Description
General Summary of Position
Schedule: Saturday-Wednesday (days off are Thursday and Friday)
The individual in this position serves as the Telehealth Technology Supervisor for MedStar Health in assigned regional hospitals. Responsible for hiring, on-boarding/training, supervising, supporting, and filling in for Telehealth Technology Coordinators at assigned Regional Hospitals. Responsible for establishing, tracking, and reporting metrics specific to the role. The position requires routine interaction with TTC's, patients, families, Service lines leaders, MTIC leaders, hospital leaders and other stakeholders. The position works closely with, as well as under the direction of the MedStar Telehealth Innovation Center and local hospital leadership (including but not limited to the CNO, VPMA, CNIO, Patient Experience) on telehealth-related strategic planning, creating, and implementing patient experience initiatives, optimizing administrative and clinical workflows, and supporting other growth projects. These functions are performed in accordance with MedStar Health's philosophy, policies, procedures, and standards.
Primary Duties and Responsibilities
Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Complies with governmental and accreditation regulations.Develops and recommends department operating budget and manages resources according to approved budget.Selects, trains, orients, and assigns department staff. Develops standards of performance, evaluates performance, and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs, provide feedback, discuss new developments, and exchange information.Responsible for facilitating care virtually by connecting requestors with the patient in-house via telehealth device & platform. Facilitates activities such as: teleconsultation with remote providers, remote rounding, family video visits with or without the care team, virtual interpreting services, remote patient monitoring enrollments and all other applicable current & future in-house telehealth related initiatives.Collaborates effectively and serves as a liaison with MedStar Telehealth Innovation Center and local hospital leadership, including but not limited to the CNO, VPMA, CNIO, and Patient Experience on telehealth-related strategic planning, creating, and implementing patient experience initiatives, optimizing administrative and clinical workflows, and supporting other growth projects.Leads and coordinates the workflow of the team to include training of new team members and being a resource to all team members. Conducts audits, provides reporting, ensures accuracy, and meets individual as well as team deadlines.Ensures required tasks of TCC team are completed, devices are maintained, and documentation is accurate and timely. Stays in regular communication with TCC team, local entity team, and stakeholders. Ensures high-quality standards for all activities, initiatives, and tasks within designated area of responsibility.Acts as a resource for escalated issues. Responds efficiently and accurately, explaining possible solutions and ensuring quality service is delivered. Guides TCC through trouble shooting and navigating device and technologies. Rounds in assigned regional hospitals to spread awareness and educate on telehealth initiative and services.Provides feedback to manager or reports any significant incidents. Exercises independent judgment with respect to real or potential problems and brings such matters to the attention of the appropriate party with recommended action. Gathers, assembles and reports metrics, identifying patterns in data and raising relevant issues to management.Proactively Identifies trends and/or other issues that may impact goals. Maintains knowledge of current best practices and industry standards in IS Security, telecommunications, and customer service excellence.Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.Participates in multidisciplinary quality and service improvement teams and maintains effective working relationships with other departments.
Minimum Qualifications
Education
- Associate's degree required
- Bachelor's degree preferred
- Equivalent combination of education and relevant experience may be substituted.
Experience
- 3-4 years in a clinical and/or customer service setting required
- Supervisory experience preferred. Experience with EHR systems preferred
Knowledge, Skills, and Abilities
- Excellent problem-solving skills and ability to exercise independent judgment. Strong interpersonal and customer service skills. Strong critical thinking, communication skills, written skills, organizational skills, accountability/ownership, and assertiveness. Ability to effectively multi-task and work under strict deadlines. Demonstrated problem-solving skills. Demonstrated organizational and time management skills. Comfortable working in a clinical setting and being exposed to high-risk conversations. Tech savvy, and proficient in MS Office applications, including, Teams, Outlook, Word, and Excel.
This position has a hiring range of $28.2 - $47.3
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