Telemedicine Support Spec
Parkland

Job Info

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Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion.

Responsible for ensuring deployment and maintenance of virtual care operations for the entire organization. Tasks include site assessments, hardware deployment, training, onboarding, troubleshooting, presentations in group meetings, tactical planning for ongoing future development and direction, and overarching support for the virtual care initiative at Parkland.

Minimum Required Education:

- Bachelor's degree in healthcare administration, business administration, public administration, public health, program or project management, IT, health informatics, or a related field is required.

Minimum Required Experience:

- Two (2) years of customer support experience.

- Prefer knowledge of Telemedicine, EHR systems, applications and telemedicine hardware.

- Prefer experience in clinical setting.

Certification/Registration/Licensure:

- Certified Telemedicine/Telehealth Professional, preferred.

Skills or Special Abilities:

- Emotionally intelligent: demonstrates patience, understanding and empathy for a frustrated customer. Has a true desire to build a relationship with the customer.

- Problem solver: takes the initiative to reproduce the problem before navigating a solution by understanding not just what went wrong, but what action the customer is after.

- Good communicator: has a practiced grasp on how to reduce complex concepts into familiar, digestible terms for a customer, avoiding long-winded explanations and focusing on solving the issue quickly. Friendly, honest, and most importantly brief.

- Methodical: deliberate, detail-oriented with the ability to get to the heart of the problem. Regularly follows up with customer until their problem is resolved.

- Creative and resourceful: finds clever and fun ways to go the extra mile and wants to do so in the first place! Responsibilities

- Implement, support, train, and educate telemedicine capabilities in the healthcare organization

- Receive technical support, training, or education requests from internal users via phone, email, and online ticketing system.

- Interact with end-users in a professional and courteous manner, providing quality service.

- Accurately identify, evaluate and prioritize end-users¿ issues, requests and/or questions.

- Provide first level support and other documentation as necessary to aid in troubleshooting, resolving or reproducing the end-user issues or escalate as necessary.

- Document issues, requests and/or questions into ticketing system.

- Regularly communicate with end-users as to the status of open tickets.

- Perform post-resolution follow-ups to issues/requests.

- Increase productivity by continued improvement of knowledge level and troubleshooting procedures.

Job Accountabilities:

1. Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.

2. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.

3. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.

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