TULA Remote Support Specialist

Summary:

The TULA Remote Support Specialist (RSS) provides remote monitoring and technology-based support to individuals served through Southeastern Integrated Care (SEIC) and Trillium Health Resources’ TULA program. Using GrandCare-powered devices, the RSS promotes independence, safety, and wellness through real-time engagement, care coordination, and emergency response. The Specialist acts as a bridge between clients, caregivers, and clinical teams, integrating remote data into the Electronic Medical Record (EMR) system to support comprehensive care.

Essential Duties and Responsibilities:

Direct Support

• Monitors persons served and will provide support in areas related to health, medication, safety and daily living. Empowers persons served to make independent decisions.
• Monitor up to 300 active TULA devices daily, averaging 30–40 user interactions per unit.
• Respond to client alerts and emergency requests promptly, dispatching on-call DSPs or emergency services as needed.
• Troubleshoot technology issues with in-home systems, wearables, and connectivity.
• Provides ongoing training and technology support to persons served to engage the individuals to utilize in-home devices.
• Monitors wearable devices when individuals are away from their home, provide intervention and assistance as needed.
• Provide in-service training and consultation to person’s served and caregivers in TULA usage, technology, digital literacy including the use of remote support systems.
• Promote independent living through proactive monitoring and support interventions.

Care Coordination

• Collaborate with clinical teams to ensure TULA data informs client care plans in compliance with NC 8A and 8D Clinical Coverage Policies.
• Document all remote interactions, interventions, and follow-up actions accurately in the EMR.
• Support chronic care management and telehealth workflows to enhance care outcomes.

Engagement & Education

• Conduct virtual check-ins with clients and families to reinforce engagement and address concerns.
• Provide in-service training to staff, parents, and guardians on technology use and remote care benefits.
• Interacts with the person served with high attention to engagement.
• Promotes an inclusive environment which fosters respect and dignity within individual’s cultural context.
• Respects the role of family members and/or guardians in planning and providing services.

Operations and Compliance

• Maintain HIPAA and 42 CFR Part 2 confidentiality standards.
• Adhere to Trillium and SEIC policies, including NC 8A, 8D, and 1H guidelines for telehealth and RPM.
• Ensures compliance with all laws, safety rules, and policies and procedures.
• Demonstrates the ability to identify, prevent, and report situations of abuse, exploitation, neglect, and other adverse events.
• Participate in staff training, quality assurance meetings, and performance reviews as required.
• Maintain accurate daily logs and monthly usage reports on client outcomes and system reliability.
• Ensures timely and accurate documentation of services.
• Performs other duties as assigned.

Supervisory Responsibilities:

This position does not oversee staff.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

• High School Diploma or GED required.
• Valid/clean North Carolina driver's license.

Preferred Qualifications/Education:

• Associate’s or Bachelor’s degree in Human Services, IT, or a related field.
• One to two years of experience in human services, telehealth, or assistive technology roles, to include the areas of smart technology and training/coaching others.
• Familiarity with GrandCare Systems, Echo Therapy Brands EMR, or similar platforms.
• Previous experience supporting clients with behavioral health, IDD, or SUD needs.

Required Skills/Abilities

• Proficient knowledge of technology, and possesses ability to navigate multiple technology.
• Excellent communication skills.
• Computer knowledge.
• Time management skills.

Work Environment

• This job routinely uses technology that is equipped to assist residents of the home in activities of daily living.
• Remote work setting using standard office and telehealth technology (computers, tablets, secure communication systems).
• Frequent contact via virtual platforms with persons served, family members, and interdisciplinary staff.
• May require occasional on-site visits for training or technology setup.
• Noise level and stress factors are typically mild to moderate.
• Maintain trainings as required and requested
• Demonstrate knowledge of emergency procedures and assist in crisis situations
• Demonstrate knowledge of and comply with all agency policies and procedures
• Complete all other relevant responsibilities assigned by the supervisor
• Driving and travel may be required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Movements including but not limited to prolonged periods of sitting at a desk and working on a computer, occasional standing, walking, bending, and reaching are required.