Access TeleCare

Medical Billing and Coding

• Prepare and submit billing data and medical claims to insurance companies
• Ensure the patient’s medical information is accurate and up to date
• Review patient statements
• Collect and review referrals and pre-authorizations
• Access EMRs to locate patient demographics and insurance information
• Call payers to obtain information regarding patient eligibility, authorization, and/or denials
• Monitor and record patient payments
• Investigate and Appeal denied claims
• Work front end rejections and back-end denials
• Help patients develop payment plans
• Other duties as assigned

AR Medical Billing Specialist

Dispatcher

• Effectively communicate with hospital clinical staff and Access TeleCare physicians to ensure timely and efficient patient care
• Proficient in all CCC Coordinator duties.
• Effectively and efficiently manage incoming consultations through CCC consultation lifecycle workflows processes
• Interacts with clinical and operational teams to prioritize and assign requesting emergency/ non‐emergency consultations for multiple services lines.
• Uses established and approved protocols, workflows, and the computer‐aided dispatch system to evaluate the situation and take the appropriate actions.
• Test readiness of computer, cameras, and other related communications equipment.
• Monitors and maintains ques to quickly prioritize and assign consultations to meet or exceed SLAs.
• Demonstrate service excellence in meeting and exceeding all metrics outline on performance index scorecard.
• Exhibit a high degree of professionalism when interacting with the healthcare facilities, Physicians, co‐workers and supervisors.
• May be required to be on‐call, remain on duty after shift‐end and respond to emergency situations at any time.
• Performs all duties and responsibilities in a timely and effective manner in accordance with established company polices to achieve the overall objective of the CCC and this position.
• Maintains a favorable, collaborative and professional working relationship with all departments to ensure efficient working environment to achieve company’s mission.
• Keeps immediate supervisor promptly and fully informed of all issues or concerns and takes prompt corrective action where necessary.
• Maintains a positive team spirit and fosters a positive organizational culture that aligns with the company values.
• Other tasks as needed

Clinical Support Dispatcher

Team Lead

• Thorough understanding of the job responsibilities of the coordinator, dispatcher and agent roles
• Monitor and maintain the queue to ensure all calls are managed efficiently through the appropriate workflow
• Monitor and maintain the ticket queue used for provider assistance and ensure issues are being addressed according to response time expectations
• Meet and exceed service excellence metrics as outlined on the performance index scorecard
• Exhibit a high degree of professionalism when interacting with healthcare facilities, physicians, co‐workers, and supervisors
• Required to be on‐call as needed, remain on duty after shift‐end, and respond to emergency situations at any time
• Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies
• Develop a collaborative and professional working relationship with all departments
• Notify immediate manager promptly of all issues and take prompt corrective action when necessary
• Encourage team engagement
• Foster a positive work environment to achieve the company’s mission, vision, and values
• Assist in creating and updating training material
• Mentor employees on best practices and procedures
• Support management with the research, implementation, and training of new technology and service lines
• Work with supervisor and management staff to resolve issues
• Other duties as assigned

Clinical Support Team Lead

General

• Serve as an ultrasound subject matter for imaging standards, workflows and best practices
• Assist with gathering protocols, standards of practice, training materials and clinical reference resources
• Support quality assurance programs and identify educational opportunities and workflow gaps
• Provide expert support for ultrasound PACs and reporting systems, including implementation support, optimization and troubleshooting
• Serve as a clinical liaison for clients and support onboarding and workflow development
• Mentor and coach optimization for AP sonographers and client's OB/MFM sonographers
• APS schedule development/management
• Other duties as assigned

Lead, Advanced Practice Sonographer

Customer Support

• Effectively communicate with hospital clinical staff and Access TeleCare physicians to ensure timely and efficient patient care
• Courteously answer all incoming calls to the consult center and accurately take down patient information
• Effectively communicate with clinical specialists to ensure timely, efficient and satisfactory results
• Coordinate paperwork, ensure images uploaded from client hospitals to VidiStar, set up video conferencing exam-units and testing connections
• Ensure courteous and respectful handling of all inbound and outbound phone calls from/to employees, clients and clinical specialists
• Provide Tier 1 technical support to hospitals and to company physicians
• Facilitate and confirm timely hand off to Tier 2 IT support
• Report any failure of SLA or company goals or conflicts to supervisor immediately
• Complete other tasks as needed

Clinical Support Representative – Full-Time, Mid-Shift

• Perform comprehensive patient registration, including obtaining accurate demographic and insurance information from multiple Electronic Medical Record (EMR) systems and entering this info into Access TeleCare’s billing system
• Verify insurance eligibility and coverage benefits using payer portals, phone calls, and real-time eligibility tools
• Identify and resolve issues related to insurance eligibility, including coordination of benefits and out-of-network policies
• Escalate complex coverage or registration issues to management or the billing department as needed
• Maintain compliance with HIPAA and all regulatory guidelines regarding patient data and insurance handling
• Other duties as assigned

Registration Specialist

Clinician

• Act as the main point of contact for clinicians, building trusted relationships and responding promptly to clinician needs while engaging internal resources as needed
• Serve as the primary point of contact and coordinator for newly onboarding clinicians by managing internal requirements across departments and client needs
• Host clinician welcome calls
• Ensure clinicians are set up in internal systems
• Coordinate with internal credentialing, licensing, and privileging (CLP) teams
• Ensure clinicians are properly trained and educated on all systems and processes required to perform their work
• Maintain critical clinician information including privileging profiles, work status, contract type, Pod assignment, demographics, and expiration tracking for CLP, EMR access, DEA/CDS, and other requirements
• Maintain information needed to support clinicians while on shift, including EMR access and client-specific workflows
• Proactively communicate upcoming changes such as new sites, workflows, announcements, and policies
• Support clinicians with technical needs including EMR access, cart technology, and internal software while ensuring issue resolution
• Monitor clinician compliance related to signed orders, consult notes, and required documentation
• Distribute clinician dashboards, roadmaps, and reports as required
• Organize and facilitate meetings, prepare meeting materials and minutes, and track action items
• Support go-lives at new sites
• Manage clinician offboarding processes
• Perform other duties as assigned

Clinician Liaison – Overnight, Full Time

Medical Director

• Own the overall client experience in your assigned territory and manage the customer relationship post implementation
• Articulate service line value and facilitate resolution to customer client inquiries
• Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive client initiatives within the organization
• Perform monthly calls and quarterly business reviews with your book of business and onsite client visits to maintain client health and strengthen the client partnership
• Directly influence our clients’ experiences at the executive leadership level and act as the escalation point for any satisfaction issues within the relationship
• Balance the role as a client advocate and strong representative of Access TeleCare with minimal supervision
• Frequent travel within assigned territory & corporate offices
• Travel 30-40% within territory & corporate offices
• Other duties as assigned

Director Client Services – Healthcare

• Provide leadership and direction for day-to-day operations, in collaboration with the Senior Vice President, Neurology Operations focused on business unit transformation, growth, performance improvement and overall operational execution.
• Lead the development and maintenance of advanced analytical tools, KPI dashboards, and performance reporting in partnership with IT, Data Warehouse, and Analytics teams, ensuring data integrity, standardization, and HIPAA compliance.
• Lead the enhancements of clinical payroll and compensation systems, ensuring accuracy, transparency, and scalability through integration of data architecture and operational workflows.
• Responsible for driving processes and monitoring KPIs related to turnaround times for internal requests on launch capacity and timing for late-stage growth opportunities coordinating with the Business Development Department and leading up to official “hand-off to launch” processes.
• In coordination with the Senior Vice President, Neurology Operations, design and implement scalable, repeatable processes that incorporate operational, financial, and pricing considerations to support sustainable growth inclusive of new program offerings and operation readiness that fosters their success.
• Support BU Leadership by partnering with Finance on forecast modeling and revenue realization tracking,; support business unit leadership on Monthly Operational Reviews and key executive presentations.
• Identify data quality risks, reporting gaps, and process inefficiencies early & support mitigation strategies.
• Partner with Clinical Provisioning teams to enhance scheduling optimization and automation within the TIQ-Scheduler suite in Salesforce.
• Provide direct supervision of staff, including assignment of work tasks, coaching and general performance management.
• Coaches, develops and mentors direct reports with an emphasis on building career paths for professional growth.
• Administer progressive discipline, including corrective action, when necessary, to ensure high levels of job performance and compliance with company policy.
• Conduct formal performance appraisals for all direct reports and develops action plans for continued development and performance improvement.
• Manage payroll activities for direct reports to include timekeeping, approval for time off requests, and other administrative functions.
• Other duties as assigned.

Director, Clinical Operations

Business Intelligence Analyst

• Serve as a core strategic advisor to the SVP, Neurology Operations and NBU leadership, leveraging data-driven insights to support business unit transformation, growth, and performance improvement
• Lead the enhancements of clinical payroll and compensation systems, ensuring accuracy, transparency, and scalability through integration of data architecture and operational workflows
• Lead the development and maintenance of advanced analytical tools, KPI dashboards, and performance reporting in partnership with IT, Data Warehouse, and Analytics teams, ensuring data integrity, standardization, and HIPAA compliance
• Partner with Finance on forecast modeling, revenue realization tracking, and budget management; support business unit leadership on Monthly Operational Reviews and key executive presentations
• Provide analytical support and operational assistance to Operations leadership on strategic investment planning and execution of financial and clinical performance targets.
• Identify data quality risks, reporting gaps, and process inefficiencies early; drive mitigation strategies to ensure accurate and timely delivery of analytics products
• Monitor KPIs related to provider readiness, implementation timeliness, turnaround times for BD requests, and launch timeline adherence
• Partner with Clinical Provisioning teams to enhance scheduling optimization and automation within the TIQ-Scheduler suite in Salesforce
• Partner with Data Warehouse and Analytics teams to ensure the NBU has access to accurate data, including clinician profiles and service site registries, within Salesforce, TelemedIQ, and other operational platforms.
• Design and implement scalable, repeatable processes that incorporate operational, financial, and pricing considerations to support sustainable growth inclusive of new program offerings and operation readiness that fosters their success.
• Collaborate cross-functionally with Finance, Credentialing, Clinical, and Business Development teams to ensure internal (NBU) partners have the reporting and insights needed for informed decision-making
• Effectively lead and develop direct reports, ensuring alignment to goals and overall NBU objectives
• Other duties as assigned.
• Provide direct supervision of staff, including assignment of work tasks, coaching and general performance management
• Coaches, develops and mentors direct reports with an emphasis on building career paths for professional growth
• Administer progressive discipline, including corrective action, when necessary, to ensure high levels of job performance and compliance with company policy
• Conduct formal performance appraisals for all direct reports and develops action plans for continued development and performance improvement
• Manage payroll activities for direct reports to include timekeeping, approval for time off requests, and other administrative functions

Director, Business Intelligence and Operations

• Analyze customer need to provide 24/7/365 remote and hands-on technical support with a clinical sense of urgency for end users in hospitals, clinics and other healthcare settings
• Solve complex technical issues that may encompass hardware, software, scripts, packages and networking in clinical, patient, business, and home office environments
• Use discretion and judgement when managing, updating, and troubleshooting systems, or escalating cases, to ensure clinical care can be provided at all times
• Deliver exceptional customer service to address stakeholder concerns, particularly while performing varied and complex tasks within high pressure clinical situations
• Serve as the first line of defense for initial fault isolation, optimal resolution, root-cause and cost/benefit analysis with detailed event documentation
• Install, configure, maintain, repair and troubleshoot all applicable hardware, peripherals, third-party software applications and proprietary scripts in compliance with company SLAs and policies for security and HIPAA/protection of PHI
• Take ownership of support cases and use critical thinking to resolve in a timely manner, coupled with excellent documentation
• Respond in a prompt, courteous manner to all inquiries and requests, prioritizing issues that impact clinical efficiency and outcomes
• Perform periodic onsite installation of hardware, software and upgrades and testing connectivity in clinical environments
• Collaborate with medical staff, clinical leadership, technology vendors and other executives to successfully test, configure, launch and maintain telemedicine support systems
• Maintain professional and technical knowledge of OEM hardware and software product enhancements, modifications, updates, networking environments and security practices that may enhance or impede the ability to practice via telemedicine
• Contribute to problem resolution approaches, operational support procedures, training documents and escalation plans for telemedicine support to increase system uptime
• Help validate new configurations and configuration management processes, workflows and procedures, as well as third party releases, firmware, and new hardware and peripherals
• Work with infrastructure and product engineering to develop pre- and post- patching process to ensure proper implementation without any outages
• Coordinate patch schedule with infrastructure management, security operations, governance, and clinical operations
• Create and document operational metrics, report project status as required for all recurring and non-recurring efforts
• Test new releases of products to ensure compatibility and minimize user impact
• Develop and document technical processes and procedures as needed
• Must be able to work on-call shift in a round robin setting with other teammates
• Assist with other relevant projects as assigned
• Serve as an escalation path for Tier 1 Clinical Support Representatives
• Other duties as assigned

IT Clinical Support Representative, FT/On-Call/Weekends

• Effectively communicate with hospital clinical staff and Access TeleCare physicians to ensure timely and efficient patient care
• Courteously answer all incoming calls to the consult center and accurately take down patient information
• Effectively communicate with clinical specialists to ensure timely, efficient and satisfactory results; this includes coordinating paperwork, ensure images uploaded from client hospitals to VidiStar, setting up video conferencing exam-units and testing connections
• Ensure courteous and respectful handling of all inbound and outbound phone calls from/to employees, clients and clinical specialists
• Provide Tier 1 technical support to hospitals and to company physicians
• Facilitate and confirm timely hand off to Tier 2 IT support
• Report any failure of SLA or company goals or conflicts to supervisor immediately
• Some work is completed without established procedures
• Other tasks as needed

Clinical Support Representative – Mid-Shift

Manager

• Supervise daily operations of the patient registration team, including accurate patient information and insurance data entry into billing system, coverage verification and performance management
• Develop, implement, and continuously improve standard operating procedures for patient intake and registration
• Ensure registration workflows align with HIPAA regulations and company privacy standards
• Collaborate with IT, clinical, and customer service teams to streamline registration processes and resolve workflow issues
• Monitor and report on key performance indicators (KPIs) and registration metrics to identify opportunities for improvement
• Train and support registration staff in using EHR systems, CRM tools, and telehealth platforms
• Stay current on healthcare compliance, telehealth regulations, and best practices in patient data management
• Manage offshore team performance to ensure consistent operations and look for opportunities to expand workflows to the offshore counterparts. Deliver timely performance evaluations and feedback to drive employee development and accountability
• Provides direct supervision of staff, including assignment of work tasks, coaching and general performance management
• Coaches, develops and mentors direct reports with an emphasis on building career paths for professional growth
• Administers progressive discipline, including corrective action, when necessary, to ensure high levels of job performance and compliance with company policy
• Conducts formal performance appraisals for all direct reports and develops action plans for continued development and performance improvement
• Manages payroll activities for direct reports to include timekeeping, approval for time off requests, and other administrative functions
• Other duties as assigned

Patient Registration Manager

• Oversee all clinical processes and serve as the client champion for Access TeleCare’s Neurology programs
• Build effective relationships with client stakeholders
• Develop clinician workflows
• Support new program implementation
• Create action plans to support service performance
• Interface with clinicians to facilitate clinical excellence
• Serve as the clinical point of contact for practice-related issues at partner sites
• Maintain working rapport with individual providers covering the service to address clinical workflow or practice issues
• Build and maintain positive working relationships with partner facility clinical staff
• Analyze and present reports on healthcare processes and patient outcomes
• Coordinate performance improvement activities focused on specific patient services or organizational quality initiatives

Service Excellence Manager – RN

Client Services Representative

• Own the overall client experience in your assigned territory and manage the customer relationship post implementation
• Articulate service line value and facilitate resolution to customer client inquiries
• Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive client initiatives within the organization
• Perform monthly calls and quarterly business reviews with your book of business and onsite client visits to maintain client health and strengthen the client partnership
• Directly influence our clients’ experiences at the executive leadership level and act as the escalation point for any satisfaction issues within the relationship
• Balance the role as a client advocate and strong representative of Access TeleCare with minimal supervision
• Frequent travel within assigned territory & corporate offices
• Travel 30–40% within territory & corporate offices
• Other duties as assigned