Pediatric Associates Hiring for Lead,Telemedicine at Plantation, Florida Full Time

PRIMARY FUNCTION: The Telehealth Triage Lead will be responsible for leading a team of Telehealth Triage agents and Medical Assistants by handling all escalated triage concerns and communications with other departments such as the Patient Contact Center and Scheduling during their shift.

REPORTS TO: Manager, Telehealth Triage

SUPERVISORY RESPONSIBILTIES: This position will not have any direct reports however will lead a team of Telehealth Triage agents and Medical Assistants, as well as assist with on-boarding and training and development.

FLSA STATUS: Non- Exempt

ESSENTIAL FUNCTIONS OF THE JOB: (This list may not include all of the duties that may be assigned.)

• Responsible for the primary greeting of video telemedicine patients with triaging appropriate complaint, verifying correct patient and entry door on video platform, and transferring to appropriate clinician if necessary.

• Point person for complex questions or concerns requiring escalation. Delegates tasks to the team on the shift and manages the day to day operations.

• Collaborate with the Telehealth Triage Manager to provide feedback for evaluations and annual performance reviews and address staffing concerns.

• Schedule follow up visits for patients per clinicians’ requests using scheduling protocols and policies.

• Maintain constant communication with the medical offices, practice managers, lab staff and Patient Contact Center staff / managers to address patient complaints, scheduling errors or emergent clinician communication.

• Assists Telehealth Triage Manager with the on-boarding, training and continuing education protocols for current and new triage staff members.

• Help troubleshoot any IT issues for staff and telehealth clinicians and work with IT to optimize triage staff’s access.

• Work with American Well, Tyto and any other telemedicine platforms to optimize the triage workflow during specified shift.

• Help coordinate clinician schedules with the telehealth leadership as it relates to Qgenda and corresponding templates on XPM. Address any urgent clinician requests and verify that clinician breaks are taken at the appropriate time.

  PERFORMANCE REQUIREMENTS:

  Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy, Federal, State, and local regulations.

  TYPICAL WORKING CONDITIONS:

  This position may be entirely remote (indoor work) and requires sitting for long periods.

  Other Physical Requirements:

  Vision

  EDUCATION: High School Diploma or equivalent required.

  LICENSURE/CERTIFICATION : MA Diploma or Certification preferred.

  EXPERIENCE: Minimum 1 year of experience in telehealth triage preferred. Previous Healthcare experience required.

  KNOWLEDGE, SKILLS & ABILITIES:

  Must possess strong verbal communication and be comfortable calling / speaking to patients, clinicians and staff members. Must have the ability to multi task

  Must work well with others and be comfortable leading a growing department.