Remote Care Monitoring
Position Summary:
This position requires a compassionate individual to join our team as the Remote Care Monitor (RCM). The responsibilities of the RCM include coordinating the daily functions of a Telehealth and Fall Safety Monitoring service while remotely facilitating the wellness and safety of the patient. Through a collaborative cross matrix of multiple disciplines, the RCMs will work with families, healthcare professionals and vendors to ensure the efficient care of the patient.
To succeed in this position, candidates should be organized, compassionate, empathetic, and have exceptional communication, computer, and problem-solving skills. You should possess interpersonal skills and be resourceful and adaptable with the ability to build rapport with team members, clients, and partners.
Job Duties and Responsibilities:
Observes and monitors patient alerts triggered by biometric data, health surveys, falls and home behavioral sensors
Escalates with the member/patient, family, healthcare team or Emergency Response Service
Utilizes predefined protocols to establish escalation pathways for high priority triage
Answers calls from customers regarding product
Schedules installation and pre-installation meetings with customer or client
Documents accurately and comprehensively based on the current organization policies
Exercise good judgment and logical thought patterns in emergency situations
Gain control of calls, obtain callers confidence by actively listening and remaining calm, convey objectivity, compassion and confidence
Maintain excellent communication, customer service, and public relations skills
Able to work every other weekend and rotating holidays
Punctual and consistent attendance
Work a minimum of 5 days per week or a minimum of 40 hours per week
Skills and Qualifications:
Ability to communicate effectively in English through reading, writing, speaking and listening
Intermediate computer skills include: navigating the internet, video calling, data entry in Electronic Medical Record (EMR) or Remote patient monitoring software
Must have exceptional verbal communication skills
Ability to multitask
Proficiency in Google Workspace (previously Google G suite) required
Strong understanding of cultural competency
Education and Experience Requirements: Must be 18 years of age or older
High School Diploma or GED
College experience is preferred, but not required
Pass a pre-employment drug test and background check
Customer service experience in a fast-paced environment preferred
Work-from-home experience (2+ years) preferred
Bilingual applicants preferred (Spanish, Vietnamese and Mandarin/Cantonese)
Work environment This is a remote position
Ability to work independently and successfully with minimal direct oversight is required
Work is performed primarily in a standard office setting with constant public contact (by telephone or through video technology) with frequent interruptions
Ability to work well within a cross-functional team environment and diverse communities
Physical Requirements:
Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information.
Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Technical Requirements:
High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required.
Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.