Telehealth Specialist

Driscoll Children's Hospital

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General Purpose of Job:

Provides level 1 support for end users and DCH information systems. Responsible for handling calls escalated from help desk staff.

Education and/or Experience:

¾ High school diploma or general education degree (GED); and 2 years’ experience preferred.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Maintains utmost level of confidentiality at all times.
  • Adheres to hospital policies and procedures.
  • Demonstrates business practices and personal actions that are ethical and adhere to corporate compliance and integrity guidelines.
  • Evaluates client needs, recommends and/or develops and delivers endpoint devices and solutions that support business processes and telehealth service lines.
  • Enter all incoming calls to the ticketing system database appropriately.
  • Trains clinicians and administrative staff on such workflows and technology use.
  • Answers, evaluates and prioritizes incoming requests for assistance from users experiencing problems with computer / telehealth solutions.
  • Provides users with consistent updates on the progress of submitted incidents, ordering, building, configuring and deployment of telehealth equipment or devices
  • Maintains telehealth hardware and software inventory in the deployment and decommissioning of telehealth devices.
  • Visits client sites as needed during technology explorations, deployments or troubleshooting.
  • Assembles and supports a fleet of telemedicine carts.
  • Basic understanding of networking concepts for troubleshooting purposes.
  • Works with the videoconferencing platform administrators to register new endpoints and users.
  • Supports audio/visual and videoconferencing infrastructure used for telemedicine and conference rooms.
  • Answer questions regarding system procedures, system status, system downtime and downtime.
  • Stay informed of all changes to the systems that affect customers.
  • Be able to ask the correct questions to discern the urgency of the problem.
  • Follow written and/or oral instructions regarding applications to be processed by standard operating procedures and techniques, which are relatively repetitious. Assist Microcomputer Specialists on varies projects and rollouts of new technology.
  • Other duties as assigned by Helpdesk Manager.

System & Desk-Side Services: WebEx User account creation, re-imaging PC's, repair/replace PCs and telehealth equipment.

Telehealth Services: User accounts, password resets, client configuration, etc.

PC, Applications and Network Support: Advanced troubleshooting & problem escalation for telehealth related services

Helpdesk, Telehealth and Audio/Video Support: Receive requests – follow up on requests

Admin: System failure communication, insure proper documentation is completed for tickets, PC setups and configuration changes

technical skills:

¾ Technical knowledge of personal computer hardware and telehealth technology across all platforms.

¾Advanced knowledge of telehealth technologies and application software.

This position requires travel to other Driscoll locations throughout South Texas

IND123

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Classification:
Full-time Regular (72+ hrs/pp)
Work Schedule:
Days

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