Yale New Haven Health Urgent Care is looking for a strong leader to join our Telehealth Team in a Lead Role. This position serves as a shift supervisor for telehealth operations, overseeing day-to-day workflows and supporting both telehealth associates, telehealth providers, and at times in-center team members.
Candidates MUST reside in Connecticut to attend in-office meetings.
The Lead serves as a resource for both clerical and clinical processes. Responsibilities include, but are not limited to:
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Serving as “air traffic control” for patient throughput, ensuring a seamless experience
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Overseeing team chats and communications
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Troubleshooting and escalation in real time
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Problem solving and de-escalating patient concerns
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Maintaining positive interpersonal relationships with all community members
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Answering phone calls and responding to emails promptly and professionally
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Managing lab and imaging orders, including ensuring provider follow up or sc
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Holding daily huddles and monthly department meetings
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Completing audits and reporting
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Maintaining accurate and HIPAA compliant records
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Assisting management with scheduling and additional operational tasks as needed
We are looking for someone who:
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Is personable, proactive, enthusiastic, and a go-getter
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Genuinely enjoys working with others, including direct communication with team members and patients
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Holds themselves and others accountable
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Remains professional always
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Has extensive customer service experience
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Can multitask and manage time effectively and autonomously
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Thrives in a fast-paced environment and is looking to take on additional responsibility
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Flexible scheduling, with ability to work mornings, midday, evenings, weekends and holidays
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Is compassionate, empathetic and willing to collaborate
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Able to provide and receive constructive feedback
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Has a HIPAA compliant, private work space
Work Environment
This job is a telecommuting/ work from home position and operates in a virtual environment. This role routinely uses standard office equipment such as computers and phones.
Schedule Requirements:
Availability on both weekdays and weekends
Shifts may include morning, midday, and evening hours
Salary:
(Base pay) $20.00-$22.00
