DUHS TITLE: Telehealth Program Coordinator

WORKING TITLE: Telehealth Operations Supervisor, Duke Telehealth

JOB CODE:

SCOPE OF RESPONSIBILITY:

Plan, coordinate, and advise on telehealth project activities including daily telehealth operations, education, and testing related to the operations of Duke Telehealth.

DUTIES AND RESPONSIBILITIES:

The following description of job responsibilities and standards reflects the major duties of the job but does not describe minor duties or other responsibilities that are assigned from time to time.

• Examples include: Video Visits, E-Communications, Remote Patient Monitoring, E-Visits, Virtual Consults, or other telehealth platforms end-to-end testing to provide support, education, and develop solutions.
• Quality testing of all platforms, including Maestro Care with any technical updates of all platforms.
• Coordinates and directs any outstanding referral WQ items that need completion.
• Patient/Provider technical support, testing, and loop closure of identified issues.
  • Examples include: Video Visits, E-Communications, Remote Patient Monitoring, E-Visits, Virtual Consults, or other telehealth platforms end-to-end testing to provide support, education, and develop solutions.
  • Quality testing of all platforms, including Maestro Care with any technical updates of all platforms.
• Reviews in basket staff messages and emails for telehealth and directs/escalates to appropriate staff and completed.
• Directs/escalates any pharmacy requests, prior authorizations, or other concerns to appropriate staff.
• Provides expert daily operational support for providers, patients, and clinics.
  • Examples include Video Visits, E-Communications, Remote Patient Monitoring, E-Visits, Virtual Consults, or other telehealth platforms – Investigate operational, technical, and workflow issues and provide direction and solutions.
• Examples include:
  • E-Communication/E-Consult platform – daily operational tracking for completion, issues, and delays. This requires contact and education to clinical staff and providers through Inbasket/Email messaging. Requires follow-up for loop closure on all E-Communications to ensure a note is in the chart and referral workflow completed.
  • Video Visits platform – daily operational workflow, tracking, and troubleshooting daily. Monitor video visits for any delays or issues noted that require intervention/escalation. Oversee that Secure Chat messages are answered timely and with appropriate troubleshooting/next steps. Expert telehealth technical support for Telehealth Call Center patient/provider escalation, Virtual Care Center escalation, and Clinic/Provider escalation.
  • Coordinates and directs any outstanding referral WQ items that need completion.
  • Reviews in basket staff messages and emails for telehealth and directs/escalates to appropriate staff and completed.
  • Directs/escalates any pharmacy requests, prior authorizations, or other concerns to appropriate staff.
• Examples include Video Visits, E-Communications, Remote Patient Monitoring, E-Visits, Virtual Consults, or other telehealth platforms – Investigate operational, technical, and workflow issues and provide direction and solutions.
• E-Communication/E-Consult platform – daily operational tracking for completion, issues, and delays. This requires contact and education to clinical staff and providers through Inbasket/Email messaging. Requires follow-up for loop closure on all E-Communications to ensure a note is in the chart and referral workflow completed.
• Create/develop and implement telehealth guidelines, policies, procedures, and education to solve problems and improve outcomes.
• Video Visits platform – daily operational workflow, tracking, and troubleshooting daily. Monitor video visits for any delays or issues noted that require intervention/escalation. Oversee that Secure Chat messages are answered timely and with appropriate troubleshooting/next steps. Expert telehealth technical support for Telehealth Call Center patient/provider escalation, Virtual Care Center escalation, and Clinic/Provider escalation.
• Plan, coordinate, and advise the outcomes of telehealth programs. This role is responsible for monitoring telehealth activities to support the clinical sites, staff, and providers involved in delivering telehealth as part of Duke Health. Oversight of daily virtual workflows for all platforms, including mitigation and loop closure of identified issues.
  • Examples include:
    • E-Communication/E-Consult platform – daily operational tracking for completion, issues, and delays. This requires contact and education to clinical staff and providers through Inbasket/Email messaging. Requires follow-up for loop closure on all E-Communications to ensure a note is in the chart and referral workflow completed.
    • Video Visits platform – daily operational workflow, tracking, and troubleshooting daily. Monitor video visits for any delays or issues noted that require intervention/escalation. Oversee that Secure Chat messages are answered timely and with appropriate troubleshooting/next steps. Expert telehealth technical support for Telehealth Call Center patient/provider escalation, Virtual Care Center escalation, and Clinic/Provider escalation.
    • Coordinates and directs any outstanding referral WQ items that need completion.
    • Reviews in basket staff messages and emails for telehealth and directs/escalates to appropriate staff and completed.
    • Directs/escalates any pharmacy requests, prior authorizations, or other concerns to appropriate staff.
• Examples include Video Visits, E-Communications, Remote Patient Monitoring, E-Visits, Virtual Consults, or other telehealth platforms. Provides small group and individual education sessions on workflows.
• Provides telehealth education and orientation for providers, staff, and clinics new to the telehealth platform.
  • Examples include Video Visits, E-Communications, Remote Patient Monitoring, E-Visits, Virtual Consults, or other telehealth platforms. Provides small group and individual education sessions on workflows.

• Examples include guidelines, tips, and screenshots for E-Communications/E-Consults, Video Visits, Remote Patient Monitoring, E-Visits or other telehealth platforms for providers and staff.

• Maintain liaison with physicians, staff, and patients/families to offer advice and resolve telehealth questions and/or concerns. Maintains conformance with operating procedures.

• Directs and problem-solves telephone calls/emails for the Telehealth office and Virtual Care Center
• An expert resource to provide education, technical support, and or ticket escalation and resolution with issues with various telehealth platforms

• Coordinates Virtual Care Center's daily operational schedule to ensure coverage and completion.
• Plan and ensure proper scheduling, tracking, and completion of all telehealth activities.
  • Oversee Telehealth DARs are accurate and identify any optimizations needed
  • Coordinates Virtual Care Center's daily operational schedule to ensure coverage and completion.
• Oversee Telehealth DARs are accurate and identify any optimizations needed

• E-Communication - Coordinate with various departments to ensure workflows are followed and orders are completed.
• Coordinates and supervises telehealth support call center response, problem-solving, escalation, and loop closure of identified issues.
• Video Visits – Coordinate with various departments on provider templates and schedules. May require blocking templates, and opening templates.
• Coordinates and implements telehealth projects from discovery to launch.
• Examples include:
  • Coordinates and implements telehealth projects from discovery to launch.
  • E-Communication - Coordinate with various departments to ensure workflows are followed and orders are completed.
  • Video Visits – Coordinate with various departments on provider templates and schedules. May require blocking templates, and opening templates.
  • Coordinates and supervises telehealth support call center response, problem-solving, escalation, and loop closure of identified issues.
• Responsible for planning, coordinating, and advising on the activities of the Duke Telehealth Office with services of other departments across Duke Health including affiliates, business partners, primary care, specialty care, and hospitals to ensure effective patient care and efficient service.
  • Examples include:
    • Coordinates and implements telehealth projects from discovery to launch.
    • E-Communication - Coordinate with various departments to ensure workflows are followed and orders are completed.
    • Video Visits – Coordinate with various departments on provider templates and schedules. May require blocking templates, and opening templates.
    • Coordinates and supervises telehealth support call center response, problem-solving, escalation, and loop closure of identified issues.

• Develop and create reporting analysis for telehealth activities that include recommendations for improvements, implementation of solutions, and summary.
  • Examples include:
    • E-Communications, Video Visits data reviewed daily/weekly for completion, opportunities, and performance improvement solutions developed.
    • Video Visits patient and provider surveys reviewed weekly/monthly for opportunities, shared with departments, and performance improvement solutions developed.
    • Telehealth Support Call Center – audits all callers using developed call quality tools and performance improvement recommendations provided.
    • Interpreter workflows – educates and collaborates with telehealth support on video visit interpreter workflow metrics, process improvements, and action plans.
• Video Visits patient and provider surveys reviewed weekly/monthly for opportunities, shared with departments, and performance improvement solutions developed.
• Examples include:
  • E-Communications, Video Visits data reviewed daily/weekly for completion, opportunities, and performance improvement solutions developed.
  • Video Visits patient and provider surveys reviewed weekly/monthly for opportunities, shared with departments, and performance improvement solutions developed.
  • Telehealth Support Call Center – audits all callers using developed call quality tools and performance improvement recommendations provided.
  • Interpreter workflows – educates and collaborates with telehealth support on video visit interpreter workflow metrics, process improvements, and action plans.
• Telehealth Support Call Center – audits all callers using developed call quality tools and performance improvement recommendations provided.
• Interpreter workflows – educates and collaborates with telehealth support on video visit interpreter workflow metrics, process improvements, and action plans.
• E-Communications, Video Visits data reviewed daily/weekly for completion, opportunities, and performance improvement solutions developed.

• Determine budget recommendations for telehealth use cases – forecast, monitor, verify, and reconcile expenditure of budgeted funds as appropriate.

• Examples:
  • Video Visit metrics and Virtual Care Center metrics - provider switch to phone, provider increased no-show, cancellations, provider satisfaction, patient satisfaction, provider volume metrics
  • Telehealth support call quality audits
  • E-Communications – Incomplete E-Communications, Accepted referral triage not scheduled
  • E-Visits – Completion
• E-Visits – Completion
• Telehealth support call quality audits
• Video Visit metrics and Virtual Care Center metrics - provider switch to phone, provider increased no-show, cancellations, provider satisfaction, patient satisfaction, provider volume metrics
• E-Communications – Incomplete E-Communications, Accepted referral triage not scheduled
• Develop, implement, and track quality measures and outcomes for telehealth programs. Reviews telehealth dashboard metrics for all telehealth platforms. Performance improvement plans developed based on metrics.
  • Examples:
    • Video Visit metrics and Virtual Care Center metrics - provider switch to phone, provider increased no-show, cancellations, provider satisfaction, patient satisfaction, provider volume metrics
    • Telehealth support call quality audits
    • E-Communications – Incomplete E-Communications, Accepted referral triage not scheduled
    • E-Visits – Completion

• Provide administrative support and advise providers/staff on telehealth workflows, guidelines, procedures, and including billing and coding activities for telehealth.
  • Examples: Video Visits, E-Communication, and other telehealth platform workflow education that includes billing codes reviewed during education sessions and/or when questions/problem-solving are required. Provides loop closure with appropriate resources for all identified questions/concerns.
• Examples: Video Visits, E-Communication, and other telehealth platform workflow education that includes billing codes reviewed during education sessions and/or when questions/problem-solving are required. Provides loop closure with appropriate resources for all identified questions/concerns.

• Provide staff leadership and direct staff, providers, physician concierge, and others involved in the telehealth workflow. Recommend solutions as expert telehealth resource for Video Visits, E-Communications, E-Visits, Remote Patient Monitoring, Virtual Consults, and other telehealth platforms.

• Examples:
  • Any telehealth platform issues: E-Communication/E-Consult, Video Visits, Virtual Consults, Remote Patient Monitoring, E-Visits – Manage issues with testing, investigation, escalation, and collaboration with various teams until the issue is resolved. Include teams as Zoom, Doximity, Maestro Care, DHTS, Telehealth
• Manage technical telehealth issues that cannot be resolved with the appropriate DHTS support resources.
  • Examples:
    • Any telehealth platform issues: E-Communication/E-Consult, Video Visits, Virtual Consults, Remote Patient Monitoring, E-Visits – Manage issues with testing, investigation, escalation, and collaboration with various teams until the issue is resolved. Include teams as Zoom, Doximity, Maestro Care, DHTS, Telehealth
• Any telehealth platform issues: E-Communication/E-Consult, Video Visits, Virtual Consults, Remote Patient Monitoring, E-Visits – Manage issues with testing, investigation, escalation, and collaboration with various teams until the issue is resolved. Include teams as Zoom, Doximity, Maestro Care, DHTS, Telehealth

• Other duties as assigned.

TRAVEL

• Ability to travel to affiliated sites (mainly within a 1-hour drive, some regional-up to 2 hours- of travel, and infrequently overnight, related to Telehealth development)

EDUCATION:

Work requires a bachelor's degree program with one year of experience in healthcare program management

KNOWLEDGE, SKILLS, and ABILITIES:

The Telehealth Program Coordinator works across multiple levels at DUHS including but not limited to; Associate/Assistant Vice Presidents and other departmental staff and other physicians. This will require working and sustaining positive cross-functional relationships across units and levels.

Perform other related duties incidental to the work described herein.

A successful candidate ideally would possess the following:

• Excellent communication skills in one-on-one conversations, meetings, email messages, and other interactions.
• Technical knowledge and skills are needed in order to provide management, direction, and education of telehealth programs. This includes but is not limited to Windows platforms, MAC platforms, applications, mobile computing devices, and electronic medical record systems.
• Experience directing medical professionals in creating start-up programs and patient-focused care
• Ability to utilize leadership and change management skills to direct and manage telehealth ideas and workflow
• Ability to manage and direct activities in a fast-paced environment that requires superior attention to detail and the ability to synthesize information and quickly manage solutions.
• Ability to provide innovative ideas and solutions for telehealth programs
• Excel in managing multiple projects in a demanding work environment
• Ability to support senior-level leaders and navigate a complex AMC

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