Virtual Clinic Operations and Support Specialist

• Guide new patients through comprehensive onboarding, clearly explaining program expectations, telehealth tools, and navigating necessary paperwork
• Facilitate timely and accurate completion of patient documentation while adhering to all privacy standards, including HIPAA compliance
• Register patients, including check-in and check-out procedures
• Master the clinic's telehealth platform and associated technologies, becoming the go-to expert for patients and staff
• Offer real-time troubleshooting for connectivity issues and software navigation, ensuring minimal disruption to treatment sessions
• Collaborate with IT (if applicable) for complex technical problems, actively seeking solutions
• Coordinate ordering, timely distribution/mailing of clinic materials to patients and staff and manage inventory effectively
• Contribute to the creation of training resources (manuals, videos, etc.) for the clinic's telehealth workflows and patient engagement tools
• Confidently deliver training sessions for new staff and provide ongoing refreshers for the team
• Support smooth clinic operations through scheduling, data management, and accurate reporting
• Maintain meticulous records of patient interactions, training activities, and support requests
• Actively participate in Rogers Improvement System events and process improvement initiatives
• Assist in promoting a team atmosphere by treating individuals with respect and honesty and by using direct communication and active listening skills
• Be open to change and actively support change
• Be open to others’ ideas and points of view
• Promote department goals as well as the mission of Rogers Behavioral Health
• Communicate goals to fellow staff members
• Demonstrate measurable goal achievement
• Maintain department policies and procedures
• Participate in committees, Rogers Operating System (ROS) team meetings, and team projects, as directed
• Demonstrate punctuality and preparedness
• Demonstrate effective communication skills
• Demonstrate good organizational skills
• Contribute in a positive, solution-focused manner
• Attend department meetings as needed, actively participate in discussions, recognize and contribute to activities leading to improvement
• Conduct self in a professional manner
• Demonstrate organizational skills that promote timely response to all inquiries and to task completion
• Communicate with all individuals in a positive and professional manner
• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution
• Communicate concerns and provide solutions for same
• Attend outside seminars and/or educational classes to promote professional growth and meet continuing education requirements
• Demonstrate a positive and professional attitude toward parties outside the hospital (i.e. academic partners, professional guest speakers etc.)
• Comply with Rogers Memorial Hospital policies and procedures, including Human Resources, Infection Control, and Employee Health policies and programs
• Project a professional image by wearing appropriate, professional attire as defined in Rogers Memorial Hospital policy
• Perform other duties as assigned

• Bachelor's degree or commensurate years of experience in healthcare, business or IT preferred
• Minimum of 1+ years of experience in a healthcare setting, preferably with some experience in behavioral health
• Demonstrated experience in customer service or technical support roles
• Experience with telehealth platforms and electronic health records (EHR)
• years of human resource experience or related experience
• Prior workers compensation claim experience is preferred
• Excellent communication skills, customer focus, and strong attention to details
• Self-starter attitude
• comfortable with working independently
• Must be able to use critical thinking to effectively solve problems and must possess a high level of professionalism and confidentiality
• Understanding of addiction treatment modalities and terminology
• Proficient with Microsoft excel
• Ability to work quickly and effectively in a fast-paced detail-oriented environment while adhering to deadlines

Prior workers compensation claim experience is preferred

• Health, dental, and vision insurance coverage for you and your family
• 401(k) retirement plan
• Employee share program
• Life/disability insurance
• Flex spending accounts
• Tuition reimbursement
• Health and wellness program
• Employee assistance program (EAP)