Telehealth Navigator

Telehealth Navigator – UBMD Pediatrics 

Full-Time | Onsite

Practice: UBMD Pediatrics

Pay range: $18-$20 per hour

Position Summary

The Telehealth Navigator is the first person a family meets when a pediatric video visit begins. The Navigator initiates each scheduled telehealth appointment ahead of the clinician, makes sure the patient and caregiver are connected and can see and hear clearly, confirms identity, demographics, insurance and reason for visit, and hands off a visit-ready patient to the provider. The role reduces no-shows and technical delays, protects provider time, and gives families a warm, organized start to their virtual care.

Key Responsibilities

 Pre-visit preparation

• Review the daily telehealth schedule and flag visits missing consent, insurance or contact information.

• Send visit links and reminders by text, email or patient portal; confirm the family knows how to join.

• Contact families who have not logged in by the scheduled time and help them connect or reschedule.

Virtual check-in

• Log in to the telehealth platform and open the visit 5–10 minutes before the clinician.

• Greet the patient and caregiver, and troubleshoot audio, video, connection and device issues.

• Verify patient identity using two identifiers and confirm the adult present is the parent, legal guardian or authorized caregiver.

• Confirm the patient's physical location (state) at the time of the visit, as required for licensure and billing.

• Confirm and update demographics, contact information, preferred language, pharmacy and insurance in the EHR.

• Record the reason for visit and chief concern in the caregiver's own words; enter it for the clinician.

• Complete or confirm telehealth consent and required screening questionnaires per clinic protocol.

• Arrange a qualified medical interpreter when needed.

• Notify the clinician that the patient is checked in and ready, then hand off the visit.

Post-visit and administrative support

• Help families schedule follow-up appointments, referrals or in-person visits as ordered. 

• Route portal messages, forms and questions to the appropriate team member.

• Document check-in steps, technical issues and no-shows accurately in the EHR and tracking logs.

Escalation, quality and other duties

• Recognize urgent or emergency concerns raised during check-in and alert the clinician or nurse immediately, following clinic escalation protocol. The Navigator does not give clinical advice.

• Track recurring technical or workflow problems and share them with the Practice Manager.

• Serve as a resource to families and staff on telehealth tools.

• Perform other related duties as assigned.

Working Conditions

• Work is performed at a computer with a headset and webcam for most of the shift.

• The Navigator must work from a private, quiet space that protects patient confidentiality, including when working remotely.

• The role requires sitting for extended periods and occasional lifting of up to 15 lbs.

Qualifications

Required

• High school diploma or GED.

• At least 1 year of experience in customer service, front-desk, patient registration or office support, or completion of a medical assistant or medical office program.

• Comfort with computers, video platforms and troubleshooting common device problems (phones, tablets, laptops).

• Clear, friendly verbal and written communication with families of diverse backgrounds.

Preferred

• Medical assistant certificate or certification (CCMA, CMA or RMA).

• Experience in a pediatric or ambulatory clinic setting.

• Experience with an electronic health record and patient scheduling system.

• Working knowledge of medical terminology, HIPAA and insurance verification.

• Fluency in a second language common among UBMD patient families, such as Spanish or Arabic.

Benefits

• 401(k)

• Dental insurance

• Vision insurance 

• Health insurance 

• Paid time off

Why You’ll Love Working Here

• Be part of a team: We are dedicated to providing exceptional care and fostering a supportive, collaborative work environment.

• Make a difference: You'll play a vital role in shaping patient experiences and supporting their health journey.

• Work-life balance: Enjoy a generous PTO plan, no weekends or holidays, Flexible hours and pre-scheduled hybrid work options.

• Competitive benefits: Includes medical, dental, vision, 401(k) with employer contribution, paid time off, parking allowance and more.
  
  
• Supportive Environment: Collaborative work environment with opportunities for professional growth.

About UBMD Pediatrics 

UBMD Pediatrics is one of 18 practice plans within UBMD Physicians’ Group, the single largest medical group in Western New York. We provide premier health care to infants, children, adolescents and adults. In addition to primary care pediatrics, we have 18 pediatric subspecialties. Our physicians make up the academic teaching faculty within the Department of Pediatrics at the Jacobs School of Medicine and Biomedical Sciences at the University of Buffalo and at Golisano Children’s Hospital. For more information regarding UBMD Pediatrics, please visit Home | UBMD Physicians' Group.

UBMD Pediatrics is an Equal Employment Opportunity (EEO) employer.