center analytics to create "how to education" to assist end users with commonly asked questions/concerns.
- Provides on-the-job training to new department staff members.
- Maintains required administrative records.
- Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
- Demonstrates ability to use various MedStar Health business applications as required to assist with the caller's needs. Demonstrates behavior consistent with MedStar Health mission, vision, SPIRT values, goals, objectives, and patient care philosophy.
- Displays characteristics of inquiry, empathy, courtesy, and respect during communication with customers.
- Ensures complete communication (closes the loop and follow up) between key customer groups, including internal and external customers, in an appropriate and timely manner.
- Participates in meetings and on committees and represents the department and hospital in community outreach efforts.
- Participates in multi-disciplinary quality and service improvement teams.
- Performs other duties as assigned.
More Information on MedStar Health
MedStar Health operates in the Healthtech industry. The company is located in Columbia, MD. MedStar Health was founded in 1999. It has 10001 total employees. It offers perks and benefits such as Disability insurance, Dental insurance, Vision insurance, Health insurance, Life insurance and Mental health benefits. To see all 21 open jobs at MedStar Health, click here.
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