Telehealth Patient Service Coordinator

Patient First•Glen Allen, VA

11d

About The Position

The Telehealth Patient Service Coordinator supports daily telehealth registration operations, software administration, data and reporting, and training. The role helps ensure patients are accurately registered and discharged or appropriately dispositioned, supports Telehealth Patient Service Representatives (PSRs), Physicians, Extenders, and Nurses, and helps maintain efficient workflows during Telehealth hours of operation. The coordinator also troubleshoots technology and workflow issues, administers doxy.me and Microsoft Teams telehealth settings, handles protected health information confidentially, monitors performance and metrics, and trains PSRs.

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, particularly 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 patients are registered and discharged accurately and expeditiously, or appropriately dispositioned.
Post daily opening and closing messages to Physicians, Extenders, and Telehealth PSRs.
Ensure Telehealth PSRs follow up on outstanding patient concerns and items raised by Physicians, Extenders, and Telehealth Nurses.
Troubleshoot Telehealth PC, doxy.me, medical record system, Microsoft Teams, telephone, and call system issues; work with the MIS Helpdesk and Telecommunications Team as needed.
Handle escalated calls from Telehealth PSRs and serve as their primary contact for challenging or unique situations.
Coordinate with Physician Relations, Physicians, and Extenders when patient volume requires additional clinical coverage.
Report new or unique questions and issues to the Telehealth Nurse Manager and collaborate on solutions.
Monitor, resolve, and track incorrect email addresses recorded during registration.
Help monitor doxy.me waiting rooms and account for all patients in them.
Notify Physicians, Extenders, Telehealth PSRs, and Telehealth Nurses when all patients in a status have been discharged for the day; register patients as needed.
Schedule Telehealth PSRs to ensure shift coverage and provide coverage when staffing needs arise, including evening and weekend hours.
Plan Telehealth PSR meetings to encourage staff involvement in identifying registration issues.
Implement established policies and procedures as directed.
Administer doxy.me by understanding its capabilities, creating and managing user accounts and permissions, configuring waiting room pages and workflows, opening MIS tickets, troubleshooting issues, and notifying Telehealth leadership of issues and resolutions.
Administer MS Teams Telehealth communication channels, including managing permissions and user group tags, troubleshooting with MIS, and notifying Telehealth leadership of issues and resolutions.
Serve as a resource for the medical record system and Telehealth options, help establish the Telehealth visit workflow from registration through discharge, and work with MIS to resolve issues and retrieve information as needed.
Handle sensitive Protected Health Information (PHI) and maintain confidentiality.
Monitor and analyze data and reports to assess whether processes are effective and efficient 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 Microsoft Teams, and ensure compliance 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 and double-time compensation for holidays worked.
Discounted medical treatment at Patient First locations for employees and immediate family.
Recruitment bonus.