The Medical Telecommunications Associate provides excellent, customer-focused service to Inova’s patients, medical professionals and the community. Screens patient calls to determine their need and makes recommendations as necessary. Provides education on Inova tools and portals. Communicates effectively and efficiently with Inova medical professionals and its affiliates. Serves as a liaison between Inova and other healthcare organizations to provide approved patient information by ensuring all communication is PHI and PII compliant. Provides secondary support to Inova services and programs. Handles all emergency response protocol for both medical and public safety. Serves as tier one support for enterprise paging system and associated web portal.
Job Responsibilities
- Communicates with Inova’s patients, medical professionals and the community in a calm, professional and caring manner; Answer incoming calls for all Inova Hospitals and department call center queues.
- Processes patient information requests per Inova and HIPAA policies; Assess and attain customer’s needs, make recommendations in accordance to departmental protocols and algorithms; Processes customer requests within established department guidelines.
- Utilizes the call center database and Inova web resources to provide the most up to date information to community customers; Utilizes web resources to educate patients/customers on Inova services and patient portals.
- Triages program patient calls and page physician on-call; Utilizes on-call scheduling to directly relay time sensitive information to the appropriate medical professional.
- Communicates all patient care emergencies to appropriate teams with accuracy; Communicate Inova Facility and Security alerts to registered team member and Inova affiliates via the Inova text alert system.
- Maintains accurate documentation of all executed events for reporting and discovery purposes, in accordance with Inova policies.
- Utilizes the call center database’s functionalities and resource tools all center phone system, PA system and back-up phone system, paging system, smart phone paging apps and handheld paging devices, and Inova text alert system’s functionalities and resource tools.
- Performs daily, weekly and monthly equipment checklists; Performs monthly status checks on back-up equipment and participates in monthly downtime exercises; Initiates troubleshooting protocols when devices are not working as expected.
- Compiles reportable incidents on a single shift report and distributes report to entire team; Provides updates to incoming shift.
- Assists with coaching and mentoring new team members; Assist with department and system wide projects and ensure timelines are met; Meets department metrics and skill standards; Attend department team member meetings.
- Utilizes email system as a resource for general information, active events and notifications of major system outages throughout the organization; Reads and responds to emails in a timely manner.
- In the absence of a Team Leader, serves as the first line of support for team members on assigned shift and escalated issues related to customer concerns.
- Utilizes the IT Ticketing portal’s functionalities and resource tools; In the absence of onsite tech support, serves as the intake liaison and processes damaged equipment, submits an IT ticket when appropriate and provides loaner devices when needed.
- May perform additional duties as assigned.
Schedule: Friday-Monday 7am-3:30pm
Additional Requirements
Experience - 1 year of customer service experience in a Healthcare environment.
Education - High School diploma or equivalent
We are Inova, Northern Virginia’s leading nonprofit healthcare provider. Every day, our 24,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we're a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we're constantly striving to be ever better — to shape a more compassionate future for healthcare.
Inova Health System is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.
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