Lead Patient Representative - Telehealth

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Patient Representative - Telehealth based in United States. This role serves as a key operational resource within a fast-growing telehealth environment supporting children and families. You’ll help coordinate daily patient access operations while supporting a small team of Patient Access Representatives. The position combines team guidance, quality assurance, patient service, workflow monitoring, and operational problem-solving. You’ll monitor service levels, scheduling activity, inboxes, and performance trends to identify opportunities for improvement. You’ll also contribute to call auditing and quality oversight for digital care and AI-enabled voice technologies. The role requires close collaboration across clinical, operational, and technical teams while maintaining strong privacy and compliance standards. It’s an opportunity to contribute to more accessible, reliable, and patient-centered virtual healthcare services. Accountabilities - Serve as the lead operational resource for the Telehealth Patient Access team, supporting daily workflows and helping maintain efficient service delivery. - Provide onboarding assistance, coaching, guidance, and day-to-day support to Patient Access Representatives while partnering with management on team coordination. - Monitor phone service levels, scheduling queues, inbox volumes, workflow performance, and other operational metrics to identify trends and potential issues. - Conduct call audits and quality reviews, evaluating interactions for accuracy, consistency, compliance, service quality, and patient experience. - Review patient feedback and operational trends, identify recurring challenges, and recommend process improvements to leadership. - Support patient registration, scheduling, access, and related telehealth workflows across multiple clinical divisions.

- Monitor telehealth-related inboxes and ensure patient, provider, and customer inquiries receive timely and appropriate responses. - Investigate and resolve patient and provider concerns, escalating complex access issues when necessary and coordinating resolution across departments. - Support continuity of operations during high-volume periods, technical disruptions, weather events, and telehealth downtime. - Conduct quality monitoring and auditing activities related to digital care and Agentic Voice AI, documenting findings and escalating concerns appropriately. - Promote patient safety by ensuring accurate patient identification, following verification procedures, recognizing special needs, and escalating potential risks. - Protect the confidentiality, security, and integrity of patient, family, medical, and financial information in accordance with HIPAA and organizational requirements. - Support compliance with applicable regulatory and accreditation requirements, including JCAHO, CMS, ODH, and other governing standards. - Complete compliance monitoring and auditing activities, maintain supporting documentation, identify corrective-action opportunities, and communicate findings to leadership. Requirements - High school diploma or equivalent. - At least 5 years of experience in a related professional discipline. - Proficiency with Microsoft 365 applications, including Microsoft Teams, Excel, PowerPoint, and Forms. - Strong customer service skills and the ability to support patients, families, providers, staff, and external stakeholders professionally. - Excellent organization, prioritization, and time-management skills, with the ability to manage multiple responsibilities in a fast-paced and evolving environment. - Demonstrated ability to provide guidance, coaching, onboarding support, or operational leadership to colleagues.