Telehealth Clinic Assistant

Planned Parenthood • New Haven, CT, US • 2d ago

Planned Parenthood of Southern New England

Care. No Matter What.

We are Planned Parenthood of Southern New England, one of the region’s largest and most trusted providers of reproductive health care. We are recognized for the wide array of services we provide, the outstanding sexual health education we deliver, and our strong commitment to social justice. Working for Planned Parenthood is more than a job; it’s being a part of a powerful movement. Together, we’ll take pride in shaping the future of sexual health and reproductive rights for all people.

Position Summary

The Telehealth Assistant uses telemedicine technology and tools including phone, video, and written communication resources to interact with patients regarding their health status and record information that is used by licensed providers for patient care. Telehealth Assistants offers support, information, and educational materials within their scope of practice. They are responsible for supporting clinical and administrative functions within a virtual environment in a way that ensures high-quality care for our patients. They provide direct and support services to patients consistent with clinical protocol and the organization's mission and values while striving to meet relevant access goals and abide by related policies and procedures.

Essential Functions

- Demonstrates commitment to PPSNE’s In This Together Values and assures all aspects of telehealth visits are completed and documented appropriately. This includes welcoming the patient, providing access to all relevant information, and assuring all information is completed to facilitate billing and fee collection
- Coordinates incoming calls, schedules appointments, and determine patient needs based on information provided to act as an informational resource to patients and communicate relevant information to clinicians to assure successful handoffs of patient care throughout the visit
- Manages electronic communications with patients and providers in a timely and expedient manner
- Coordinates with other departments to ensure patients have access to services and care as needed
- Requires skilled use of computers and various technology, the ability to troubleshoot basic technical issues for themselves and others, as well as the ability to learn new technologies as required
- Demonstrates ongoing collaboration within and across teams, facilitated by intensive utilization of virtual communication and adaptation to changes in schedules and processes involved in providing virtual care
- Collaboration with others may include special projects, supporting the onboarding of other staff, helping across care teams, and other necessary tasks to support the goals of the telehealth team
- Must provide relevant patient information through counseling and education on related visit matters including abortion, birth control methods, gender affirming hormone treatment, sexually transmitted infections, HIV/AID’s, pregnancy options and healthy relationship counseling
- All communication must be accurate, unbiased, and clearly provided to the patient
- Like all PPSNE staff, must maintain high quality patient care environment by utilizing patient-centered approaches, demonstrate appropriate professional boundaries, and an understanding of the diverse needs of PPSNE patient populations
- Support the agency’s mission and all of the services offered
- Support efforts of the agency’s diversity program to provide culturally and linguistically competent services and develop their own awareness and knowledge of diversity matters, and they comply with established protocols, policies and procedures by engaging in any relevant data collection, reporting, or audit compliance programs

Key Requirements

- Passionate commitment to the mission, vision and values of PPSNE
- Interested in and committed to Racial Equity. Interested in expanding your analysis and knowledge about the role that racial inequity plays in our society and are committed to building and/or deepening your commitment to racial equity in your work
- Self-awareness as it relates to racial and other identities: Is aware of multiple group identities and their dynamics, and brings a high level of self-awareness, empathy, and humility to interpersonal interactions
- Excellent cross-cultural communication skills (verbal and written)
- Demonstrated commitment and passion for equity and inclusion
- Authentic relationship building: Interacts effectively and builds trust with a diversity of people and have demonstrated an ability to effectively work across difference. Communicates clearly and directly, continually able to hear, reflect, and act on feedback related identity and equity with the aim to learn
- Must have excellent administrative skills including document preparation and review, tracking, filing, phone etiquette and culturally sensitive customer service skills
- Strong ability to manage multiple tasks and prioritize responsibilities. This includes managing patient calls, virtual real-time communication with providers and effective utilization of multiple technology platforms simultaneously
- Must be proficient or gain rapid proficiency in numerous software environments while using a variety of hardware associated with services provided. These include Microsoft Office Suite, Epic Electronic Health Record, online phone and video conferencing systems, and other relevant virtual tools used by the telehealth team
- Effective time management, detail accuracy, task prioritization, and ability to respond to necessary improvements or adjustment to individual workflow as necessary
- Phone and virtual communication with patients to initialize, conduct, and follow-up on appointments.
- Skilled collection of health-related patient information and ability to accurately document and communicate all pertinent information for providers associated with patient visits
- Appropriately and accurately order all associated labs for patient visits
- Conduct follow-up activities for virtual patient visits as necessary, including managing incoming faxes and other materials when appropriate
- Skilled at technological troubleshooting for self and others - specifically capable of supporting patients in the use of all related virtual resources associated with PPSNE’s telehealth visits
- Must be willing and able to attend in-person work requirements (training, development, observation, etc.) as necessary
- Reliable access to high-speed internet with sufficient bandwidth to achieve a positive patient and peer experience is required
- Experience providing patient-centered virtual health care to patients in a fast-paced environment is strongly preferred
- Experience with electronic health records is required (Epic preferred)
- Bilingual Proficiency (Spanish/English) is strongly preferred
- High School Diploma required

Personal Attributes

- Intentionally collaborative
- Independently prioritizes tasks well
- Capable of adapting to unplanned change
- Skilled at communication in a healthcare setting

Hours/Schedule/Work Location

- 22.5 hours per week (3 days) in Telehealth (Remote)
- 15 hours per week (2 days) as a float (In office)

$16.10 - $26.84 an hour

This position’s hourly pay range is Min $16.10 Mid $21.47 Max $26.84 and is determined based on full years of experience.

Due to our commitment to pay equity, PPSNE does not negotiate salaries

PPSNE is committed to equal opportunity in all areas of its operations, including patient care and employment. Employment decisions are based on merit, qualifications, and business needs. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, marital status, genetics, veteran status, or any other protected category. Discrimination and retaliation are strictly prohibited.

PPSNE offers a comprehensive benefit package which includes; Health, dental and vision insurance, paid parental leave, retirement savings, tuition reimbursement, generous paid time off, a flexible spending account, wellness program and more.