Clinical Support Team Lead

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Access TeleCare

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2004

⚕️ Healthcare Insurance

📡 Telecommunications

Healthcare Insurance • Telecommunications • Healthcare

Access TeleCare is the largest provider of acute specialty telemedicine services in the United States, serving over 216 million people across nearly 15,000 zip codes. The company partners with hospitals and healthcare systems to deliver clinically excellent telemedicine programs in various specialties, including behavioral health, neurology, cardiology, and infectious disease. Access TeleCare integrates advanced technology with dedicated pools of licensed specialty physicians to enhance patient care and streamline clinical operations, bridging the gap between virtual and bedside care.

📋 Description

• Thorough understanding of the job responsibilities of the coordinator, dispatcher and agent roles • Monitor and maintain the queue to ensure all calls are managed efficiently through the appropriate workflow • Monitor and maintain the ticket queue used for provider assistance and ensure issues are being addressed according to response time expectations • Meet and exceed service excellence metrics as outlined on the performance index scorecard • Exhibit a high degree of professionalism when interacting with healthcare facilities, physicians, co‐workers, and supervisors • Required to be on‐call as needed, remain on duty after shift‐end, and respond to emergency situations at any time • Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies • Develop a collaborative and professional working relationship with all departments • Notify immediate manager promptly of all issues and take prompt corrective action when necessary • Encourage team engagement • Foster a positive work environment to achieve the company’s mission, vision, and values • Assist in creating and updating training material • Mentor employees on best practices and procedures • Support management with the research, implementation, and training of new technology and service lines • Work with supervisor and management staff to resolve issues • Other duties as assigned

🎯 Requirements

• High School Diploma, GED or Equivalent Certification Required • At least one year of experience working in a call center environment or healthcare or IT environment preferred • Strong communications skills (written and oral) • Proficiency with Microsoft office programs, communication, and collaboration tools • Aptitude in problem solving • Ability to maintain confidentiality • Excellent phone/customer service skills along with high attention to detail • Flexibility and adaptability in a fast-paced environment • Proven ability to thrive in a high growth, fast-paced organization

🏖️ Benefits

• 100% Remote Work • Health Insurance (Medical, Dental, Vision) • Health Savings Account • Flexible Spending (Medical and Dependent Care) • Employer Paid Life and AD&D (Supplemental available) • Paid Time Off