Managed Services Agent

Who we are:

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The 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. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. We are proud to be 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.

We love what we do and if you want to know more about our vision, mission and values go to to check us out.

What you'll be responsible for:

The Managed Service Agent is a specialized position performing multi‐channel emergency and routine consultation assignment for multiple service lines. The company's Consult Coordination Center (CCC) is a "virtual hospital", with both clinical and operational support teams dedicated to accelerating patient care. The Managed Service Agent is a specialized position performing multi‐channel emergency and routine consultation assignment for multiple service lines. The Managed Service Agent is responsible for receiving and prioritizing emergency and routine consultations across multiple service lines and specialties.

What you'll work on:

• Proficient in Managed Services functions and maintains an adept knowledge of all processes and procedures.
• Effectively and efficiently manage incoming consultations through CCC consultation lifecycle workflows processes
• Effectively and efficiently manage the patient rounding workflow daily
• Interacts with clinical and operational teams to prioritize and assign requesting emergency/ non‐emergency consultations for multiple services lines
• Uses established and approved protocols, workflows, and the computer‐aided dispatch system to evaluate the situation and take the appropriate actions. Test readiness of computer, cameras, and other related communications equipment
• Monitors and maintains queues to quickly prioritize and assign consultations to meet or exceed SLAs
• Demonstrate service excellence in meeting and exceeding all metrics
• Exhibit a high degree of professionalism at all times when interacting with the healthcare facilities, Physicians, co‐workers and supervisors
• May be required to be on‐call, remain on duty after shift‐end and respond to emergency situations at any time
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company polices to achieve the overall objective of the CCC and this position
• Maintains a favorable, collaborative and professional working relationship with all departments to ensure efficient working environment to achieve company's mission
• Keeps immediate supervisor promptly and fully informed of all issues or concerns and takes prompt corrective action where necessary
• Maintains a positive team spirit and fosters a positive organizational culture that aligns with the company values
• Performs other duties and responsibilities as required or requested

What you'll bring to Access TeleCare:

• High School Diploma, GED or Equivalent Certification Required
• At least one year of experience working in a call center environment or healthcare or IT
• Excellent 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
• Ability to learn software and systems
• Have excellent phone/customer service skills along with high attention to detail
• Enthusiastic about being on the forefront of healthcare and impacting patient lives positivel

Work Schedule and Environment:

• Work Schedule: 2nd shift 3pm-11pm EST/2pm-10pm CST
• This is a full-time position; est. 40 hours week
• Work Days: Thursday-Monday
• Days Off: Tuesday's and Wednesday's
• Paid Training: 2-4 weeks, 8am-5pm
• The consult coordination center operates 24/7 and does require weekends and holidays
• Frequent speaking and listening using a headset
• Sitting for an extended period of time
• Extended periods of time looking at computer monitor
• Repetitive use of hands/fingers across keyboard
• High growth, fast paced organization
• Must be able to remain in a stationary position 50% of the time.

Company perks:

• 100% Remote
• Health Insurance (Medical, Dental, Vision)
• Health Savings Account
• Flexible Spending (Medical and Dependent Care)
• Employer Paid Life and AD&D (Supplemental available)
• Paid Vacation and Sick Leave, Wellness Days, and Paid Holidays

About our recruitment process:

We don't expect a perfect fit for every requirement we've outlined. If you can see yourself contributing to the team, we would like to speak with you. You can expect up to 2 interviews via Zoom

Access TeleCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, or veteran status.

Work Schedule: 2nd shift 3pm-11pm EST/2pm-10pm CST

This is a full-time position; est. 40 hours week

Work Days: Thursday-Monday

Days Off: Tuesday's and Wednesday's