Certified Telehealth Specialist

About the role

The Certified Telehealth Specialist works in conjunction with remote technicians and doctors to perform activities involving patient care, pre-testing, being a chairside advocate during the remote exam, and maintaining the doctor’s appointment schedule to deliver a professional and pleasurable patient experience.

With Telehealth, this role is responsible for conducting pre-testing and specialized testing for tele-optometric exams using Telehealth-related equipment and instruments. The Certified Telehealth Specialist (CTS) acts as a patient advocate, guiding the patient through the entire Telehealth exam experience—from pre-test, being chairside during the exam, and handing the patient off to an optician to purchase materials.

Responsibilities

• Complete patient registration by gathering patient information, including medical history and ocular health data.
• Conduct pretesting and explain each step of the process, including which instruments conduct which tests and why they are important.
• Engage the patient in friendly conversation (e.g., asking lifestyle questions) to uncover potential needs for eyeglasses and/or contact lenses.
• Assist the remote technician and remote doctor when interacting with patients.
• Partner with the remote doctor to help make appropriate lens recommendations using lens and handoff tools.
• Escort the patient to the appropriate optician or technician after the exam, explaining the recommendations for eyeglasses and/or contact lenses.
• Instruct patients on medical care as prescribed by the doctor’s treatment plan and schedule follow-up appointments as needed.
• Participate in practice meetings and projects as requested.
• Ensure maximum OD utilization through pre-appointment confirmation, daily appointment confirmation, and contacting patients from recall listings.
• Call all no-show or canceled patients to reschedule appointments.
• Perform end-of-day responsibilities, including opti-schedule wrap-up and end-of-day checklist.
• Make recommendations for efficiencies, processes, or improvements that deliver quality, cost savings, or profitability within the store or across the organization.
• Perform other duties within the practice as requested and as time allows.

Qualifications

• High school diploma or GED qualification.
• Minimum 1-year experience evaluating patients for eye exams and dispensing eye exam medications.
• Familiarity with medical terms associated with eye treatment.
• Effective and professional verbal communication skills to discuss prescriptions and treatment plans.
• Professionalism and high level of personal and professional integrity; ability to put personal feelings aside when conducting business.

Skills

• Effective verbal and written communication skills to work with co-workers and outside vendors and prepare concise documentation.
• Experience maintaining patients’ records/files per HIPAA regulations.
• Entry-level PC skills, including Microsoft Office, Windows, and word processing.
• Demonstrated ability to work successfully in a team environment, prioritizing the good of the team over the individual.

Benefits

• 401(k) with match.
• Medical, dental, life, short-term disability (STD), and long-term disability (LTD) insurance.
• Vision Service Plan.
• Employee Vision Discount Program.
• HSA/FSA options.
• Paid time off (PTO).
• Paid holidays.

Benefits applicable to full-time employees only.

Physical Demands

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.