Supervisor Telehealth Tech Coordinator

CareerArc; Baltimore (MD); On-site; USD 40,000 - 68,000; Full time

Job summary

MedStar Health is seeking a Supervisor Telehealth Technology Coordinator for assigned regional hospitals. You will hire onboarding/training, supervise, support, and fill in for Telehealth Technology Coordinators.

You will establish tracking and reporting metrics specific to the role and interact with patients, families, and leaders. In collaboration with the MedStar Telehealth Innovation Center and hospital leadership, you will participate in telehealth-related strategic planning, implement

Qualifications

• Associate or Bachelor degree preferred with relevant experience.
• Supervisory or leadership experience desired.
• Experience with clinical or customer service settings helpful.

Responsibilities

• Facilitate care virtually by connecting requestors with patients in-house via telehealth devices and platforms.
• Collaborate with Telehealth Innovation Center and hospital leadership on strategic planning and patient experience initiatives.
• Lead workflow coordination, training, audits, and reporting for the Telehealth Coordinators.
• Ensure tasks are completed, devices maintained, and documentation is timely.

Skills

Problem solving

Customer service

MS Office Suite

Interpersonal skills

Education

Associate's degree

Bachelor's degree preferred

Tools

EHR systems

Telehealth platforms

Job description

About the Job

General Summary of Position

The individual in this position serves as the SupervisorTelehealth Technology Coordinator for MedStar Health in assigned regional hospitals. Responsible for hiring on-boarding/training supervising supporting and filling in for Telehealth Technology Coordinators at assigned Regional Hospitals. Responsible for establishing tracking and reporting metrics specific to the role. The position requires routine interaction with TTC's patients families Service lines leaders MTIC leaders hospital leaders and other stakeholders. The position works closely with as well as under the direction of the MedStar Telehealth Innovation Center and local hospital leadership (including but not limited to the CNO VPMA CNIO Patient Experience) on telehealth-related strategic planning creating and implementing patient experience initiatives optimizing administrative and clinical workflows and supporting other growth projects. These functions are performed in accordance with MedStar Health's philosophy policies procedures and standards.

Primary Duties and Responsibilities

• Contributes to the achievement of established department goals and objectives and adheres to department policies procedures quality standards and safety standards. Complies with governmental and accreditation regulations.
• Develops and recommends department operating budget and manages resources according to approved budget.
• Selects trains orients and assigns department staff. Develops standards of performance evaluates performance and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs provide feedback discuss new developments and exchange information.
• Responsible for facilitating care virtually by connecting requestors with the patient in-house via telehealth device and platform. Facilitates activities such as teleconsultation with remote providers remote rounding family video visits with or without the care team virtual interpreting services remote patient monitoring enrollments and all other applicable current & future in-house telehealth related initiatives.
• Collaborates effectively and serves as liaison with MedStar Telehealth Innovation Center and local hospital leadership including but not limited to the CNO VPMA CNIO and Patient Experience on telehealth-related strategic planning creating and implementing patient experience initiatives optimizing administrative and clinical workflows and supporting other growth projects.
• Leads and coordinates the workflow of the team to include training of new team members and being a resource to all team members. Conducts audits provides reporting ensures accuracy and meets individual as well as team deadlines.
• Ensures required tasks of TCC team are completed devices are maintained and documentation is accurate and timely. Stays in regular communication with TCC team local entity team and stakeholders. Ensures high-quality standards for all activities initiatives and tasks within designated area of responsibility.
• Acts as a resource for escalated issues. Responds efficiently and accurately explaining possible solutions and ensuring quality service is delivered. Guides TCC through trouble shooting and navigating device and technologies. Rounds in assigned regional hospitals to spread awareness and educate on telehealth initiative and services.
• Provides feedback to manager or reports any significant incidents. Exercises independent judgment with respect to real or potential problems and brings such matters to the attention of the appropriate party with recommended action. Gathers assembles and reports metrics identifying patterns in data and raising relevant issues to management.
• Proactively Identifies trends and/or other issues that may impact goals. Maintains knowledge of current best practices and industry standards in IS Security telecommunications and customer service excellence.
• Participates in meetings and on committees and represents the department and business unit in community outreach efforts.
• Participates in multi-disciplinary quality and service improvement teams.

Minimal Qualifications

Education

• Associate's degree required or
• Bachelor's degree preferred
• One year of relevant education may be substituted for one year of required work experience.

Experience

• 3 years' experience in a clinical and/or customer service setting. required and
• Supervisory experience preferred. Experience with EHR systems preferred. preferred

Knowledge Skills and Abilities

• Excellent problem-solving skills and ability to exercise independent judgment. Strong interpersonal and customer service skills. Strong critical thinking communication skills written skills organizational skills accountability/ownership and assertiveness. Ability to effectively multi-task and work under strict deadlines. Demonstrated problem-solving skills. Demonstrated organizational and time management skills. Comfortable working in a clinical setting and being exposed to high-risk conversations. Tech savvy and proficient in MS Office applications including Teams Outlook Word and Excel.

This position has a hiring range of USD $28.76 - USD $48.96 /Hr.