Clinical Support Team Lead

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 accesstelecare.com to check us out.

The Opportunity

Access TeleCare is searching for dynamic and result oriented Clinical Support Tem Lead to accelerating patient care and assists with leading and motivating the team to follow the company’s care philosophy which is to improve patient outcomes by reducing the time to encounter. 

What You’ll Do

• Thorough understanding of the job responsibilities of the coordinator, dispatcher and agent roles
• Monitor and maintain the queue to ensure all calls are managed efficiently through the appropriate workflow
• Monitor and maintain the ticket queue used for provider assistance and ensure issues are being addressed according to response time expectations
• Meet and exceed service excellence metrics as outlined on the performance index scorecard.
• Exhibit a high degree of professionalism when interacting with healthcare facilities, physicians, co‐workers, and supervisors
• Required to be on‐call as needed, remain on duty after shift‐end, and respond to emergency situations at any time
• Perform all duties and responsibilities in a timely and effective manner in accordance with established company polices to achieve the overall objective of Clinical Support and this position
• Develop a collaborative and professional working relationship with all departments
• Notify immediate manager promptly of all issues and take prompt corrective action when necessary
• Encourage team engagement
• Foster a positive work environment to achieve the company’s mission, vision, and values
• Assist in creating and updating training material
• Mentor employees on best practices and procedures
• Support management with the research, implementation, and training of new technology and service lines
• Work with supervisor and management staff to resolve issues
• Other duties as assigned 

What You’ll Bring

• High School Diploma, GED or Equivalent Certification Required
• At least one year of experience working in a call center environment or healthcare or IT environment preferred 
• Strong 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
• Aptitude in problem solving.
• Desire to work as a team with a result driven approach.
• Ability to maintain confidentiality.
• Comply with all compliance and HIPAA requirements.
• Excellent phone/customer service skills along with high attention to detail
• Enthusiastic about being on the forefront of healthcare and impacting patient lives positively
• Flexibility and adaptability in a fast-paced environment 
• Proven ability to thrive in a high growth, fast-paced organization and 100% Remote based environment 
• Must be able to remain in a stationary position 50% of the time
• Occasional travel for meetings and collaboration 

Company perks:

• 100% Remote Work
• Health Insurance (Medical, Dental, Vision)
• Health Savings Account
• Flexible Spending (Medical and Dependent Care)
• Employer Paid Life and AD&D (Supplemental available)
• Paid Time Off

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 3 interviews via Zoom.

Access TeleCare, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.