Telehealth Program Coordinator

Job Summary:

The Telehealth Coordinator position at WestCare Foundation is a key role in our leadership team, responsible for delivering high-quality clinical services and enhancing engagement through telehealth to ensure a positive client experience.

This position requires strong organizational skills, flexibility, excellent customer service skills, and the ability to navigate multiple technology platforms.

The Telehealth Coordinator will collaborate with the Chief Information Officer to support, train, and champion telehealth across WestCare Foundation, INC.

Key Responsibilities:

• Embody the mission, vision, guiding principles, clinical vision, and goals of WestCare Foundation.
• Serve as the primary contact for telehealth services to clients and participants.
• Develop and execute a robust telehealth program for WestCare Tennessee.
• Develop and execute standard operation procedures (SOP) for WestCare Tennessee telehealth services.
• Supervise, manage, and facilitate the use of telehealth technology with staff to provide healthcare services remotely.
• Provide technical support to staff to ensure that telehealth equipment and software are functioning correctly.
• Schedule, coordinate, and organize telehealth monthly meetings with staff.
• Conduct staff telehealth trainings/orientations monthly and/or quarterly.
• Develop in-service training programs on a scheduled basis with staff.
• Implement continuous professional improvements for staff.
• Develop educational material for clients and participants on how to use telehealth technology services at WestCare Tennessee.
• Implement the ongoing management of telehealth technologies for the organization.
• Integrate with existing systems.
• Use videoconferencing, electronic health records (EHR), and other software to coordinate and connect staff, resources, clients/participants, and providers.
• Implement solutions to any telehealth challenges and/or barriers that may arise.
• Implement privacy and security protocols to maintain confidentiality and security of client/participant information.
• Assist in certain operational aspects of providing telehealth services, including billing, data quality reviews, and EHR implementations.
• Perform routine quality assurance checks to monitor the quality of telehealth services.
• Keep staff and the Regional Administrator informed by communicating telehealth rules, regulations, policies, and procedures.
• Function as the liaison between clients/participants, healthcare providers, and IT departments.
• Train and educate healthcare providers on how to use telehealth systems effectively.
• Complete mandatory documentation within timelines established by applicable regulations.
• Submit completed eLearnings, trainings, and professional development trainings as assigned.
• Attend necessary monthly integrated staff meetings to coordinate care and services.
• Submit weekly reports on development to the TN Regional Administrator.
• Perform additional tasks that support a productive office workflow as deemed necessary by the TN Regional Administrator.

Qualifications:

To perform this job successfully, an individual must be able to perform the duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Three to Five (3 to 5) years of experience in a comparable role is required.

At least one (1) year of experience in behavioral health, social services, or a related industry is required.

Must be a team player.

Possess the highest level of professionalism with the ability to maintain confidentiality.

Be honest and ethical, verifiable through character references.

Must have the demonstrated ability to exercise good judgment and discretion.

Must have strong analytical and critical thinking skills.

Must have strong attention to detail and accuracy, excellent organizational skills, and the ability to prioritize, coordinate, and simultaneously maintain multiple projects with an elevated level of quality and productivity.

Must have strong customer service skills and be able to balance the needs of concurrent projects and work effectively with cross-functional teams.

Must have excellent verbal and written communication skills, including the ability to effectively explain complex technical concepts and issues to non-technical and business audiences.

Must have a demonstrated high-level of proficiency with applicable technologies, including videoconferencing software and equipment, electronic health record systems, and Microsoft Office applications.

Must learn quickly in a highly technical and continually changing environment.

Must have the ability to work independently as well as collaboratively with others in a manner that is pleasant and professional.

Must be approachable, flexible, and adaptable to change.

Must have a willingness to seek out opportunities and contribute ideas and efforts toward the constant improvement of WestCare services and processes.

Ability to maintain regular and consistent attendance.

Understand HIPAA, adherence to the highest standard of ethical conduct, especially to standards governing confidentiality and consumer rights.

Must be culturally/linguistically sensitive to populations served.

Certifications/Licenses:

HIPAA and/or HITECH Certification is preferred.

Valid driver's license is required.

Education:

Bachelor's degree, preferably in information systems, medical technology, or health sciences, or equivalent experience is preferred.

Experience and Competencies:

A minimum of three (3) years of relevant experience, preferably in the healthcare industry.

Working Conditions:

Work is performed primarily in a professional office or program setting.

Some outdoor activities and travel will be required.

Some travel will be required to trainings and conferences.

Regular and prompt attendance is required throughout employment.

Completion of job duties may require working after normal working hours.

Essential Physical and Mental Demands of the Job:

The employee must be able to perform the following essential duties and activities with or without accommodation.

Physical Demands:

Requires mobility and physical activity:

Having an adequate range of body motion and mobility to work in an office, including standing and walking (even and uneven surfaces), sitting for extended periods of time, bending, twisting, reaching, balancing, occasional lifting and carrying of up to thirty pounds.

Use of computer and telephone systems is required, which includes coordination of eye and hand, and fine manipulation by the hands (typing, writing, and working with files).

Requires talking:

Expressing or exchanging ideas by means of the spoken word.

Talking is required to impart oral information to employees, clients, patients, and the public, and in those activities in which the employee is required to convey detailed or important spoken instructions to others accurately, loudly, or quickly.

Requires hearing:

Hearing is required to receive and communicate detailed information through oral communication.

Requires seeing:

Clarity of vision at 20 inches or less and at distance.

This factor is required to conduct computer operations or complete paperwork for many essential job functions.

Mental Demands:

Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions.

Requires the ability to work and cooperate with clients, participants, co-workers, managers, the public, and employees at all levels in order to exchange ideas, information, instructions, and opinions.

Requires the ability to work under stress and in emotionally charged settings.

The ability to defend oneself and clients in mentally/verbally abusive situations using approved mental/verbal de-escalation techniques.