Reviews, processes, and tracks all services delivered by providers, nurses and other hub team members. Inputs patient information, responds to calls, provides instruction/support to staff and may act as liaison between physicians, nurse, specialists and other hub team members.

1. Receives incoming phone calls and coordinates communication between providers, nurses and other hub team members related to patient admissions and care coordination.
2. Assesses patient information and processes requests to speak directly to appropriate clinical support team members.
3. Manages multiple patient lists in multiple instances of EMRs – Meditech, Cerner, and Epic for both DH system hospitals and hospitals outside of DH that receive services through the TeleICU program
4. Enters the provider schedules as directed the TeleICU Medical Director into Qgenda and SharePoint. Update schedule as directed by the TeleICU Medical Director and emails TeleICU providers with schedule change as applicable.
5. Enters all admission information into the TeleICU EMR – Philips eCare to ensure all admissions are captured and data flowing through the interface.
6. Manages all admission via Smartsheet to ensure that all information is captured in the right bed a and unit.

7. Monitors and completes multi-system messages in a timely manner to meet clinicians’ needs. Monitors incoming electronic faxes regularly and reviews each to determine the proper course of action in a timely manner.
8. Compiles daily KPI report reviewed by TeleICU leadership.
8. Supports providers and staff in addressing questions/concerns. Provides instruction/support to providers and staff regarding these questions or concerns.
9. Manages in-baskets by monitoring, prioritizing and properly routing the messages. Completes tasks as assigned by providers or clinical staff.
10. Monitors eCare interaces and web viewers for internal and external admissions. Processes new admissions according to established procedures and tracks queue status to ensure that admissions are completed and staff is notified.
11. Implements and monitors DH TeleICU policies and procedures. Participates in initiatives to improve process.
12. Delivers mail to mail room and picks up mail to be distributed within department on a daily basis, completes monthly tracers and weekly BCA (Business Continuity Application) system checks.
13. Performs other duties as required or assigned.

• High school graduate or equivalent with 1 year experience in provider office.



• Knowledge of insurance benefit programs and medical terminology.



• Ability to effectively interact with providers, staff, patients and insurance plan representatives a must.



• Able to prioritize multiple tasks.



• Must have prior computer experience, excellent communication skills, and attention to detail.

• None