Medical Support Assistant (Telehealth Clinical Technician)

Job Description

Job Description

Full Time or Part Time :

Full time

Pay Rate : Location :

Location :

Durham, NC, 27705

Language Requirements :

Write, Read, and speak English fluently

Job Overview :

The Medical Support Assistant (Telehealth Clinical Technician) plays a crucial role in ensuring the efficient scheduling and management of telehealth services.

This role involves interacting with clinical staff, patients, and families to facilitate timely appointments, maintain accurate medical records, and uphold the highest standards of customer service and confidentiality.

The ideal candidate will demonstrate a commitment to the values of Integrity, Commitment, Advocacy, Respect, and Excellence (ICARE) and possess strong organizational skills to manage a variety of telehealth support tasks effectively.

Experience Requirements :

• Scheduling Productivity :
• Complete a minimum of 20 scheduling actions per day, with productivity adjusted based on clinic needs.
• Resolve appointment issues such as no-shows or cancellations within 2 business days.
• Attempt scheduling actions within three (3) business days of receipt of order from the provider.
• Ensure RTC orders on the hub side for designated spoke sites reflect scheduling attempts within the 3-business-day timeframe.
• Customer Service :
• Consistently demonstrate ICARE values.
• Maintain no more than two (2) valid, substantiated complaints from internal or external customers per quarter.
• Privacy and Confidentiality :
• Adhere to policies and procedures regarding patient and medical record confidentiality.
• Safeguard medical records by maintaining physical and electronic security.
• Follow appropriate guidelines when releasing confidential information.
• National Tele Oncology Clinic Profile Management :
• Complete grid access requests promptly for both opening and closing availability.
• Experience with mandatory training for compliance with clinic profile management roles.
• Ensure accuracy in approved provider grid changes with both HUB and Spoke sites.
• Maintain no more than four (4) valid substantiated clinic profile errors per quarter.
• Remote Telehealth Support :
• Provide self-directed support to clinical staff, patients, and families throughout the continuum of care.
• Manage requests for information and meet performance expectations.
• Respond to inquiries and messages in a timely manner.
• Schedule patient appointments per Directive 12 and manage updates for cancellations and rescheduling.
• Review telehealth workload for accurate capture and inform relevant staff of necessary actions.
• Offer administrative and technical support for the department / section as needed.

Experience Preferences :

N / A

Physical Requirements :

Education Requirements :

• Current, full, and unrestricted license to practice medicine or nursing in any U.S. State, Territory, or Commonwealth, or the District of Columbia.
• No history of restricted, suspended, revoked, voluntarily revoked, or denied licenses.
• Certified in Basic Life Support (BLS) and Advanced Cardiac Life Support (ACLS), or equivalent.
• Maintain up-to-date certification and provide annual documentation.
• Provide copies of Continuing Medical Education (CME) or Certified Education Unit (CEU) as required.

Education Preferences :

N / A

Training Schedule : Schedule :

Schedule :

• Monday - Friday, 8 : 00 AM - 4 : 30 PM ET
• 80 hours every two weeks
• Closed on weekends and closed on all Federal Holidays
• Normal clinic hours are MON-FRI, 8 : 00 am -4 : 30 pm ET, with potential revisions as deemed necessary by the Chief Medical Officer.

Dress Code : Benefits :

Benefits :

Additional Information :

Drug screening, background and reference checks are performed if required. Valid identification and reliable transportation are required.

We are an E-Verify employer. We will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

Our employees are authorized to work in the United States.