Telehealth Support Coordinator

Progressive healthcare network expanding our virtual care services seeks a Telehealth Support Coordinator to manage our growing remote patient consultation platform. Our organization connects patients with healthcare providers through secure video consultations, serving communities across multiple states. This role is essential for ensuring smooth virtual visit experiences for both patients and medical professionals.

Virtual Visit Coordination

Schedule and coordinate telehealth appointments between patients and healthcare providers across different time zones. Conduct pre-visit technical checks with patients to verify their equipment and internet connectivity. Guide patients through the virtual waiting room process and troubleshoot connection issues in real-time. Manage provider schedules and optimize appointment slots to maximize consultation availability. Send automated appointment reminders and preparation instructions to patients before their virtual visits. Monitor visit durations and follow up with patients who miss scheduled appointments. Maintain detailed records of telehealth sessions and patient interaction notes. Coordinate with clinical staff to ensure smooth patient handoffs before and after virtual consultations.

Patient Support and Communication

Serve as the primary point of contact for patients experiencing technical difficulties with our telehealth platform. Educate patients on using virtual care features like screen sharing, file uploads, and chat functions. Handle sensitive patient inquiries with professionalism and maintain strict confidentiality standards. Follow up with patients after consultations to gather feedback and address any remaining concerns. Escalate complex medical questions to appropriate clinical team members promptly. Maintain knowledge of HIPAA compliance requirements for virtual healthcare communications. Update patient profiles with preferred contact methods and technical capability notes.

Technical and Administrative Skills

Experience with video conferencing platforms and comfort troubleshooting common technical issues. Excellent communication skills for guiding patients of varying technical abilities through virtual setups. Strong organizational abilities to manage multiple provider schedules and patient appointments. Understanding of healthcare privacy regulations and commitment to maintaining patient confidentiality. Ability to work efficiently in a fast-paced environment while maintaining attention to detail. Previous healthcare administration or customer service experience is highly valued. Comfortable learning new software systems and adapting to evolving telehealth technologies.