Telehealth Support Spring Intern - Undergrad

  • Kaiser Permanente
  • Greenwood Village, CO, USA
  • Nov 28, 2018
EMR: Design / Build / Test / Support

Job Description

Description: This is a spring internship with a target start date of February 2019.

Telehealth Support is responsible for all provider and member service and support requests for telehealth products.  We provide inbound and outbound call center support for members using Video Visits, Remote Monitoring, and Online Physical Therapy. Telehealth Support is the primary escalation point for all telehealth tickets routed from the Enterprise Service Desk.  We also provide 24/7 on-call support for Telestroke Carts. 

Project Description:
- Complete/resolve inbound incidents and workorders received in Service Now
- Educate with internal and external customers about how to use our products and resolve their issues
- Develop member support process changes and coordinate implementation with Member Call Center
- Support process improvement through documenting new defects, enhancement requests, and user experience requests
- Work with third-party vendors to resolve issues and implement process improvements
- Communicate effectively with internal and external customers

Essential Functions:
- Contributing to a designated project or initiative to meet a KP business objective.
- Report development and analytics.
- Project management - planning, execution, and measurement.
- Learning new applications needed to complete assignments or support the execution of business objectives.
- Job shadowing in other functional areas.
- Performing additional duties as required.
Basic Qualifications:
- N/A
- High School Diploma or General Education Development (GED) required.
- Pursuing a bachelor's degree or have graduated with a Bachelor's degree from an accredited university within the last year.
License, Certification, Registration
- N/A

Additional Requirements:
- Aptitude to perform data and process analytics and formulating solutions
- Proven ability to build effective working relationships as well as strong interpersonal skills
- Working knowledge of MS Word, Excel, PowerPoint.

Preferred Qualifications:
- 3.0 GPA or above
- Advanced analytical and problem-solving skills
- Proven ability to build effective working relationships as well as strong interpersonal skills
- Excellent verbal and written communication skills
- Ability to learn quickly and experience producing high quality work in short periods of time.
- Preferred majors: Management Information Systems, Computer Information Systems, Business or related.
- Basic IT skills (Windows, iOS, Android familiarity)
- Basic organizational / Project Management skills a plus
- Excellent communication / writing skills

Primary Location: Colorado,Greenwood Village,Greenwood Plaza IT Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 9:00 am Working Hours End: 5:00 pm Job Schedule: Full-time Job Type: Internship Employee Status: Temporary Employee Group/Union Affiliation: Non-Union, Non-Exempt Job Level: Entry Level Job Category: Information Technology Department: Telehealth Support Travel: No