Administrative Assistant: Telemedicine Coordinator - University of Rochester

GENERAL PURPOSE: The Telemedicine Coordinator leads the telehealth program, including the developing and successfully implementing all new programs and supporting, maintaining, and optimizing telehealth programs. Develops and enforces operating protocols, workflows, and standards, ensuring an effective, scalable telehealth network. The Coordinator is responsible for providing leadership, directing, evaluating, and providing feedback to Pediatric Practice faculty and staff who participate in the operations of the Telehealth program. Supports the Pediatric Clinical Operations and Finance Administrator in preparation of Pediatric Practice operating budgets and data needed for business plans related to Telemedicine to justify incremental resources, faculty, and program expansions. Serves as the day-to-day point person on Telemedicine administrative and operative issues. Efficiently handles all administrative details and duties requiring extensive experience with policies, procedures and practices of the University of Rochester Medical Center, Golisano Children’s Hospital, and Ambulatory Department. Serves as an administrative resource for faculty and staff and supports the Practice Assessment Clinic Transformation administrative needs. Demonstrates ICARE* values in each of the major responsibilities. **_RESPONSIBILITIES:_** **Operations** + Identifies and implements operational changes to improve clinic functioning in conjunction with pediatric leadership team. Recommends revisions to procedures and policies, update, including writing, and implement, monitoring effectiveness. + Independently ensures practice operations achieve telemedicine productivity and business objectives. Monitors productivity, volumes, access and other metrics to ensure practices are meeting business objectives. + Responsible for generating telemedicine statistics, and other reports which monitor clinic functions and aid in improving operations. + Works with faculty practice and clinic representatives to maintain telemedicine schedules, instructs appointment scheduling staff regarding schedule changes, and pro-actively review future schedules to identify problems. Reports trends affecting schedules and recommends changes to improve patient flow. + Serves as content expert in telemedicine equipment and e-Record. + Works closely with the administrative and clinical experts throughout URMC and the Pediatric department, fosters and supports the creation of new Telehealth programs and products. + Maintains appropriate levels of confidentiality and discretion, represents Pediatric Telemedicine when relaying instructions, concerns, and needs to department faculty and/or staff, other departments and hospital leaderships, hospital representatives and outside agencies + Manages travel expenses, reconciles and processes all expenditures for reimbursements in compliance with department and university guidelines. Process request for payment of Travel and Conferences. **Strategy & Program Development** + Works closely with the Administrator in developing, growing, and optimizing the Pediatric Practice Telemedicine Program. Responsible for successful clinical stakeholder adoption and incorporation of workflows in standard work. + In concert with administrators, providers, and the telemedicine team, leads continuous refinement and improvement of telehealth operational approaches that reflect and anticipate changes in technology and healthcare delivery systems. + Provides planning, direction, leadership and advanced expertise in the operation of Telehealth devices and services. Formulates, develops and oversees the implementation of all new services. + Prepares for Telemedicine Strategy Committee, and effectively engages that group to develop and update a program roadmap aligned with organizational and departmental strategy, considering available resources. Works collaboratively with administrators to ensure adequate clinical resources for all programs; ensures efficient and cost-effective utilization of telemedicine program and ambulatory resources. + Manages and prioritizes administrative operations for the Pediatric Practice Telemedicine Program, balancing competing priorities and demands. Coordinate telemedicine clinical, operational and administrative meetings involving Practice Faculty & Staff, manage telemedicine team calendars, prepare schedules and/or itineraries, arranges travel and reconciles reimbursement. + Independently, troubleshoots and resolves issues analyzing situations affecting outcomes, and re-directs when appropriate. + Chairs monthly Telemedicine Team meetings which focus on clinical workflow, telemedicine operations, and financial impact. + Organizes internal and external meetings, partnerships, and retreats by gathering speakers, coordinating all logistics and oversight, serving as point of contact **Human Resources/ Supervision** + In collaboration with nursing leadership, schedules staff time and independently redeploys staff to cover telemedicine team shortages related to scheduled and unscheduled absences to ensure day to day operations. + Coordinates all activities, encompassing staff telemedicine on-boarding, training, and development. + Establishes customer service standards for patients, families, staff and providers. Responsible for developing and maintaining staff training manual. + Creates schedule for learning telemedicine operations, monitors staff compliance with in-services, and identifies and arranges additional staff education including guest speakers (i.e., team building, effective communication). + Requests appropriate systems access for staff, i.e. eRecord, shared calendar, and telemedicine equipment + Establishes and maintains an environment conducive to effective communication and problem resolution establishing performance improvement indicators. + Supervises in collaboration with nursing leadership, telemedicine technicians and matrixed team members to keep pace with a rapidly expanding program, anticipating additional workforce needs to support planned work. **Financial** + Complete requisitions and requests for payment and submit to the appropriate department for processing. + Support the preparation of the operating budgets and capital budgets + Support the preparation of data needed for business plans to justify incremental resources, faculty and program expansions + Responsible for tracking clinical telemedicine expenses in comparison to budget + Creates and maintain telemedicine dashboard metrics and reports to Telemedicine strategic and clinical committees + Develop and present standard monthly and quarterly executive reports **Marketing & Communications** + Using judgment and independent decision- making, obtains and collate information, coordinate and manage resources including but not limited to; Works with Pediatric Communication team to coordinate updates to educational tools, the website and social media. + Develops advertisements, brochures and registration materials following University/Department policies by working with the pediatric communications team to assist with policy requirement for publication. + Serves as point of contact to address patient/provider complaints, proactively makes recommendations, and resolves issues. Identifies recurrent issues and develops plans to resolve recurrences. Independently resolves day to day patient and operational issues impacting customer satisfaction and performs service recovery. + Oversees administration of customer service surveys. Reviews survey data and make recommendations for quality and process improvements. Coordinates the dissemination of survey information with the faculty, staff and community sources. Solicits improvement suggestions from staff and providers. Other duties as assigned **QUALIFICATIONS:** + Bachelor’s Degree or equivalent required + 3 years of related work experience including at least 1 year in an administrative capacity in an academic office or project management, or the equivalent experience in business required. + Ability to work effectively with individuals across all job levels. Flexible in approach and appreciates the demands of a fast-paced, constantly evolving division preferred. + Leadership experience is a plus. **How To Apply** All applicants must apply online. _EOE Minorities/Females/Protected Veterans/Disabled_ **Pay Range** Pay Range: $18.27 - $33.65 _The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._ Apply for Job + Careers + Sign In + New User **Location:** Strong Memorial Hospital **Full/Part Time:** Full-Time **Opening:** **Schedule:**