Lead Patient Representative - Telehealth

Primary Location

Remote

Department

Telemedicine

Shift

Day (United States of America)

Schedule

Full time

Weekly Hours

40

FTE

1

Employee Status

Regular

* Expected Starting Pay Range

$22.79 - $28.53

* Starting pay is based on experience, skills, and equity; exceptions may apply for highly qualified candidates. Additional pay (e.g., shift, on‑call, or weekend differentials) and benefits may apply.

Annual pay may vary based on FTE status.

At Cincinnati Children’s, telehealth is helping redefine how children and families access expert care. Through innovative virtual care programs, remote patient monitoring, and online specialty consultations, we connect patients with the care they need, when and where they need it.

As the Lead Patient Access Representative serves as the primary operational resource for the Center for Telehealth Patient Access team, supporting daily operations and service excellence across a team of three Patient Access Representatives. This role assists the Manager with workflow coordination, operational monitoring, quality assurance activities, staff coaching, onboarding support, escalation management, patient experience initiatives, and operational reporting. The position serves as a subject matter expert and lead resource for Telehealth Patient Access Representatives, helping to ensure compliance, consistency, and exceptional customer service.

In addition, this role provides oversight for quality monitoring and auditing activities related to Agentic Voice AI.

This is an exciting opportunity for a highly organized, service-focused professional who is passionate about healthcare innovation and improving access to care for children and families.

• Serve as the lead operational resource for the Telehealth Patient Access team.
• Support the Manager in maintaining daily operations and workflow efficiency for a team of three Patient Access Representatives.
• Provide guidance, onboarding support, coaching, and day‑to‑day operational assistance to team members.
• Monitor phone service levels, scheduling queues, inbox volumes, and workflow performance metrics.
• Conduct routine call audits and quality reviews to evaluate service standards, accuracy, and adherence to departmental procedures.
• Review patient experience feedback and identify opportunities for service improvement.
• Monitor operational trends, identify recurring issues, and provide recommendations to leadership.
• Identify operational issues, recommend process improvements, and assist with implementation of solutions.
• Support continuity of operations during high‑volume periods, weather events, technical issues, and Telehealth downtimes.

• Conduct call monitoring, auditing, and quality review activities
• Evaluate interactions for accuracy, consistency, compliance, and patient experience standards.
• Document findings and elevate concerns.

• Provide exceptional customer service to patients, families, providers, staff, and external agencies.
• Support patient registration, scheduling, and access functions across multiple clinical divisions.
• Monitor the Telehealth and Telehealth Appointment inboxes, ensuring timely review and response.
• Support Foster Care Telehealth workflows and related operational processes.
• Investigate and resolve patient, provider, and customer concerns in accordance with organizational policies and procedures.
• Escalate complex patient/provider access issues and facilitate resolution across departments.

• Promote patient safety by ensuring accurate patient identification and adherence to patient verification procedures.
• Identify patients with special needs and recognize indicators requiring additional precautions or support.
• Escalate…