Lead Patient Representative - Telehealth
New
J
JobgetherTelehealth
United StatesFull-TimeLead
Salary22.79 - 28.53 USD per hour
Apply NowOpens the employer's application page
Job Details
- Experience
- At least 5 years of experience in a related professional discipline.
- Required Skills
- Data AnalysisMicrosoft ExcelCustomer serviceQuality AssurancePowerPointHIPAA
Requirements
- High school diploma or equivalent.
- At least 5 years of experience in a related professional discipline.
- Proficiency with Microsoft 365 applications, including Microsoft Teams, Excel, PowerPoint, and Forms.
- Demonstrated ability to provide guidance, coaching, onboarding support, or operational leadership to colleagues.
- Strong analytical and problem-solving abilities, including the capacity to identify operational trends, investigate issues, and recommend practical solutions.
- Excellent organization, prioritization, and time-management skills.
- Strong written and verbal communication skills and the ability to collaborate effectively with cross-functional teams.
- Experience in healthcare operations, clinical workflows, telehealth, digital health, or healthcare technology is preferred.
- Familiarity with regulatory compliance, patient privacy, HIPAA, and healthcare quality processes is beneficial.
Responsibilities
- Serve as the lead operational resource for the Telehealth Patient Access team, supporting daily workflows and helping maintain efficient service delivery.
- Provide onboarding assistance, coaching, guidance, and day-to-day support to Patient Access Representatives while partnering with management on team coordination.
- Monitor phone service levels, scheduling queues, inbox volumes, workflow performance, and other operational metrics to identify trends and potential issues.
- Conduct call audits and quality reviews, evaluating interactions for accuracy, consistency, compliance, service quality, and patient experience.
- Review patient feedback and operational trends, identify recurring challenges, and recommend process improvements to leadership.
- Support patient registration, scheduling, access, and related telehealth workflows across multiple clinical divisions.
- Conduct quality monitoring and auditing activities related to digital care and Agentic Voice AI, documenting findings and escalating concerns appropriately.
- Protect the confidentiality, security, and integrity of patient, family, medical, and financial information in accordance with HIPAA and organizational requirements.
View Full Description & ApplyYou'll be redirected to the employer's site
