Provide coordination and support for telehealth program. Provide basic information to patients/families, staff, physicians/faculty, and/or the community for questions related to the operations and administration of the program. Support the program by coordinating marketing, and internal and external communications. Track program metrics and goals and prepares internal reports. Coordinate the development and communication of policies and related informational materials to internal and/or external clients. Maintain records and prepares internal and external agency reports. Collaborate with other internal areas to ensure program efficiency. Generally works under the direct supervision of a program manager or department leader. May provide some administrative support such as arranging meetings, developing agendas, preparing meeting materials.
Perform various administrative functions of departmental operations while providing daily support on operational issues. Prepare and maintain necessary documentation. Request and orders office supplies or other miscellaneous items. Sort and distribute mail. Schedule meetings for appropriate staff and prepares/documents/scans, labels, photocopies, etc. Organize and maintain file/record system. May enter and/or analyze data. Ensure department staff has necessary documents for maintaining calendars, meetings, travel, etc. Make travel arrangements if necessary. Provide assistance for recruitment activities when needed. Completes special projects as requested. May perform cross-functional duties with related positions when needed. Function as department resource.
Be the primary face of telehealth center by being first point of contact for phone and email inquiries. Maintain/manage strong working relationships with clients, colleagues, and other key stakeholders. Respond to requests quickly and effectively. Identify and understand customer needs and expectations and meets them. Communicate any relevant information to clients, colleagues, and other key stakeholders.
·Safety and Career Development
Abide by all CCHMC policies and procedures. Continue to develop both professionally and personally taking advantage of ELM and other learning opportunities. Embody core standards and do whatever possible to ensure patient confidentiality and safety. Comply with all necessary CCHMC training.
Plan and coordinate telehealth programs within Center for Telehealth. Prioritize, take follow-up actions and complete other work. Anticipate and facilitate meeting the needs of patients and families within the telehealth programs.
Excellent analytical and problem-solving skills. Excellent verbal, written and interpersonal communication and listening skills. Ability to collaborate with both clinical and non-clinical personnel.
Ability to adapt to ambiguous work situations. Analytical ability sufficient to evaluate data, make judgments and recommendations. Relate to diverse age and demographic backgrounds.
Proficient knowledge of technology application, including Windows-based operating software systems and database entry. EPIC experience or experience with another EMR system is desirable.
Relationship Management/Customer Service-Exhibit knowledge of and ability to recognize corporate infrastructure, culture, existing programs and relationships. Demonstrate ability to express sincere compassion and empathy and understanding for patient'/family's experience and concerns. Be customer focused.