Telehealth Operations Operator I - Part-Time (Saturday - Monday)

General Summary of Position
Under General Supervision acts as the first line of contact for the Telehealth Operations and Support Center a seven day per work telehealth support function operating within the MedStar Telehealth Innovation Center. Provides tier 1 technical support to patients and MedStar clinical and non-clinical associates who are engaging with telehealth platforms and services. Elicits and records patient and/or provides information and inquiries by following established protocols to resolve or escalate all customer inquiries. Advocates on the caller/customer's behalf to ensure their needs are met and to promote the perfect 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.

This is a part-time position, Saturday - Monday 7:30 am - 4 pm.

Primary Duties and Responsibilities

• Promptly answers incoming phone calls from patients MedStar providers and staff to identify and assess callers' needs quickly and accurately in support of MedStar Health telehealth activities.
• Assists patients providers and staff with setup maintenance troubleshooting and quality assurance of telehealth technologies including but not limited to on-demand and scheduled video visit technology platforms.
• Manages assigned on-demand telehealth technology platforms to ensure the best patient and provider 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 timekeeping for hourly payment activating on-call providers and other scheduling activities in collaboration with Scheduling Coordinator
• Solves problems systematically using sound business judgment.
• Evaluates Telehealth Operation and Support Center analytics to help support the creation and distribution of telehealth job aids to assist end users with commonly asked questions/concerns.
• Provides on-the-job training to new department staff members.
• Maintains required administrative records.
• Demonstrates ability to use various MedStar Health business applications as required to assist with the caller's needs.
• Demonstrates behavior consistent with MedStar Health's mission, vision, SPIRIT values, goals, objectives and patient care philosophy.
• Displays characteristics of inquiry empathy courtesy and respect during communication with end-users.
• Ensures complete communication (closes the loop and follow up) between key customer groups including internal and external customers in an appropriate and timely manner. Foster open communication channels with internal and external stakeholders to gather project requirements and expectations.

Minimal Qualifications
Education

• Associate's degree required
• One year of relevant education may be substituted for one year of required work experience.

Experience

• 2 years 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 
• One year of relevant professional-level work experience may be substituted for one year of required education.

Licenses and Certifications

• No special certification registration or license

Knowledge Skills and 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 grammatically correct and accurate written communication.Strong multi-tasking ability with the 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.