Clinical Support Supervisor (Remote)

Who we are:

Access TeleCare is the largest national provider of telemedicine technology and solutions to hospitals and health systems. The Access TeleCare technology platform, Telemed IQ, enables life-saving patient care through telemedicine and empowers healthcare organizations to build telemedicine programs in any clinical specialty. We provide healthcare teams with industry-leading solutions that drive improved clinical care, patient outcomes, and organizational health. We are proud to be the first provider of acute clinical telemedicine services to earn The Joint Commission’s Gold Seal of Approval and has maintained that accreditation every year since inception.

We love what we do and if you want to know more about our vision, mission and values go to accesstelecare.com to check us out.

What you’ll be responsible for:

Access TeleCare provides patient care to hospitals nationwide. The Clinical Support team is dedicated to accelerating patient care.  The Clinical Support Supervisor will lead and motivate a team of coordinators and dispatchers to ensure exceptional patient care and productivity goals are met or exceeded in the areas of physician time to video, throughput (intake and assignment speed) and quality.  The Supervisor is a leadership role responsible for coaching and developing Coordinators and Dispatchers as well as effectively communicating important workflow changes.  

What you’ll work on:

• Proficient in all Coordinator and Dispatcher duties. 
• Provide team leadership: encourage and demonstrate positive attitude, team spirit, set high standards, coach, provide feedback, communicate the company’s vision, encourage innovation. 
• Create a positive work environment where service level objectives will be met. 
• Maximize the client and patient experience with first call resolution through quality, productivity and performance metrics.
• Manage performance level metrics and analyze data to identify areas of improvement 
• Maintain service to our customers at all times, will need to be aware of downtime and disaster response workflows
• Escalate issues related to workflow and processes according to protocol
• May be required to be on‐call, remain on duty after shift‐end and respond to emergency situations at any time.
• Other tasks as needed 
• Assist in the creation of performance reviews. 
• Holds 1:1s with team members that are assigned to their team. 
• Reviews call recordings and provides feedback on performance. 

What you'll bring to Access TeleCare:

• High School Diploma, GED or Equivalent Certification Required
• At least one year of experience working in a call center environment or healthcare or IT
• At least one year of work experience in management
• Strong communications skills (written and oral) as well as demonstrate the ability to work effectively across departments
• Demonstrated proficiency with Microsoft office programs, communication, and collaboration tools in various operating systems
• Ability to learn software and systems
• Have excellent phone/customer service skills along with high attention to detail
• Enthusiastic about being on the forefront of healthcare and impacting patient lives positively
• Flexibility and adaptability in a fast-paced environment 

Work Environment: 

• Remote based environment
• Prolonged periods of sitting at a desk and working on a computer 
• Coordination Center
• This is a full-time position; est. 40 hours week
• The consult coordination center operates 24/7 and does require weekends and holidays.
• Frequent speaking and listening using a headset
• Sitting for an extended period of time
• Extended periods of time looking at computer monitor
• Repetitive use of hands/fingers across keyboard
• High growth, fast paced organization 

Company perks:

• Remote Work
• Health Insurance (Medical, Dental, Vision)
• Health Savings Account
• Flexible Spending (Medical and Dependent Care)
• Employer Paid Life and AD&D (Supplemental available)
• Flexible Vacation Policy, Wellness Days, and Paid Holidays

About our recruitment process:
We don’t expect a perfect fit for every requirement we’ve outlined. If you can see yourself contributing to the team, we would like to speak with you. You can expect up to 3 interviews via Zoom.

Access TeleCare, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances.