Lead Patient Representative – Telehealth

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary operational resource for the Telehealth Patient Access team.

• Assist the Manager in ensuring daily operations and workflow efficiency for a team of three Patient Access Representatives.

• Offer guidance, onboarding support, coaching, and daily operational assistance to team members.

• Monitor phone service levels, scheduling queues, inbox volumes, and workflow performance metrics.

• Conduct routine call audits and quality assessments.

• Analyze patient experience feedback and pinpoint opportunities for service enhancements.

• Observe operational trends and suggest process improvements.

• Ensure operational continuity during peak periods, adverse weather, technical challenges, and Telehealth downtimes.

• Perform call monitoring, auditing, and quality review tasks for Digital Care.

• Deliver customer service to patients, families, providers, staff, and external agencies.

• Assist with patient registration, scheduling, and access functions across various clinical divisions.

• Oversee Telehealth and Telehealth Appointment inboxes.

• Support Foster Care Telehealth workflows.

• Investigate and resolve concerns raised by patients, providers, and customers.

• Escalate complex patient/provider access issues and facilitate resolutions across departments.

• Promote patient safety through accurate patient identification and verification procedures.

• Safeguard the confidentiality, security, and integrity of patient, family, medical, and financial information.

• Provide guidance on HIPAA and confidentiality best practices.

• Ensure adherence to regulatory compliance with organizational policies and applicable requirements, including JCAHO, CMS, and ODH.

• Complete compliance monitoring and auditing tasks.

• Assist with documentation and operational processes that support regulatory readiness.

⛳️ Requirements

• High school diploma or equivalent required.

• A minimum of 5 years of experience in a related job discipline.

• Proficiency in Microsoft 365 applications, including Microsoft Teams, Excel, PowerPoint, and Forms.

• Experience in creating or maintaining documentation.

• Ability to prioritize multiple tasks and adapt in a fast-paced, changing environment.

• Strong customer service skills with experience supporting clinical, operational, or technical stakeholders.

• Experience collaborating with cross-functional teams to coordinate activities and resolve issues.

• Knowledge of healthcare operations or clinical workflows.

• Experience supporting virtual meeting platforms, collaboration tools, or Digital Care technologies.

• Background in telehealth, digital health, or healthcare technology solutions.

🏝️ Benefits

• Additional pay may be applicable, including shift, on-call, or weekend differentials.

• Benefits may be available.

• We are an Equal Opportunity Employer.