Lead Patient Representative – Telehealth
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Job Description
Lead Patient Representative coordinating telehealth access operations at Cincinnati Children’s. Supporting patient services, quality auditing, compliance, and Agentic Voice AI monitoring.
Responsibilities:
- Serve as the lead operational resource for the Telehealth Patient Access team
- Support the Manager in maintaining daily operations and workflow efficiency for a team of three Patient Access Representatives
- Provide guidance, onboarding support, coaching, and day-to-day operational assistance to team members
- Monitor phone service levels, scheduling queues, inbox volumes, and workflow performance metrics
- Conduct routine call audits and quality reviews
- Review patient experience feedback and identify service improvement opportunities
- Monitor operational trends and recommend process improvements
- Support continuity of operations during high-volume periods, weather events, technical issues, and Telehealth downtimes
- Conduct call monitoring, auditing, and quality review activities for Digital Care
- Provide customer service to patients, families, providers, staff, and external agencies
- Support patient registration, scheduling, and access functions across multiple clinical divisions
- Monitor Telehealth and Telehealth Appointment inboxes
- Support Foster Care Telehealth workflows
- Investigate and resolve patient, provider, and customer concerns
- Escalate complex patient/provider access issues and facilitate resolution across departments
- Promote patient safety through accurate patient identification and verification procedures
- Maintain confidentiality, security, and integrity of patient, family, medical, and financial information
- Provide guidance regarding HIPAA and confidentiality best practices
- Ensure regulatory compliance with organizational policies and applicable requirements, including JCAHO, CMS, and ODH
- Complete compliance monitoring and auditing activities
- Assist with documentation and operational processes supporting regulatory readiness
Requirements:
- High school diploma or equivalent
- 5+ years of work experience in a related job discipline
- Proficiency with Microsoft 365 applications, including Microsoft Teams, Excel, PowerPoint, and Forms
- Experience creating or maintaining documentation
- Ability to prioritize multiple tasks and adapt in a fast-paced, evolving environment
- Strong customer service skills with experience supporting clinical, operational, or technical stakeholders
- Experience working with cross-functional teams to coordinate activities and resolve issues
- Knowledge of healthcare operations or clinical workflows
- Experience supporting virtual meeting platforms, collaboration tools, or Digital Care technologies
- Experience supporting telehealth, digital health, or healthcare technology solutions
Benefits:
- Additional pay may apply, including shift, on-call, or weekend differentials
- Benefits may apply
- Equal Opportunity Employer
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