Patient experience champion:

• 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.

Technical and logistical support:

• 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.

Training, development and delivery:

• 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.

Administrative Support:

• 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.

Additional Job Description:

Education/Training Requirements:

• 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.