Patient Digital Ambassador - Center for Virtual Health

Job Requisition #: JR59312

End Date: 12/31/2021

Location: Wilmington, Delaware

Position Type: Clinical (non-nursing)

Shift: Day Shift, Rotation Day/Evening/Morning

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PRIMARY FUNCTION:

The Patient Digital Ambassador (PDA) is the main point of contact for patient engagement in virtual care.  The PDA is responsible for registering patients, assisting patients with registering for the ChristianaCare portal, setting up and troubleshooting monitoring technology, monitors clinical dashboards, and facilitates escalation of clinical alerts to the Virtual Registered Nurse (VRN) and/or provider as necessary.  The PDA ensures timely set up of ordered services and assists the patient in navigating virtual care.

***Please note the hours of operation will be 7:00am -8:00pm, with a weekend rotation required.  There will be 2 shifts:  7:00am-3:30pm and 11:30am to 8:00pm and position locations in Wilmington, Rehoboth, and Dover***

PRINCIPAL DUTIES AND RESPONSIBILITIES:  

  • Utilizing computer camera, virtually greets the patient and facilitates the virtual health registration process.

  • Schedules appointments with awareness of insurance and provider

  • Assists patient with setting up ChristianaCare portal account and provides overview of portal functions

  • Virtually obtains and records patient vital signs and updates the electronic health record (EHR)

  • Completes necessary patient-specific documentation and obtains appropriate consent for treatment.

  • Ensures EMR is up-to-date with all pertinent test results in preparation for visit

  • Enrolls patient into virtual monitoring as directed by the VRN or provider

  • Obtains test results from external providers and ensures appropriate placement in the EHR

  • Closes appropriate quality gaps in care

  • Works with patient and family/support person to set up monitoring device and ensures connection to appropriate dashboard.

  • Tests monitoring device with patient and/or support person.

  • Monitors clinical dashboard in accordance with established protocols and escalates clinical indicators to the VRN or provider in accordance with established protocols.

  • Ensures timely return of telemonitoring equipment

  • Answers all phone calls in a professional manner and relays accurate messages

  • Communicates with members of the healthcare team through electronic software, placing messages in appropriate locations in the EHR or software.

  • Handles patient call backs relaying information per the direction of provider

  • Facilitates scheduling of referrals based on patient and practice needs.

  • Facilitates collection of copays electronically

  • Facilitates scheduling of all tests, procedures and surgeries as per practice needs.

  • Perform clerical duties as assigned by supervisor

  • Performs other related duties as required

  • Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.


EDUCATION AND EXPERIENCE REQUIREMENTS:

  • Associate degree in health related field required, bachelor degree preferred; or

  • A graduate of a recognized Medical Office Assistant Program or

  • Hold current Medical Assistant Certification by a national organization accredited by the National Commission for Certifying Agencies (NCCA) or the American National Standards Institute (ANSI)

  • 2 years' experience in healthcare related field or Medical Assistant preferred


KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

  • Ability to engage with patient and family in a virtual environment

  • Ability to utilize a headset for phone and computer communications

  • Highly comfortable with using camera for all virtual communications with patient, and/or patient support person(s).  Camera use is required.

  • Knowledge of computer software

  • Ability to effectively operate and troubleshoot a variety of clinical monitoring devices

  • Ability to efficiently and effectively navigate electronic health records, and software systems

  • Expert ability to communicate effectively via text messaging

  • Ability to constructively collaborate with a variety of healthcare professionals

  • Knowledge record vital signs

  • Knowledge of medical terminology

  • Knowledge of Medicare, Medicaid, and third party private payers

  • Ability to help patients navigate referrals and follow-up testing

  • Ability to organize and complete various tasks simultaneously

  • Ability to apply good oral and written communication skills

  • Knowledge of physician office systems and practices

  • Ability to adhere to HIPAA and all privacy regulations. 

  • Maintains confidentiality of workplace & patient information

SPECIAL REQUIREMENTS:

For Medical Assistants only:  Medical Assistant certification by a national organization accredited by the National Commission for Certifying Agencies (NCCA) or the American National Standards Institute (ANSI) required if working in state of New Jersey.
 

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.


UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.

Benefits

ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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