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.
Primary Purpose
Responsible for ensuring deployment and maintenance of Virtual Care operations for the Parkland Health enterprise. Virtual Care at Parkland includes telemedicine, telemonitoring and telecommunication. 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. Support includes both the clinicians utilizing this technology as well as the patients.
Minimum Specifications
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.
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, adept at helping cool down situations where patients or staff may be frustrated or confused. 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. Can adapt communication style and education-level based on the individual and situation. Motivational: will need to give “elevator speeches” to get staff and patients excited about digital initiatives. 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. Knows how to follow the steps to fully evaluate why a telemedicine visit or device failed. Independent and self-motivated: This individual will support multiple care areas and will need to determine the right cadence of checking in and of which areas and items need more attention. Creative and resourceful: finds clever and fun ways to drive engagement and 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 or email. Interact with staff, clinicians, leaders, and patients in a professional and courteous manner, providing quality service. Accurately identify, evaluate, and prioritize issues, requests and/or questions identified by staff, clinicians, leaders, and patients. Provide first level support to aid in troubleshooting, resolving, reproducing, and/or educating the staff, clinicians, leaders, and patients. Communicate concerns, issues, requests, and opportunities to Virtual Care leadership. Document issues, requests and/or questions into ticketing system, as appropriate for IT involvement. Regularly communicate with staff, clinicians, and leaders 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. Advocate for care equity by assisting and educating patients and their family members on virtual care opportunities.
Job Accountabilities
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. 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. 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. As part of our commitment to our patients and employees’ wellness, Parkland Health is a tobacco and smoke-free campus.