Telehealth Patient Service Coordinator

Patient First•Glen Allen, VA

12d•$30 - $35

About The Position

The Telehealth Patient Service Coordinator oversees telehealth registration operations, supports Telehealth Patient Service Representatives (PSRs), physicians, extenders, and nurses, and helps ensure patients are accurately registered, discharged, or appropriately dispositioned. The coordinator serves as a primary resource for challenging situations, escalates new or unique issues to the Telehealth Nurse Manager, assists with scheduling and coverage, and implements established policies and procedures. The role assists with administration of doxy.me and Microsoft Teams Telehealth channels, including managing accounts, permissions, waiting room configurations, and user group tags. It also supports the medical record system workflow from registration through discharge, troubleshoots technology issues with the MIS Helpdesk and Telecommunications Team, and handles Protected Health Information confidentially. The coordinator monitors operational data, reports key metrics and survey findings, evaluates registration encounter quality, and trains Telehealth PSRs on the medical record system, doxy.me, and Teams. The position may involve covering evening and weekend hours when staffing needs arise.

Requirements

Must be 18 years of age or older.
High school diploma required.
Ability to handle confidential information with discretion and professionalism.
Proficiency in Microsoft Office, including Excel, Word, Outlook, and Teams.
Basic technology skills, specifically audio and video troubleshooting.
Ability to prioritize assignments and multitask to meet multiple project deadlines.

Nice To Haves

Bachelor’s degree in business or a related field preferred.
At least two years of experience working as a Patient Service Representative at Patient First preferred.
doxy.me experience is a plus.

Responsibilities

Ensure each patient is registered and discharged accurately and expeditiously.
Post daily opening and closing messages to Physicians, Extenders, and Telehealth PSRs.
Ensure Telehealth PSRs follow up on outstanding patient concerns and items from Physicians, Extenders, and Telehealth Nurses.
Troubleshoot Telehealth PC, doxy.me, medical record system, Microsoft Teams, telephone, and call system issues, working with MIS and Telecommunications as needed.
Handle escalated calls from Telehealth PSRs.
Coordinate with Physician Relations, Physicians, and Extenders when increased patient volume requires additional coverage.
Serve as the primary contact for Telehealth PSRs handling challenging or unique situations.
Report new or unique questions and issues to the Telehealth Nurse Manager and collaborate on solutions.
Monitor, resolve, and track incorrect email addresses captured during registration.
Help monitor doxy.me waiting rooms and account for all patients in them.
Ensure patients are registered and discharged or appropriately dispositioned, and communicate when patients in a status have been discharged for the day.
Register patients as needed.
Schedule Telehealth PSRs to ensure shift coverage and cover for them when staffing needs arise, including evenings and weekends.
Plan Telehealth PSR meetings to support staff involvement in identifying registration issues.
Implement established policies and procedures as directed.
Administer doxy.me by understanding its capabilities, creating and managing accounts and permissions, configuring waiting room pages, and opening and resolving support tickets with MIS.
Administer MS Teams Telehealth communication channels by managing permissions and user group tags and coordinating troubleshooting with MIS.
Support the medical record system and Telehealth options, including establishing visit workflows, troubleshooting, and retrieving information as needed.
Handle Protected Health Information and maintain confidentiality.
Monitor and analyze operational data and reports to assess process effectiveness and efficiency for stakeholders, including patients.
Monitor and report key metrics, findings, and survey data to appropriate individuals.
Evaluate Telehealth PSR performance through concurrent and retrospective monitoring of registration encounters.
Train Telehealth PSRs on the medical record system, doxy.me, and MS Teams.
Ensure Telehealth PSRs comply with Patient First and Telehealth Department policies.

Benefits

Health, dental, and vision insurance for employees and dependents.
Disability, life, and long-term care insurance.
Employee Assistance Program.
Flexible Spending accounts.
401(k) Retirement Plan with employer match.
Paid Annual Leave.
Volunteer Time Off Pay.
Bereavement Leave.
Emergency Leave Bank.
Overtime Pay.
Holiday Pay.
Double-time compensation for holidays worked.
Discounted medical treatment at any Patient First location for employees and immediate family.
Recruitment bonus.