Lead Patient Representative - Telehealth
Core
Lead operational resource for a telehealth team supporting children and families, coordinating patient access, monitoring service levels, and ensuring compliance.
Role type
Senior Patient Access Operations Lead
Builds
Efficient patient access workflows and reliable virtual healthcare services
Domain
Healthcare / Telehealth Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Operational leadership, call auditing, workflow monitoring, process improvement, HIPAA compliance, patient safety verification, cross-functional collaboration, problem-solving, Microsoft 365 proficiency
Preferred skills
Healthcare operations experience, digital health technology familiarity, regulatory compliance knowledge, virtual meeting platform support
Responsibilities
Lead the Telehealth Patient Access team and maintain efficient service delivery; Provide onboarding, coaching, and operational support to Patient Access Representatives; Monitor service levels, scheduling queues, and inbox volumes to identify trends; Conduct call audits and quality reviews for digital care and AI-enabled voice technologies; Review patient feedback and recommend process improvements; Support patient registration, scheduling, and access workflows; Monitor telehealth inboxes for timely responses; Investigate and resolve patient/provider concerns; Ensure continuity of operations during disruptions; Promote patient safety and protect patient data confidentiality.
Seniority
Senior, hands-on IC
