Lead Patient Representative - Telehealth

Accountabilities: Serve as the lead operational resource for the Telehealth Patient Access team, supporting daily workflows and helping maintain efficient service delivery. Provide onboarding assistance, coaching, guidance, and day-to-day support to Patient Access Representatives while partnering with management on team coordination. Monitor phone service levels, scheduling queues, inbox volumes, workflow performance, and other operational metrics to identify trends and potential issues. Conduct call audits and quality reviews, evaluating interactions for accuracy, consistency, compliance, service quality, and patient experience. Review patient feedback and operational trends, identify recurring challenges, and recommend process improvements to leadership. Support patient registration, scheduling, access, and related telehealth workflows across multiple clinical divisions. Monitor telehealth-related inboxes and ensure patient, provider, and customer inquiries receive timely and appropriate responses. Investigate and resolve patient and provider concerns, escalating complex access issues when necessary and coordinating resolution across departments. Support continuity of operations during high-volume periods, technical disruptions, weather events, and telehealth downtime. Conduct quality monitoring and auditing activities related to digital care and Agentic Voice AI, documenting findings and escalating concerns appropriately. Promote patient safety by ensuring accurate patient identification, following verification procedures, recognizing special needs, and escalating potential risks. Protect the confidentiality, security, and integrity of patient, family, medical, and financial information in accordance with HIPAA and organizational requirements. Support compliance with applicable regulatory and accreditation requirements, including JCAHO, CMS, ODH, and other governing standards. Complete compliance monitoring and auditing activities, maintain supporting documentation, identify corrective-action opportunities, and communicate findings to leadership. Requirements High school diploma or equivalent. At least 5 years of experience in a related professional discipline. Proficiency with Microsoft 365 applications, including Microsoft Teams, Excel, PowerPoint, and Forms. Strong customer service skills and the ability to support patients, families, providers, staff, and external stakeholders professionally. Excellent organization, prioritization, and time-management skills, with the ability to manage multiple responsibilities in a fast-paced and evolving environment. Demonstrated ability to provide guidance, coaching, onboarding support, or operational leadership to colleagues. Strong analytical and problem-solving abilities, including the capacity to identify operational trends, investigate issues, and recommend practical solutions. Strong written and verbal communication skills and the ability to collaborate effectively with cross-functional teams. Experience creating, maintaining, or reviewing operational documentation is preferred. Experience in healthcare operations, clinical workflows, telehealth, digital health, or healthcare technology is preferred. Experience supporting virtual meeting platforms, collaboration tools, or digital care technologies is an advantage. Familiarity with regulatory compliance, patient privacy, HIPAA, and healthcare quality processes is beneficial. Benefits Remote, full-time position with a 40-hour workweek and daytime schedule. Expected starting pay range of $22.79–$28.53 per hour , based on experience, skills, and internal equity. Comprehensive benefits and employee programs. Opportunity to work in a telehealth environment focused on improving access to care for children and families. Exposure to digital care technologies, operational innovation, and responsible use of AI. Opportunities to develop leadership, quality assurance, patient access, and healthcare operations expertise. Reasonable accommodations available for qualified individuals with disabilities throughout the application process.