Virtual Care Services Facilitator

at  Interior Health Authority

Interior Health is looking for an experienced Virtual Care Services Facilitator to join our team on a full time permanent basis out of our Kelowna location.

EDUCATION, TRAINING AND EXPERIENCE:

Grade 12, successful completion of recognized courses related to computer software applications and three (3) years’ recent related experience or an equivalent combination of education, training and experience.

SKILLS AND ABILITIES:

• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.

• As the first point of contact for the Virtual Care Office, the Virtual Care Services Facilitator provides information about Virtual Care and Virtual Care services, promotes best-practice in the use of virtual care and assists clinicians/clients/patients/residents and communities in their efforts to utilize services in accordance with established procedures and Virtual Care Clinical guidelines.
• Working with local and cross jurisdictional site contacts, schedules clinical, administrative and educational Virtual Care events and sessions to meet the needs of clinicians/clients/patients/residents.
• Books required resources for clinical session(s) (such as medical equipment, cameras, etc.) and arranges for attendance of required health professionals when requested by distant health care provider.
• Greets and directs patients to facility Virtual Care rooms, confirming patient demographics, and supporting remote physicians, may assist the client to support the view of the physician. Ensure rooms are presentable between uses.
• Provides basic level technical support to patient and staff following documented procedures, such as creating support tickets and providing documentation to users, deferring advanced issues to Level II technical support.
• Supports new requests from users for Zoom or integration of Virtual Care as a service delivery option by gathering required information and providing to an analyst to process.
• Working with the Bridge Operator and in liaison with other Virtual Care Offices, facilitators and outside agencies, determines presentation requirements needed for successful presentation delivery by methods such as identifying potential software and/or equipment conflicts. Provides basic technical support by identifying and resolving known, routine problems in accordance with established procedures. Refers problems as required.
• Working with the Bridge Operator and in accordance with established procedures, tests equipment remotely on a scheduled or ad hoc basis (i.e. prior to booked events and sessions) to ensure that the connection between sites is operating as expected.
• In conjunction with the Virtual Care Coordinator and others develops, establishes and maintains training material and work procedure documentation. Provides training and orientation on Virtual Care services and equipment as needed. Arranges for Level II technical support when required; refers problems as necessary.
• Promotes and circulates information about professional education and training to various programs that may have employees that would benefit from Virtual Care services. Compiles lists of employees interested in services.
• Maintains clinical, administrative and educational statistics, compiling data from spreadsheets into graphs and reports to demonstrate the utilization of Virtual Care services; prepares and provides relevant presentations as requested.
• Participates in continuous quality improvement activities by performing duties such as providing input/feedback to the Virtual Care Coordinator (or designate) on policies, processes, work procedures and opportunities for process improvement.
• Assists with orienting new staff by performing duties such as demonstrating work procedures and demonstrating use of equipment.
• Performs other related duties as assigned.