Telehealth Program Coordinator - University of Maryland Medical System

The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.

Responsible for the delivery of telehealth services throughout the University of Maryland Medical System.

Accountable for the quality of telehealth services delivered, maintenance and evaluation of teleport equipment, and for promoting reliable telehealth patient care and continuity of services. Work is performed under limited supervision. Direct report to the Director, Center for Telehealth.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

Develop, manage, and evaluate clinical services provided to the telehealth patient population in accordance with clinical, financial, and service quality standards and objectives.

 • Perform routine quality assurance checks to monitor the quality of telehealth services and implement improvements as needed.

Assist with coordinating patient care technology across cross-functional departments, supporting telemedicine/telehealth services and telemedicine/telehealth best practices.

Assess requirements for care delivery systems to meet patient population requirements in collaboration with the Director, Center for Telehealth and IT leadership.

Plan strategies and services to meet clinical objectives.

Assure excellence of clinical practice and patient care services, improving clinical outcomes and achieving productivity and expense reduction goals.

Identify and resolve operational and performance gaps and obstacles; recommend/implement changes and improvements.

Ensure adherence to applicable federal and state laws, rules and regulations governing telehealth services.

Establish practice partnership(s), which meet the requirements of all customers (e.g., patients, physicians, nurses, and payors).

Collaborate with the Director, Center for Telehealth and other multidisciplinary team members to assess, redesign and continually improve the effectiveness and productivity of the Telehealth program.

Assume a lead role in coordinating delivery of telehealth provided to patients at various facilities within and outside the organization.

Implement systems to assess and respond to customer perceptions of service; assist in obtaining and incorporating customer feedback into service design.

Train and coach staff in process analysis and improvement including the use of data to assess and improve performance.

 Support innovation in care delivery systems by staying current with innovations and literature in healthcare and care delivery; disseminate and incorporate research findings into operations.

Manage and oversee work request process for new and/or current equipment.

Track and actively assist with any IT issues.

Facilitate and establish timelines for implementation of pre and post- live teleport setup and support.

New Product evaluation and testing.

Serve as liaison between UMMS and end users (e.g., requests, standard operating procedures, etc.).

Monitor program objectives and procedures; maintain records and prepare reports.

Provide guidance to the programming and operation staff related to hardware/software issues; analyze computer equipment and related software.

Facilitate cost-saving initiatives for Telehealth sites.

Perform other duties as assigned.

Education and Experience

 • Bachelor's degree in Computer Science, Health Science, or related field required. Master's degree preferred. 3 + years' professional experience working with telehealth platforms in a hospital setting required.

Knowledge. Skills and Abilities

Working knowledge of telehealth programs, operations and best practices.

Working knowledge of medical terminology and procedures.

Working knowledge of applicable federal and state laws, rules and regulations that govern telehealth services.

Demonstrated proficiency with videoconferencing software and equipment, and electronic health record systems.

Effective analytical, conceptual thinking, critical thinking, planning, organizational, and problem-solving skills.

Effective skill developing and maintaining collaborative working relationships with all levels of leadership, staff, and vendors.

Effective skill managing multiple initiatives and meeting changing requirements and priorities to accomplish objectives.

Ability to work independently as well as in a team environment with limited supervision.

Ability to analyze, compare, contrast, and validate work with keen attention to detail.

Ability to collaborate with multiple members of the health care and administrative leadership team.

Ability to think critically, develop conceptual designs for improvement of services and plans and organizes successful implementation of projects.

Advanced skill in the use of Microsoft Office Suite (e.g., Excel, Word, PowerPoint).

Advanced verbal, written and interpersonal communication skills.

All your information will be kept confidential according to EEO guidelines.Knowledge, Skills, & Abilities • Advanced knowledge of and understanding of the healthcare technology and services industry including patient and clinician needs as well as the evolving economics of healthcare including valuebased care. • Advanced knowledge of product marketing principles, techniques, and best practices. • Advanced knowledge of various marketing tools, techniques, and platforms. • Proven ability collaborating with end users, product development, product management, and business teams. • Demonstrated proficiency leveraging digital marketing channels and tools to drive brand awareness and lead generation. • Proven track record of delivering measurable business value and achieving results in marketing initiatives. • Keen ability to understand context, audience, and usability of the product. • Advanced skill creating compelling content and delivering impactful presentations. • Ability to effectively manage multiple tasks and competing priorities in a fast-paced environment, meeting deadlines consistently. Page 3 of 5 • Advanced project management skills with a proven track record of delivering projects on schedule and within budget. • Advanced conceptual thinking, creative thinking, planning, organizational, and problem-solving skills. • Advanced skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes. • Advanced skill developing and maintaining collaborative working relationships with all levels of leadership, staff, customers, and vendors. • Thrives in a startup environment that is embedded within a larger organization. • Fearlessly, boundlessly creative and relentlessly attentive to detail. • Exhibit high self-motivation and ability to work and plan independently as well as in a team environment. • Advanced skill in the use of Microsoft Office Suite (e.g., Outlook, Word, PowerPoint, etc.)