Lead Patient Representative – Telehealth

Cincinnati Children's

. Serve as the lead operational resource for the Telehealth Patient Access team .

Posted 9/23/2026full-timeRemote • United StatesSenior💰 $23 - $29 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational management within Telehealth environments, focusing on patient access, workflow efficiency, and regulatory compliance. Proficient in customer service and team leadership, ensuring high-quality patient experiences and effective resolution of access issues.

Highest-signal resume keywords

Telehealth Operations ManagementCustomer Service ExcellenceRegulatory Compliance KnowledgeMicrosoft 365 ProficiencyHealthcare Workflow Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Performance MonitoringCall AuditingDocumentation MaintenanceProcess ImprovementPatient Registration Support

Soft Skills

Coaching and MentoringAdaptabilityProblem-SolvingTeam CoordinationCommunication Skills

Tools & Technologies

Microsoft TeamsMicrosoft ExcelMicrosoft PowerPointMicrosoft FormsDigital Care Technologies

Industry Keywords

TelehealthHealthcare OperationsPatient SafetyHIPAA ComplianceJCAHO Standards

About the role

Key responsibilities & impact

Serve as the lead operational resource for the Telehealth Patient Access team
Support the Manager in maintaining daily operations and workflow efficiency for a team of three Patient Access Representatives
Provide guidance, onboarding support, coaching, and day-to-day operational assistance to team members
Monitor phone service levels, scheduling queues, inbox volumes, and workflow performance metrics
Conduct routine call audits and quality reviews
Review patient experience feedback and identify service improvement opportunities
Monitor operational trends and recommend process improvements
Support continuity of operations during high-volume periods, weather events, technical issues, and Telehealth downtimes
Conduct call monitoring, auditing, and quality review activities for Digital Care
Provide customer service to patients, families, providers, staff, and external agencies
Support patient registration, scheduling, and access functions across multiple clinical divisions
Monitor Telehealth and Telehealth Appointment inboxes
Support Foster Care Telehealth workflows
Investigate and resolve patient, provider, and customer concerns
Escalate complex patient/provider access issues and facilitate resolution across departments
Promote patient safety through accurate patient identification and verification procedures
Maintain confidentiality, security, and integrity of patient, family, medical, and financial information
Provide guidance regarding HIPAA and confidentiality best practices
Ensure regulatory compliance with organizational policies and applicable requirements, including JCAHO, CMS, and ODH
Complete compliance monitoring and auditing activities
Assist with documentation and operational processes supporting regulatory readiness

Requirements

What you’ll need

High school diploma or equivalent
5+ years of work experience in a related job discipline
Proficiency with Microsoft 365 applications, including Microsoft Teams, Excel, PowerPoint, and Forms
Experience creating or maintaining documentation
Ability to prioritize multiple tasks and adapt in a fast-paced, evolving environment
Strong customer service skills with experience supporting clinical, operational, or technical stakeholders
Experience working with cross-functional teams to coordinate activities and resolve issues
Knowledge of healthcare operations or clinical workflows
Experience supporting virtual meeting platforms, collaboration tools, or Digital Care technologies
Experience supporting telehealth, digital health, or healthcare technology solutions

Benefits

Comp & perks

Additional pay may apply, including shift, on-call, or weekend differentials
Benefits may apply
Equal Opportunity Employer