Telehealth Support Specialist

Purpose of Job:

Improve the overall health of the communities we serve by providing outstanding customer service at all points of contact while connecting patients to resources based on health care needs, scheduling and general telehealth administrative support duties as follows:

Essential Duties and Responsibilities:
Provides excellent customer service as first point of contact for CHAS Health telehealth.Proactively prepares patients for upcoming telehealth visits including support for possible technical issues related to video visits; verifies appointment time, insurance and personal information, and collects co-pay.Monitors patient telehealth waiting rooms.Schedules patient appointments, based on established scheduling guidelines to ensure a positive patient experience.Engages and influences team to ensure video visits are effectively supported and scheduled over telephone visits to align with organizational priorities and a recognized patient experience preference.Ensures accuracy and completion of patient demographics, EHR chart, and intake forms before forwarding to appropriate department for processing.Professionally answers calls, takes messages and/or refers callers to appropriate individuals.Treats patients with the highest respect in all functions of the job as well as maintaining patient confidentiality.Performs other duties as assigned.
Qualifications:

Education/Experience: HS diploma or equivalent required.

Applicable additional schooling and/or formal training preferred.

Customer service and multi-line telephone experience preferred.

Valid drivers’ license and insurance required.

Skills: Computer skills required.

Ability to spell accurately.

Able to clearly communicate information to patients and gather information from patients.

Must have basic math skills to calculate patient payments.

Physical Demands:

Telehealth Support staff are required to stand, sit, and be mobile one-third to two-thirds of the time.

They are required to use hands to finger, handle or feel over two-thirds of the time; while reaching with hands and arms occurs one-third of the day.

Climbing or balancing, stooping, kneeling or crouching occurs less than one-third of the time.

Communicating by talking / hearing occurs over two-thirds of the day.

Amount of time spent lifting or exerting force is about 50% for up to 10 pounds and less than one-third of the time up to 25
– 40 pounds.

Rarely is there a need to lift more than 41 pounds.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.