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Telemedicine Support Specialist
2 months ago
We are seeking a highly skilled and motivated Telemedicine Support Specialist to join our team at Parkland Health and Hospital System. As a key member of our Virtual Care Operations team, you will be responsible for ensuring the smooth deployment and maintenance of our telemedicine capabilities.
Key Responsibilities- Implement and support telemedicine capabilities across the healthcare organization.
- Provide technical support, training, and education to internal users.
- Interact with staff, clinicians, leaders, and patients in a professional and courteous manner.
- Accurately identify, evaluate, and prioritize issues, requests, and questions from staff, clinicians, leaders, and patients.
- Provide first-level support to aid in troubleshooting, resolving, reproducing, and educating staff, clinicians, leaders, and patients.
- Communicate concerns, issues, requests, and opportunities to Virtual Care leadership.
- Document issues, requests, and questions into a ticketing system, as appropriate for IT involvement.
- Regularly communicate with staff, clinicians, and leaders on the status of open tickets.
- Perform post-resolution follow-ups to issues and 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.
- Bachelor's degree in healthcare administration, business administration, public administration, public health, program or project management, IT, health informatics, or a related field.
- Two years of customer support experience.
- Prefer knowledge of telemedicine, EHR systems, applications, and telemedicine hardware.
- Prefer experience in a clinical setting.
- Certified Telemedicine/Telehealth Professional, preferred.
- Emotionally intelligent: demonstrates patience, understanding, and empathy for a frustrated customer.
- Problem solver: takes the initiative to reproduce the problem before navigating a solution.
- Good communicator: has a practiced grasp on how to reduce complex concepts into familiar, digestible terms for a customer.
- Motivational: will need to give presentations to get staff and patients excited about digital initiatives.
- Methodical: deliberate, detail-oriented with the ability to get to the heart of the problem.
- Independent and self-motivated: will support multiple care areas and 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.
Parkland Health and Hospital System is a tobacco and smoke-free campus. We are an equal opportunity employer and prohibit discrimination based on age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.
