Telehealth Navigator

UBMD Physicians Group•Buffalo, NY

5d•$18 - $20•Onsite

About The Position

The Telehealth Navigator is the first point of contact for families when a pediatric video visit begins. The Navigator initiates each scheduled telehealth appointment before the clinician, helps ensure the patient and caregiver are connected and can see and hear clearly, verifies identity and visit information, and hands off a visit-ready patient to the provider. The role is intended to reduce no-shows and technical delays, protect provider time, and give families an organized, welcoming start to virtual care. The position supports pre-visit preparation, virtual check-in, post-visit coordination and administrative tasks, and escalation of urgent concerns. The Navigator works with the telehealth platform and EHR, does not provide clinical advice, and follows clinic protocols for consent, screening, privacy and escalation. Work is primarily at a computer with a headset and webcam. The role requires a private, quiet space that protects patient confidentiality, including when working remotely. It involves sitting for extended periods and occasionally lifting up to 15 lbs. The posting describes the role as full-time and onsite, while also mentioning pre-scheduled hybrid work options.

Requirements

High school diploma or GED.
At least 1 year of experience in customer service, front-desk, patient registration or office support, or completion of a medical assistant or medical office program.
Comfort with computers, video platforms and troubleshooting common device problems involving phones, tablets and laptops.
Clear, friendly verbal and written communication with families of diverse backgrounds.

Nice To Haves

Medical assistant certificate or certification (CCMA, CMA or RMA).
Experience in a pediatric or ambulatory clinic setting.
Experience with an electronic health record and patient scheduling system.
Working knowledge of medical terminology, HIPAA and insurance verification.
Fluency in a second language common among UBMD patient families, such as Spanish or Arabic.

Responsibilities

Review the daily telehealth schedule and flag visits missing consent, insurance or contact information.
Send visit links and reminders by text, email or patient portal, and confirm families know how to join.
Contact families who have not logged in by the scheduled time and help them connect or reschedule.
Log in to the telehealth platform and open each visit 5–10 minutes before the clinician.
Greet patients and caregivers and troubleshoot audio, video, connection and device issues.
Verify patient identity using two identifiers and confirm the adult present is a parent, legal guardian or authorized caregiver.
Confirm the patient's physical location (state) at the time of the visit for licensure and billing requirements.
Confirm and update demographics, contact information, preferred language, pharmacy and insurance in the EHR.
Record the reason for visit and chief concern in the caregiver's own words and enter it for the clinician.
Complete or confirm telehealth consent and required screening questionnaires according to clinic protocol.
Arrange a qualified medical interpreter when needed.
Notify the clinician when the patient is checked in and ready, and hand off the visit.
Help families schedule follow-up appointments, referrals or in-person visits as ordered.
Route portal messages, forms and questions to the appropriate team member.
Accurately document check-in steps, technical issues and no-shows in the EHR and tracking logs.
Recognize urgent or emergency concerns raised during check-in and immediately alert the clinician or nurse according to clinic escalation protocol; do not give clinical advice.
Track recurring technical or workflow problems and share them with the Practice Manager.
Serve as a resource to families and staff on telehealth tools.
Perform other related duties as assigned.