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Managed Services Agent

Company: SOC Telemed
Location: Reston
Posted on: June 17, 2022

Job Description:


Company Overview

SOC Telemed (SOC) is the leading national provider of acute telemedicine technology and solutions to hospitals, health systems, post-acute providers, physician networks, and value-based care organizations since 2004. Built on proven and scalable infrastructure as an enterprise-wide solution, SOC's technology platform, Telemed IQ, rapidly deploys and seamlessly optimizes telemedicine programs across the continuum of care. SOC provides a supportive and dedicated partner presence, virtually delivering patient care through teleNeurology, telePsychiatry, teleCritical Care, telePulmonology, teleCardiology, teleInfectious Disease, teleNephrology, teleMaternal Fetal Medicine and other service lines, enabling healthcare organizations to build sustainable telemedicine programs across clinical specialties.

Position Overview

SOC Telemed provides the services of the Consult Coordination Center (CCC) to companies that want to use our Telemed IQ platform to manage their telemedicine program. The company's Consult Coordination Center (CCC) is a "virtual hospital", dedicated to accelerating patient care. The Managed Service Agent is a specialized position performing multi-channel emergency and routine consultation assignment for multiple service lines. The Managed Service Agent is responsible for receiving and prioritizing emergency and routine consultations across multiple service lines and specialties.

Essential Functions

  • Effectively and efficiently manage consultations for multiple facilities and clients
  • Uses established and approved protocols, workflows, and the computer-aided dispatch system to evaluate the situation and take the appropriate actions. Monitors and maintains ques to quickly prioritize and assign consultations to meet or exceed SLAs.
  • Demonstrate service excellence in meeting and exceeding all metrics
  • Exhibit a high degree of professionalism at all times 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 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.
  • Able to use internal and external downtime procedures
  • Maintains a positive team spirit and fosters a positive organizational culture that aligns with the SOC values.
  • Performs other duties and responsibilities as required or requested.

    Required Education and Experience:
    • High School diploma or equivalent
    • Medical terminology certificate, or the ability to attain a medical terminology certificate
      Preferred Education And Experience
      • Call Center experience
      • Medical or clinical experience (EMT, nursing, etc.)
      • Emergency management or preparedness experience

        As part of its total compensation strategy, SOC Telemed provides its employees with a comprehensive benefits package. The benefits program is designed to provide you with the opportunity to select benefit options that best fit your lifestyle and personal choices.
        • Health Insurance (Medical, Dental, Vision)
        • Health Savings Account
        • Flexible Spending (Medical and Dependent Care)
        • Employer Paid Short and Long Term Disability
        • Employer Paid 1x Life and AD&D (Supplemental available)
        • 401(k) & Roth 401(k) with match
        • Up-to 16 days of PTO
        • 10 Paid Holidays
        • Pregnancy and Parental Leave
        • Military Leave Pay
        • Commuter Assistance
        • LI-REMOTE
          SOC Telemed, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. a division of SOC Telemed.

Keywords: SOC Telemed, Reston , Managed Services Agent, Sales , Reston, Virginia

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