Virtual Health Outreach Specialist at MEMORIAL HEALTH SERVICES in Fountain Valley, California

Job Description:

Position Summary:

Virtual care is a system strategic priority focused on creating value through new patient growth, operational efficiency, population health, and consumer engagement.

The Virtual Health Outreach Specialist is responsible for driving the virtual care strategy at the patient and customer level through excellent customer service, problem solving skills, and care navigation. They will serve as the first point of contact for patients and customers experiencing technical issues connecting with our virtual health services and will respond timely, and professionally to each interaction until the issue is resolved. The Outreach Specialist will also have roles in program performance improvement, advancing customer communication, KPI metric reporting, and Virtual Health Department operational support.

Principal Duties and Responsibilities:

• Meet directly with customers and patients to install and/or troubleshoot virtual health devices or connect to virtual health platforms
• Host healthcare technology clinics and office hours to engage patients and inform them about virtual health offerings and how to utilize them effectively
• Efficiently problem solve technical issues with virtual health devices or platforms (e.g. Zoom, TytoCare, SilverCloud). Communicate in an organized and timely way until each issue is resolved.
• Delight our customers and patients with each interaction
• Assist the patient with their full needs, serving as a bridge to other MemorialCare programs that, based on patient needs, could benefit the patient
• Utilize learnings and patient feedback to develop and improve patient-facing materials and guides, or where necessary, communicate opportunities for process change to Virtual Health Team
• Collaborate with various departments (e.g. marketing, operations) to improve the patient experience
• Staff health fairs and other externally facing events from time to time to serve as a liaison from MemorialCare to the community to engage new patients in virtual services.
• Pull Virtual Health KPIs to share with administrative leadership and clinics, prepare suggested next steps to impact metrics positively
• Be knowledgeable on all virtual health programs and common troubleshooting issues
• Perform cash and inventory reconciliation as required
• Connect patients to MemorialCare resources outside of the virtual health department
• Be adaptable to new technologies and capabilities
• Be at work and be on time
• Follow company policies, procedures and directives
• Stay organized, prioritize and multi-task appropriately

• Excellent communication skills (written and verbal) - ability to communicate clearly, concisely, and kindly. Ability to adapt language based on technical knowledge of patient or customer
• Demonstrated ability to learn new technologies quickly and with ease
• Excellent problem-solving skills - ability to take logical steps to diagnose a problem, break a complex problem down into small pieces, narrow in on and resolve the issue
• Passion for improving healthcare, creating new capabilities, and improving patient lives through valuable programs and experiences
• Familiarity with healthcare operations preferred

• Bachelor's degree in Healthcare Management, Business Administration, IT or related field preferred