Lead Patient Representative - Telehealth

Primary Location Remote Department Telemedicine Shift Day (United States of America) Schedule Full time Weekly Hours 40 FTE 1 Employee Status Regular *Expected Starting Pay Range $22.79 - $28.53 *Starting pay is based on experience, skills, and equity; exceptions may apply for highly qualified candidates. Additional pay (e.g., shift, on‑call, or weekend differentials) and benefits may apply. Annual pay may vary based on FTE status. At Cincinnati Children's, telehealth is helping redefine how children and families access expert care. Through innovative virtual care programs, remote patient monitoring, and online specialty consultations, we connect patients with the care they need, when and where they need it. As the Lead Patient Access Representative serves as the primary operational resource for the Center for Telehealth Patient Access team, supporting daily operations and service excellence across a team of three Patient Access Representatives. This role assists the Manager with workflow coordination, operational monitoring, quality assurance activities, staff coaching, onboarding support, escalation management, patient experience initiatives, and operational reporting. The position serves as a subject matter expert and lead resource for Telehealth Patient Access Representatives, helping to ensure compliance, consistency, and exceptional customer service. In addition, this role provides oversight for quality monitoring and auditing activities related to Agentic Voice AI. This is an exciting opportunity for a highly organized, service-focused professional who is passionate about healthcare innovation and improving access to care for children and families. JOB RESPONSIBILITIES Operational Leadership & Team Support 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 to evaluate service standards, accuracy, and adherence to departmental procedures.  Review patient experience feedback and identify opportunities for service improvement.  Monitor operational trends, identify recurring issues, and provide recommendations to leadership. Identify operational issues, recommend process improvements, and assist with implementation of solutions. Support continuity of operations during high-volume periods, weather events, technical issues, and Telehealth downtimes. Call Monitoring for Digital Care  Conduct call monitoring, auditing, and quality review activities  Evaluate interactions for accuracy, consistency, compliance, and patient experience standards. Document findings and escalate concerns. Patient Access & Customer Service Provide exceptional customer service to patients, families, providers, staff, and external agencies. Support patient registration, scheduling, and access functions across multiple clinical divisions. Monitor the Telehealth and Telehealth Appointment inboxes, ensuring timely review and response. Support Foster Care Telehealth workflows and related operational processes. Investigate and resolve patient, provider, and customer concerns in accordance with organizational policies and procedures. Escalate complex patient/provider access issues and facilitate resolution across departments. Safety  Promote patient safety by ensuring accurate patient identification and adherence to patient verification procedures.  Identify patients with special needs and recognize indicators requiring additional precautions or support.  Escalate potential patient safety concerns, identity discrepancies, and operational risks.  Serve as a lead resource during operational disruptions. HIPAA & Confidentiality Maintain the confidentiality, security, and integrity of patient, family, medical, and financial information at all times. Access only information necessary to perform job responsibilities. Provide guidance to staff regarding HIPAA and confidentiality best practices. Identify, address, and escalate privacy concerns and potential compliance risks to leadership. Compliance & Auditing Ensure regulatory compliance with organizational policies and applicable requirements, including JCAHO, CMS, ODH, and other governing agencies. Complete compliance monitoring and auditing activities. Identify compliance concerns, trends, and opportunities for corrective action. Escalate compliance findings and recommend solutions to leadership. Assist in maintaining documentation and operational processes that support regulatory readiness. JOB QUALIFICATIONS 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. PREFERRED QUALIFICATIONS Experience creating or maintaining documentation. Demonstrated 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. About Us At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do b