The Virtual Clinic Operations and Support Specialist plays a vital role in ensuring a seamless and supportive patient experience within our virtual clinic environment. This position directly impacts the success of our IOP/PHP programs by providing exceptional technology and program orientation, staff training, technical expertise, general troubleshooting, and administrative support.
Schedule: Part-Time Monday - Friday between the hours of 2p - 7p
Patient experience champion:
- Guide new patients through comprehensive onboarding, clearly explaining program expectations, telehealth tools, and navigating necessary paperwork.
- Facilitate timely and accurate completion of patient documentation while adhering to all privacy standards, including HIPAA compliance.
- Register patients, including check-in and check-out procedures.
Technical and logistical support:
- Master the clinic's telehealth platform and associated technologies, becoming the go-to expert for patients and staff.
- Offer real-time troubleshooting for connectivity issues and software navigation, ensuring minimal disruption to treatment sessions.
- Collaborate with IT (if applicable) for complex technical problems, actively seeking solutions.
- Coordinate ordering, timely distribution/mailing of clinic materials to patients and staff and manage inventory effectively.
Training, development and delivery:
- Contribute to the creation of training resources (manuals, videos, etc.) for the clinic's telehealth workflows and patient engagement tools.
- Confidently deliver training sessions for new staff and provide ongoing refreshers for the team.
Administrative Support:
- Support smooth clinic operations through scheduling, data management, and accurate reporting.
- Maintain meticulous records of patient interactions, training activities, and support requests.
- Actively participate in Rogers Improvement System events and process improvement initiatives.
Assist in promoting a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills.
- Be open to change and actively support change.
- Be open to others' ideas and points of view.
Additional Job Description: Education/Training Requirements:
- Bachelor's degree or commensurate years of experience in healthcare, business or IT preferred
- Minimum of 1+ years of experience in a healthcare setting, preferably with some experience in behavioral health.
- Demonstrated experience in customer service or technical support roles.
- Experience with telehealth platforms and electronic health records (EHR).
- years of human resource experience or related experience
- Prior workers compensation claim experience is preferred
- Excellent communication skills, customer focus, and strong attention to details
- Self-starter attitude; comfortable with working independently
- Must be able to use critical thinking to effectively solve problems and must possess a high level of professionalism and confidentiality
- Understanding of addiction treatment modalities and terminology.
- Proficient with Microsoft excel
- Ability to work quickly and effectively in a fast-paced detail-oriented environment while adhering to deadlines.
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