Interacts with physicians, staff, community members, and healthcare professionals in the process of planning, providing, promoting, and supporting NCPS and telehealth operations, programs, and services. Develops and fosters communication and relationships with customers to promote improved access to virtual care services. Responsible for coordination of telehealth consultations with affiliate organizations and serves as primary customer interface. Supports in telehealth credentialing and training of providers/clinicians and maintains ongoing compliance.
Job Specific Duties
Serves as a liaison between patients, families, physicians, physician practices, internal hospital departments and external affiliate organization in coordinating telehealth consults.
Ensures connectivity success and requirements completion before each consult. Provides technical/troubleshooting support.
Completes post-consultation duties including documenting consult encounters in appropriate platform. Monitors and reports completion of documentation requirements by clinicians.
Contacts new and existing patients and/or affiliates via phone/e-mail or other methods to communicate telehealth consult requirements and requests required information (patient demographic data, medical records, consents, etc.).
Monitors Press-Ganey and other patient satisfaction survey data, reports findings and improvement opportunities/plans.
Responsible for telehealth credentialing and training of physicians and other health care professionals in the use of telemedicine equipment/platform, including data tracking and reporting. Collaborates with Medical Staff Office and other stakeholders in external credentialing at affiliate organizations. Completes audits to ensure credentialling is up to date as needed.
Trains providers and support personnel on the Nicklaus Children’s Pediatric Virtual Care platform and workflows.
Develops training materials including e-learning modules in collaboration with Learning and Development and other cross-functional areas.
Supports in customer support including information and technical troubleshooting. Escalates technical issues to Web Development Team as needed for resolution. Monitors and reports key performance indicators and other metrics.
Oversees and develops process enhancements to internal and external virtual care workflows.
Serves as primary contact for telehealth related matters via Telehealth shared mailbox and other communication methods.
Supports development and implementation of new virtual care initiatives.
Trains clinical and administrative staff on virtual care platform and workflows.
Minimum Job Requirements
1-3 years of relevant healthcare experience
Knowledge, Skills, and Abilities
Associate's or Bachelor's degree preferred.
Bilingual in English/Spanish preferred.
Experience in video teleconferencing/telemedicine or audio-visual operations preferred.
Exceptional customer service skills.
Exceptional resourcefulness and sensitivity to diverse cultural norms and belief systems.
Ability to communicate diplomatically within a multi-functional team.
Ability to work in a fast-paced environment meeting multiple deadlines.
Excellent problem-solving ability in a broad range of areas to address all of the potential problems that might arise (scheduling conflicts, communication problems, technical problems, etc.).
Ability to adapt to the current technology and TeleHealth programs to region’s situation and needs of all participants.
Ability to effectively communicate complex technology concepts to diverse audiences.
Excellent organizational ability to develop a system with few major problems.
Proficiency in Microsoft Office (Word, Excel, & PowerPoint).
Ability to research and understand industry trends in virtual care.
