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About the Role

The Telehealth Navigator is the first point of contact for families initiating a pediatric video visit. This role ensures patients are connected, verifies necessary information, and prepares them for the clinician, thereby reducing no-shows, technical delays, and providing a positive virtual care experience.

Responsibilities

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.
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.
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.
Recognize urgent or emergency concerns raised during check-in and alert the clinician or nurse immediately, following clinic escalation protocol.
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.

Requirements

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.
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.
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.

Skills

Computer proficiency
Video platform proficiency
Device troubleshooting
Verbal communication
Written communication
Medical terminology
HIPAA
Insurance verification
Spanish language fluency
Arabic language fluency

Location

Onsite

Work Type

Full-Time
Hybrid

Experience Level

1 year of experience

Education Level

High school diploma or GED
Medical assistant certificate or certification (CCMA, CMA or RMA)

Salary/Compensations

$18-$20 per hour

Benefits

401(k)
Dental insurance
Vision insurance
Health insurance
Paid time off
401(k) with employer contribution
Parking allowance

About the Company

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 [https://ubmd.com/].

Equal Opportunity

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