Lone Star Circle of Care Telemedicine Support Representative (Georgetown, TX) in Georgetown, Texas
Provide technical support to Lone Star Circle of Care (LSCC) patients for telemedicine appointments. Assist patients with device testing and basic troubleshooting steps. Under general supervision, exercises some discretion, makes routine decisions based on existing technical support guidelines and will assume other duties when assigned. Frequently interacts with the Patient Navigation Center Team, Clinical Staff and works under the supervision of the Associate Director of Patient Navigation Center.
Provide technical assistance (e.g., change default browser on mobile phone, check internet connection, enable camera and microphone, etc.) to patients prior to virtual appointments to ensure successful device testing and log in
Utilize a current LSCC electronic call center software system to assist patients via incoming and outbound calls.
Utilize an electronic practice management system for patient identification, data entry and scheduling.
Identify and guide patients through basic technical issues they may encounter prior to or after a telemedicine visit.
Perform data entry, making necessary updates to patient information, and telemedicine status, using an electronic practice management system (NextGen EPM)
Applies use of department manuals and reference tools
Recognize all red flag contact point and handle contacts according to multiple call flow scenarios and processes
All other duties as assigned
REQUIRED EXPERIENCE, EDUCATION, AND LICENSE:
High School diploma or GED preferred; additional work experience may be substituted in lieu of education
Minimum of three (3) years prior medical office or healthcare setting experience required OR one (1) year of LSCC Patient Navigation Center experience OR one year of administration experience at LSCC
Excellent computer skills and the ability to learn new computer programs efficiently
Meet OTTO Support Team Member new hire & competency checklist requirements
PREFERRED EXPERIENCE, EDUCATION, AND LICENSE:
Call center and or Information Technology Help Desk Experience
Bilingual English/Spanish language skills
External Company Name: Lone Star Circle of Care
External Company URL: http://www.lscctx.org/
Street: 205 E. University Ave