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Patient Care Tech Telehealth - Virtual Care Center - Chapel Hill

Job ID: 38969
Location: Chapel Hill, NC
Facility/Division: Shared Services
Status: Part Time
Shift: Variable

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Job Description


Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.


The Telehealth Patient Care Technician is the first
point of contact for the patient community and is a key role for successful  patient virtual care. This position provides
technical & visit preparation support to patients in a virtual care
setting. This role assists patients to ensure they are prepared for their
virtual visit with guidance on navigating through My UNC Chart and technical
support for video and phone connection. The position requires some
medical/clinical background including but not limited to CMA, CNA, EMT, medical
technician, etc.. The Coordinator will assist with routine clinical support for
video visits in accordance with their medical/clinical training level.

1. Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations. Meets call quality standards.
2. Works with clinic and or work queue to schedule patient support calls prior to video visit.
3. Assists with My UNC Chart set up and patients’ navigation as needed.
4. Guides patients through process expected on day of virtual visit.
5. Tests audio, video connection, network bandwidth connection with patients.
6. Advises patients on best conditions to perform video visit; recommends telephone or in-person visit if requirements for successful video visit are not met.
7. Provides overview of patient guidelines for video visits.
8. Provides on-demand technology support & trouble shooting for patients when needed.
9. Ensures and verifies key patient information (insurance verification, patient and guarantor demographics, etc.) is current and accurate to ensure patient safety, charging, coding, insurance processing, and billing accuracy.
10. Tracks and documents patient support sessions.
11. May perform rooming and/or intake process pending clinical background. If appropriate for clinical training, may perform intake process including collecting patient reported data and documenting in medical record. Data may include vital signs, height, weight, and data related to patient’s reason for visit. Additionally, may collect patient and family data, including medical and social history. May review patient’s current medication list, allergies and preferred pharmacy. May reviews the patient record to determine whether patient requires any routine health screenings.
12. Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers.
13. Embraces continuous improvement.
14. Communicates cancellations to clinic as necessary. 15. Additional Essential Responsibilities of Coordinator may include: Serving in a preceptor role for new hires.

Other Information

Other information:
Education Requirements:
● Requires high school diploma or GED.
Licensure/Certification Requirements:
● Clinical certification to include but not limited to EMT, LPN, CNA, CMA required.
Professional Experience Requirements:
● Prefer candidates with completion of clinical training.
Knowledge/Skills/and Abilities Requirements:
● Ability to perform the essential functions of the position as outlined above.
● Demonstrated effective communication and interpersonal skills.
● Demonstrated ability to engage positively with patients and families and to work as a team with staff and providers.
● •bility to use a computer to document required information into the electronic medical record.
● Ability to use computer to document required information in excel.

Job Details

Legal Employer: NCHEALTH

Entity: UNC REX Healthcare

Organization Unit: Virtual Care Center - Admin 

Work Type: Per Diem

Standard Hours Per Week: 20.00

Work Schedule: Hybrid - 1/2 Time in person at Parkline - 1/2 Work from home 

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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