Clinical Support Team Lead-Night Shift (Remote)

Company Overview: Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. Access TeleCare provides healthcare teams with... industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. The company was the first provider of acute clinical telemedicine services to earn The Joint Commission?s Gold Seal of Approval and has maintained that accreditation every year since inception. Position Summary: Access TeleCare provides on-demand encounters to hospitals nationwide. The Clinical Support team is dedicated to accelerating patient care. The Team Lead will assist with leadership and motivation. The team lead will be proficient in the functions of Clinical Support and is able to support the team to manage encounters effectively and efficiently through the workflow processes. Description of Duties/Essential Functions: ? Thorough understanding of the job responsibilities of the coordinator, dispatcher and agent roles. ? Monitor and maintain the queue to ensure all calls are managed efficiently through the appropriate workflow. ? Meet and exceed service excellence metrics as outlined on the performance index scorecard. ? Exhibit a high degree of professionalism when interacting with healthcare facilities, physicians, co-workers, and supervisors. ? Required to be on-call as needed, remain on duty after shift-end, and respond to emergency situations at any time. ? Perform all duties and responsibilities in a timely and effective manner in accordance with established company polices to achieve the overall objective of Clinical Support and this position. ? Develop a collaborative and professional working relationship with all departments. ? Notify immediate manager promptly of all issues and take prompt corrective action when necessary. ? Encourage team engagement. ? Foster a positive work environment to achieve the company?s mission, vision, and values. ? Assist in creating and updating training material. ? Mentor employees on best practices and procedures. ? Support management with the research, implementation, and training of new technology and service lines ? Work with supervisor and management staff to resolve issues. ? Perform other duties as required. Supervisory Responsibilities: ? N/A Education and/or Experience: ? High School Diploma, GED or Equivalent Certification Required ? At least one year of experience working in a call center, healthcare, or IT environment preferred. Knowledge, Skills, and Abilities: ? Strong communications skills (written and oral) as well as demonstrate the ability to work effectively across departments. ? Demonstrated proficiency with Microsoft office programs, communication, and collaboration tools in various operating systems. ? Aptitude in problem solving. ? Desire to work as a team with a result driven approach. ? Ability to maintain confidentiality. ? Comply with all compliance and HIPAA requirements. ? Excellent phone/customer service skills along with high attention to detail ? Enthusiastic about being on the forefront of healthcare and impacting patient lives positively ? Flexibility and adaptability in a fast-paced environment Work Environment: ? Remote based environment ? Extended periods of sitting at a desk and working on a computer ? Full-time position; estimated 40 hours week. ? Consult Coordination Center operates 24/7 and does require weekends and holidays. ? Frequent speaking and listening using a headset. ? Repetitive use of hands/fingers across keyboard ? High growth, fast paced organization Benefits Include: ? Health Insurance (Medical, Dental, Vision) ? Health Savings Account ? Flexible Spending (Medical and Dependent Care) ? Employer Paid Life and AD&D (Supplemental available) ? Flexible Vacation, Wellness Days, and Paid Holidays The above information in this job description has been designed to indicate the general nature and level of work performance by employees within this position. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employee assigned to this job. AAP/EEO Statement: Access TeleCare, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. a division of Access TeleCare

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