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Teleacute Support Specialist - Virtual Care

This job posting is no longer active.

Job ID: 13994
Location: Chapel Hill, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

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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 Teleacute Support Specialist coordinates to ensure successful and timely audio/visual (AV) consults occur between a provider and patient in the inpatient hospital setting. This individual is responsible for communicating with the consulting provider and the telepresenter, at the originating site, to complete scheduling requirements, arrange for any patient needs, and provide technology support to ensure patient, provider, and telepresenter readiness for the AV consult. In addition to AV consult scheduling and communication, maintains daily reports, participates in projects and operations support, assists with development of departmental and program standards, and provides professional assistance to physicians, clinical staff, administrative staff, and management staff. The Teleacute Support Specialist may also complete administrative oversight and tasks related to Virtual Care Services operations. This is a remote position and scheduled work hours are Monday – Friday 8:00am to 5:00pm with flexibility to work as early as 7:00am or as late as 6:00pm as needed. May also include rotating weekend coverage in the future.

1. Works with consulting provider and telepresenter/requesting entity to schedule the AV consult 

2. Ensures excellent customer service by consistently demonstrating a caring, positive, professional, and helpful disposition with all customer relations. 

3. Assists with determining patient readiness for AV consult and makes arrangements for interpreters or other services necessary to effectively complete the AV consult 

4. Connects via AV consult technology to the telepresenter/patient to ensure all technology is working correctly, complete any troubleshooting, and provide a warm handoff to the consulting provider. 

5. Provides guidance to the telepresenter and patient throughout setup to ensure optimal AV consult environment, patient positioning, etc. 

6. Provides on-demand technology support & trouble shooting for patients/telepresenters/clinical staff/providers when needed 

7. Utilizes Epic@UNC to monitor consults via system lists & pools to ensure timeliness of responses 

8. Answers and responds to incoming calls, messages, and emails 

9. Collects data and feedback for report outs and quality improvement 

10. Effectively uses Microsoft office products in order to produce reports and documents 

11. Works to meet internal and external customer needs according to program standards 

12. Completes tasks as assigned by Virtual Care Services leadership 

13. Enhances co-worker satisfaction by being self-motivated, a positive communicator, team player, and a willing and approachable resource to other co-workers. Demonstrates willingness to change to ensure continuous improvement. 

14. Accountability: Manages performance to meet expected results 

15. Effectively precepts new co-workers as assigned. 

16. Cross-training and cross-coverage for ambulatory virtual patient support as needed 

Other Information

Education Requirements:
● High School Diploma or GED

Professional Experience Requirements:
● Two (2) years of customer service and/or clerical experience required.

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 clinics. Ability to use a computer to document required information into the electronic medical record. Customer-focused orientation. Proficiency with technology; adept at trouble-shooting/problem-solving technology necessary for video and phone visits. Ability to help patient connection to video in any health care setting. Experience in a healthcare setting and understanding of medical terminology preferred.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Virtual Care Center - Admin 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: No

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