Job Details

Summary:
The Virtual Clinic Operations and Support Specialist plays a vital role in ensuring a seamless and supportive patient experience within our virtual clinic environment. This position directly impacts the success of our IOP/PHP programs by providing exceptional technology and program orientation, staff training, technical expertise, general troubleshooting, and administrative support.

Schedule: Monday through Friday, 10:30am to 7:00pm CST

Job Duties & Responsibilities:

Patient experience champion:

• Guide new patients through comprehensive onboarding, clearly explaining program expectations, telehealth tools, and navigating necessary paperwork.
• Facilitate timely and accurate completion of patient documentation while adhering to all privacy standards, including HIPAA compliance.
• Register patients, including check-in and check-out procedures.

Technical and logistical support:

• Master the clinic's telehealth platform and associated technologies, becoming the go-to expert for patients and staff.
• Offer real-time troubleshooting for connectivity issues and software navigation, ensuring minimal disruption to treatment sessions.
• Collaborate with IT (if applicable) for complex technical problems, actively seeking solutions.
• Coordinate ordering, timely distribution/mailing of clinic materials to patients and staff and manage inventory effectively.

Training, development and delivery:

• Contribute to the creation of training resources (manuals, videos, etc.) for the clinic's telehealth workflows and patient engagement tools.
• Confidently deliver training sessions for new staff and provide ongoing refreshers for the team.

Administrative Support:

• Support smooth clinic operations through scheduling, data management, and accurate reporting.
• Maintain meticulous records of patient interactions, training activities, and support requests.
• Actively participate in Rogers Improvement System events and process improvement initiatives.

Assist in promoting a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills.

• Be open to change and actively support change.
• Be open to others' ideas and points of view.

Promote department goals as well as the mission of Rogers Behavioral Health.

• Communicate goals to fellow staff members.
• Demonstrate measurable goal achievement.
• Maintain department policies and procedures.

Participate in committees, Rogers Operating System (ROS) team meetings, and team projects, as directed.

• Demonstrate punctuality and preparedness.
• Demonstrate effective communication skills.
• Demonstrate good organizational skills.
• Contribute in a positive, solution-focused manner.
• Attend department meetings as needed, actively participate in discussions, recognize and contribute to activities leading to improvement.

Conduct self in a professional manner.

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.
• Communicate with all individuals in a positive and professional manner.
• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.
• Communicate concerns and provide solutions for same.
• Attend outside seminars and/or educational classes to promote professional growth and meet continuing education requirements.
• Demonstrate a positive and professional attitude toward parties outside the hospital (i.e. academic partners, professional guest speakers etc.).
• Comply with Rogers Memorial Hospital policies and procedures, including Human Resources, Infection Control, and Employee Health policies and programs.
• Project a professional image by wearing appropriate, professional attire as defined in Rogers Memorial Hospital policy.

Perform other duties as assigned.

Additional Job Description:

Education/Training Requirements:

• Bachelor's degree or commensurate years of experience in healthcare, business or IT preferred
• Minimum of 1+ years of experience in a healthcare setting, preferably with some experience in behavioral health.
• Demonstrated experience in customer service or technical support roles.
• Experience with telehealth platforms and electronic health records (EHR).
• years of human resource experience or related experience
• Prior workers compensation claim experience is preferred
• Excellent communication skills, customer focus, and strong attention to details
• Self-starter attitude; comfortable with working independently
• Must be able to use critical thinking to effectively solve problems and must possess a high level of professionalism and confidentiality
• Understanding of addiction treatment modalities and terminology.
• Proficient with Microsoft excel
• Ability to work quickly and effectively in a fast-paced detail-oriented environment while adhering to deadlines.

With a career at Rogers, you can look forward to a Total Rewards package of benefits, including:

• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life/disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)

Through UnitedHealthcare, UMR and HealthSCOPE Benefits creates and publishes the Machine-Readable Files on behalf of Rogers Behavioral Health. To link to the Machine-Readable Files, please visit Transparency in Coverage (uhc.com)