About Company
Suez Canal University Hospitals is a leading medical institution located in Ismailia, Egypt, committed to providing exceptional healthcare services, medical education, and cutting-edge research. As a cornerstone of the regional healthcare system, we offer a comprehensive range of specialized medical care, driven by a team of dedicated professionals and state-of-the-art facilities. We are dedicated to improving patient outcomes, fostering innovation in medicine, and serving the community through compassionate and accessible care. Our commitment extends to embracing modern healthcare solutions, including expanding our telehealth capabilities to better serve our patients and clinicians across various specialties.
Job Description
We are seeking a highly motivated, compassionate, and empathetic Telehealth Support Assistant to join our rapidly expanding team at Suez Canal University Hospitals. In this pivotal hybrid role, you will be instrumental in facilitating seamless virtual healthcare experiences for both our valued patients and dedicated clinical staff. As the first point of contact for all telehealth inquiries and technical support, you will play a crucial part in ensuring that patients can easily access their virtual appointments and clinicians can effectively deliver high-quality care through our advanced digital platforms. This position demands a unique blend of technical proficiency, exceptional communication skills, and a genuine desire to help individuals navigate the evolving landscape of digital healthcare. You will be responsible for patiently guiding users through telehealth technology, expertly troubleshooting any technical issues in real-time, efficiently managing appointment schedules, and meticulously maintaining the integrity of sensitive patient information within our secure systems. If you are passionate about leveraging technology to enhance healthcare access, improve patient satisfaction, and possess a strong customer service orientation coupled with a problem-solving mindset, we strongly encourage you to apply. This role offers a unique opportunity to contribute significantly to the advancement of healthcare delivery in a dynamic, innovative, and supportive environment, making a tangible difference in the lives of our community members by ensuring they receive the timely and quality care they need, regardless of geographical barriers. Join us in shaping the future of healthcare at Suez Canal University Hospitals.
Key Responsibilities
- Provide front-line technical support to patients and clinicians for all telehealth platforms and devices, troubleshooting connectivity issues, audio/video problems, and software functionalities.
- Assist patients with scheduling, rescheduling, and canceling virtual appointments, ensuring proper documentation and confirmation.
- Guide patients through the setup and navigation of telehealth applications, ensuring a smooth and user-friendly experience.
- Manage and maintain accurate patient information and appointment details within the Electronic Medical Records (EMR) system.
- Respond promptly and professionally to all telehealth-related inquiries via phone, email, or chat.
- Educate patients on the benefits and procedures of telehealth services, ensuring they feel comfortable and informed.
- Collaborate with IT and clinical teams to escalate complex technical issues and provide feedback for system improvements.
- Monitor telehealth queues and appointment flows to ensure efficient service delivery and minimal waiting times.
- Adhere strictly to patient confidentiality (HIPAA/local regulations) and data security protocols.
- Assist in the onboarding and training of new clinicians and staff on telehealth best practices and system usage.
- Prepare daily reports on telehealth activity, common issues, and resolutions.
Required Skills
- Proven experience (minimum 1 year) in customer service or a help desk environment, ideally within a healthcare or technology-focused setting.
- Strong technical aptitude and ability to quickly learn new software, troubleshoot basic IT issues, and guide others through digital platforms.
- Excellent verbal and written communication skills in both Arabic and English, with the ability to convey complex information clearly and empathetically.
- Exceptional organizational and time management abilities, capable of handling multiple tasks and prioritizing effectively in a fast-paced environment.
- High level of empathy, patience, and professionalism when interacting with patients, who may be anxious or frustrated, and with colleagues.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) for record-keeping, communication, and basic data management.
- Ability to work both independently with minimal supervision and collaboratively as part of a multidisciplinary team.
- Strong problem-solving skills and meticulous attention to detail to ensure accuracy in scheduling and patient records.
Preferred Qualifications
- Bachelor's degree in healthcare administration, IT, or a related field, or equivalent practical experience.
- Previous experience in a healthcare setting or a medical call center environment.
- Familiarity with medical terminology and healthcare workflows.
- Experience with Electronic Medical Records (EMR) or Electronic Health Records (EHR) systems (e.g., Cerner, Epic, or local equivalents).
- Knowledge of various telehealth platforms and video conferencing tools.
- Certification in customer service or IT support is a plus.
Perks & Benefits
- Competitive salary and comprehensive benefits package tailored to our employees' well-being.
- Comprehensive medical insurance coverage for you and your family.
- Significant opportunities for professional development, continuous learning, and career advancement within a large hospital system.
- A supportive, collaborative, and innovative work environment that values teamwork and individual contributions.
- The chance to contribute to a vital and expanding area of healthcare, directly impacting patient access and care quality.
- Exposure to cutting-edge medical technology and practices, staying at the forefront of healthcare innovation.
- Generous paid time off and holidays.
How to Apply
Interested candidates are invited to submit their comprehensive CV and a cover letter detailing their relevant experience and why they are the ideal fit for this role. Please ensure your application highlights skills pertinent to telehealth support and customer service. Click on the application link below to apply directly. Only shortlisted candidates will be contacted for an interview.