At Boston Children's Hospital, success is measured in patients treated, parents comforted and teams taught. It's in discoveries made, processes perfected, and technology advanced. In major medical breakthroughs and small acts of kindness. And in colleagues who have your back and patients who have your heart. As a teaching hospital of Harvard Medical School, our reach is global and our impact is profound. Join our acclaimed Innovation, Digital Health & Accelerator and discover how your talents can change lives. Yours included.
The Virtual Health Liaison II shall be responsible for:
Providing daily phone and email support to patients, families and technical/administrative staff for Virtual Health programs.
Providing technical advice, problem solving assistance and answers questions; triages and refers to appropriate technical/administrative staff when unable to resolve or respond.
Liaison between the Practice Liaison Program, Information Services, clinical departments, Virtual Care team, MyChildren's portal team and leadership to resolve technical and functional issues and answer questions.
Remaining current on all enhancements to features and functionality
Assisting with training of new and existing Patient Portal Liaison I(s) on the features, functionality, policies and processes, as well as on all department processes.
Assisting program teams with creating/maintaining user guides, training materials, and promotional literature.
Assisting program teams with the implementation/deployment of new features and functionality including documenting workflows, end user requirements and testing protocols as well as performing testing and deployment activities.
Preparing periodic technology and user support reports on support activities, progress and status for management.
Serving as the point person in the absence of supervisor for problem identification and resolution, as well as notifying manager when confronted with difficult and/or unpredictable situations with patients, families and team members.
In order to qualify you must have:
Bachelor's Degree in Information Technology Systems, Computer Science, Engineering or related field strongly preferred. Associates Degree required with three years of relevant experience.
Minimum of 18 plus months experience as a Patient Portal Liaison I OR 3 years of related experience (i.e., customer service experience, preferably in a technology help desk setting).
Ability to communicate effectively both orally and in writing, provide strong attention to detail, demonstrate empathy in difficult interpersonal situations and have strong customer service skills.
Ability to work with diverse internal and external constituencies.
Boston Children's Hospital offers competitive compensation and unmatched benefits, including affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.
Boston Children's Hospital is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
Internal Number: 3016893
About Boston Children's Hospital
Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care. As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.