REMOTE Telehealth Support Representative

Fully remote position for a large hospital system in Columbia, MD.

Positions: Telehealth Operator Level 1 & Telehealth Operator Level 2

Requirements:

• Associates Degree
• 1-2 years 2 years experience in a high - volume customer service industry and/or health care receiving, analyzing and resolving customer concerns from basic to complex in nature.
• Minimum of 1-year telephonic customer service or patient care experience required; typically acquired in a call center role, fromt desk reception, hospital or medical office. required

Preferred:

• Certified Medical Assistant
• Epic experience

Telehealth Operator Level 1: Under General Supervision, acts as the first line of contact for the Telehealth Operations and Support Center, a seven day per work telehealth support function operating within the MedStar Telehealth Innovation Center. Provides tier 1 technical support to patients and MedStar clinical and non-clinical associates who are engaging with telehealth platforms and services. Elicits and records patient and/or provides information and inquiries by following established protocols to resolve or escalate all customer inquiries. Advocates on the caller/customer's behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and providers through active listening, empathy, courtesy, and professionalism in a virtual environment.

Telehealth Operator Level 2: Under General Supervision, acts as the first line of contact for the Telehealth Operations and Support Center, a seven day per work telehealth support function operating within the MedStar Telehealth Innovation Center. Provides tier 1 technical support to patients and MedStar clinical and non-clinical associates who are engaging with telehealth platforms and services. Assists with new telehealth initiatives and provide operational support. Elicits and records patient and/or provides information and inquiries by following established protocols to resolve or escalate all customer inquiries. Advocates on the caller/customer's behalf to ensure their needs are met and to promote the patient experience. Demonstrates ability to establish and maintain effective relationships with patients and providers through active listening, empathy, courtesy, and professionalism in a virtual environment. Assists in the operational functions of telehealth services at the direction of clinical providers.

Pay: $18-35/hr (Depending on which position, experience, education, certifications, etc). Benefits offered by employer!