Description
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Summary:
The Telehealth Patient Care Technician is the first
point of contact for the patient community and is a key role for successful patient virtual care. This position provides
technical & visit preparation support to patients in a virtual care
setting. This role assists patients to ensure they are prepared for their
virtual visit with guidance on navigating through My UNC Chart and technical
support for video and phone connection. The position requires some
medical/clinical background including but not limited to CMA, CNA, EMT, medical
technician, etc.. The Coordinator will assist with routine clinical support for
video visits in accordance with their medical/clinical training level.
Responsibilities:
1. Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations. Meets call quality standards.
2. Works with clinic and or work queue to schedule patient support calls prior to video visit.
3. Assists with My UNC Chart set up and patients’ navigation as needed.
4. Guides patients through process expected on day of virtual visit.
5. Tests audio, video connection, network bandwidth connection with patients.
6. Advises patients on best conditions to perform video visit; recommends telephone or in-person visit if requirements for successful video visit are not met.
7. Provides overview of patient guidelines for video visits.
8. Provides on-demand technology support & trouble shooting for patients when needed.
9. Ensures and verifies key patient information (insurance verification, patient and guarantor demographics, etc.) is current and accurate to ensure patient safety, charging, coding, insurance processing, and billing accuracy.
10. Tracks and documents patient support sessions.
11. May perform rooming and/or intake process pending clinical background. If appropriate for clinical training, may perform intake process including collecting patient reported data and documenting in medical record. Data may include vital signs, height, weight, and data related to patient’s reason for visit. Additionally, may collect patient and family data, including medical and social history. May review patient’s current medication list, allergies and preferred pharmacy. May reviews the patient record to determine whether patient requires any routine health screenings.
12. Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers.
13. Embraces continuous improvement.
14. Communicates cancellations to clinic as necessary. 15. Additional Essential Responsibilities of Coordinator may include: Serving in a preceptor role for new hires.
Other Information
Other information:
Education Requirements:
● Requires high school diploma or GED.
Licensure/Certification Requirements:
● CMA required.
Professional Experience Requirements:
● Prefer candidates with completion of clinical training.
Knowledge/Skills/and Abilities Requirements:
● Ability to perform the essential functions of the position as outlined above.
● Demonstrated effective communication and interpersonal skills.
● Demonstrated ability to engage positively with patients and families and to work as a team with staff and providers.
● •bility to use a computer to document required information into the electronic medical record.
● Ability to use computer to document required information in excel.
Job Details
Legal Employer: NCHEALTH
Entity: UNC Physicians Network
Organization Unit: Virtual Practice Patient Support
Work Type: Per Diem
Standard Hours Per Week: 4.00
Salary Range: $18.20 - $25.86 per hour (Hiring Range)
Pay offers are determined by experience and internal equity
Work Assignment Type: Remote
Work Schedule: Variable
Location of Job: US:NC:Chapel Hill
Exempt From Overtime: Exempt: No
This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Heath Care System. This is not a State employed position.
Qualified applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.
