What are the responsibilities and job description for the TELEHEALTH ASSISTANT position at Care Resource?
ESSENTIAL JOB RESPONSIBILITIES
Primary telemedicine customer service representative, communicating within HIPAA guidelines via phone, video, email, voicemail, fax and text.
Assists IOM with accurate and timely billing and review of sliding fee
Obtains medical records preceding TH encounters and monitors quality measures
Ensures TH procedures are followed
Tracks and organizes patient and provider communications using various electronic systems.
Communication with patients, professional associates and potential referral sources to enhance service and relationships.
Support providers with administrative tasks related to care coordination and patient encounters, entering patient medical history and pharmacy information, patient labs and radiology orders, doctors’ notes, and prescriptions.
Maintain accurate patient records, track patient encounters and promptly respond to patient and provider messages.
Develop and implement new processes to ensure we deliver high quality care to our patients
Provide engagement, screening, telehealth education, and problem resolution to patients as needed.
Ability to build trust and act with authenticity to cultivate a culture of integrity, inclusion, and mutual respect.
Participate in training/competency, and facilitate orientation of new telehealth employees
Maintain confidentiality with all patient information
Safety
Maintains agency guidelines relating to safety, outreach and confidentiality.
Ensures proper hand washing according to Joint Commission and Centers for Disease Control and Prevention guidelines.
Understands and appropriately acts upon assigned role in Emergency Code System.
Understands and performs assigned role in Health Center Continuity of Operations Plan (COOP).
Culture of Service: 3 C’s
Compassion
Greets internal or external customer (i.e. patient, client, staff, vendor) with courtesy, making eye contact, responding with a proper tone and nonverbal language
Listens to internal or external customer (i.e. patient, client, staff, vendor) attentively, reassuring an understanding of the request and providing appropriate options or resolutions
Competency
Provides services required by following established protocols and when needed, procures additional help to answer questions to ensure appropriate services are delivered
Commitment
Takes initiative and anticipates internal or external customer needs by engaging them in the process and following up as needed
Prioritize internal or external customer (i.e. patient, client, staff, vendor) requests to ensure prompt and effective response is provided
Other:
Participates in agency development activities as requested.
Other duties as assigned.
JOB SPECIFICATIONS
Education:
Bachelors degree preferred or equivalent work experience.
Training and Experience:
Tech savvy with a minimum of 1 year experience with an EMR System Knowledge of HEDIS data chart abstraction methods (retrieval, review, abstraction of medical records and completion of health plan review form submissions).
Knowledge base of clinical and preventive health standards of care, promoting wellness, and of acute and chronic diseases/conditions within the primary care setting.
Experience working in Medicaid and/or Medicare health care and insurance industry, including regulatory and compliance requirements. Performance involves weighing and evaluating factors requiring judgment, written / analytical ability, and problem solving.
Job Knowledge and Skills:
Bilingual (English Spanish) is preferred. Computer knowledge should include Microsoft programs and familiarity with electronic health records. Excellent organizational, communication, problem-solving and teamwork skills are required. Ability to work independently and handle stress appropriately. Ability to work cooperatively with medical, pharmacy and other supporting staff. Ability to work with multicultural and diverse population is required.
Contact Responsibility:
The responsibility for internal and external contacts is frequent and important.
Own transportation is required.
Physical Requirements
This work requires the following physical activities: constant talking in person, talking on the phone, hearing/visual acuity and exposure to blood borne pathogens and hazardous materials. Frequent, walking, sitting and bending. Occasional standing, driving and climbing may be required. Work is performed in office settings.
