Customer Help Desk Tech Assoc

Join our team as a Virtual Care Help Desk Technician, where you’ll play a pivotal role in optimizing patient experiences through proactive outreach and comprehensive support. This position involves managing various aspects of virtual care, from patient engagement to technical troubleshooting. If you’re passionate about improving patient care through virtual means and thrive in a dynamic, collaborative environment, we invite you to apply and be an integral part of our Virtual Care team., Priorities and program assignments may change based on patient volume, operational needs, and evolving initiatives.

• Provide onboarding support for patients enrolled in Patient Monitoring at Home (PMAH) programs, including:
• Conducting patient outreach and prioritizing referrals based on program needs and urgency.
• Guiding patients through application and device setup, use, and basic troubleshooting.
• Supporting program-approved equipment, including tablets, thermometers, pulse oximeters, blood pressure monitors, standard and bariatric weight scales, and glucometers.
• Confirming patient readiness and explaining participation requirements and next steps.
• Tracking equipment and monitoring enrollment and discharge status.
• Provide virtual care support to patients, faculty, and staff, including:
• Preparing patients for video visits through outbound outreach, including time-sensitive, same-day support and follow-up.
• Assessing technical readiness and assisting with patient portal access, application setup, and practice video visits.
• Responding to inbound inquiries and troubleshooting common device, audio, video, application, and connectivity issues.
• Communicating patient readiness, barriers, and follow-up needs to appropriate care teams.
• Providing targeted training, workflow guidance, and troubleshooting support to faculty and staff.
• Provide outbound technical support for patients using the Glooko digital health platform, including:
• Assisting with account registration and access.
• Guiding patients through supported diabetes-device connection and synchronization.
• Troubleshooting basic registration, connectivity, and data-upload issues.
• Confirming successful connection or synchronization when possible.
• Provide technical and operational support for designated Connected Care at Home and Procedure Prep programs, including:
• Monitoring and triaging designated In Basket messages, emails, and work queues according to established procedures.
• Assisting patients with application access and use, re-enrollment, and restoration of program access.
• Troubleshooting nonclinical barriers to participation.
• Routing clinical symptoms, care questions, and safety concerns promptly to the appropriate clinical care team.
• Support access-improvement initiatives and project-based workflows.
• Perform responsibilities applicable across all supported programs, including:
• Providing clear, respectful, and patient-centered assistance through approved communication channels.
• Accurately documenting outreach, troubleshooting, equipment activity, outcomes, patient disposition, and follow-up needs.
• Escalating clinical concerns and unresolved technical, device, platform, access, workflow, or operational issues through established pathways.
• Protecting patient privacy and following applicable organizational policies, procedures, and standards.
• Collaborating with patients, families, clinic staff, contact center teams, and other stakeholders, as appropriate.
• Performing other duties as assigned., Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

To be considered for this position the applicant must have met or will have met all the required qualifications prior to the start date of employment.

• High School Diploma or GED and 2 or more years of customer service experience.
• Clerical experience is necessary, preferably in a medical setting.
• Demonstration of excellent customer service telephone skills.
• Exhibit a professional and positive image when interacting with patients over the telephone and/or video.
• Demonstrate an ability to interact with diverse population.
• Knowledge of mainstream mobile device platforms.
• Basic experience with e-mail systems.
• Excellent problem solving and analytical skills.
• Excellent attendance.
• Ability to work independently in an ever-changing environment.
• Ability to sit for extended periods of time as this is a sedentary position.
• Exceptional interpersonal skills and the ability to work within a team setting.
• Demonstrates active listening, written, verbal and information technology skills.

Desired Qualifications*

• Associates degree.
• Experience in a call center environment.
• Experience in a healthcare setting.
• Experience using Epic, Zoom, and MyUofMHealth patient portal.
• Familiarity with health monitoring devices and technologies.
• Knowledge of basic medical terminology.
• Ability to work in a self-directed manner while interacting with patients, health system faculty and staff.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.