Patient Care Tech Telehealth - Virtual Practice Patient Support

Job Description

Description

Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

The Telehealth Patient Care Technician supports programs operated by Virtual Care Services including the UNC Health Virtual Practice and Acute Telepsychiatry. The technician provides essential clinical and technical support and care coordination for patients and care teams (providers, nursing and administrative staff) in our virtual programs. The technician must possess excellent customer service and organizational skills, comfort navigating technology and virtual care tools, and ability to effectively problem solve. The position requires CMA certification.

Responsibilities:

• Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition in all interactions with patients, families and care teams. Meets call quality standards.

• Works via work queue to complete patient support calls or coordinate virtual consultations based on program needs.

• Tests hardware functionality, audio and video connection, and network bandwidth connection with patients and care teams.

• Advises on best conditions to perform video visit and provides on demand troubleshooting support to patients and care teams as needed.

• Assists with My UNC Chart set up and patient navigation as needed.

• 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.

• Completes virtual rooming 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.

• Tracks and documents patient support sessions.

• Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers.

• Embraces continuous improvement. • Communicates cancellations to clinic as necessary.

• Additional Essential Responsibilities of Coordinator may include Serving in a preceptor role for new hires.

Schedule:

• 8hr shifts on a rotating schedule to include evenings, weekends and holidays.

• This is a hybrid position. Monday - Friday, daytime shifts are in the office in Chapel Hill, NC. All other shifts are work from home.

Other Information Education Requirements:

• Requires high school diploma or GED Licensure/Certification

• Clinical certification as CMA

Professional Experience Requirements:

• Prefer candidates with medical office experience as a CMA

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

• Proficiency with documentation in the Electronic Medical Record via computer

• Proficiency with Microsoft Office tools

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 [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.