Responsibilities
- Handle inbound calls from patients and caregivers, providing compassionate and informed triage.
- Conduct outbound communications for follow-up and care coordination with multiple healthcare providers and settings.
- Consult and coordinate with internal and external team members to assess, plan, implement, and evaluate patient care plans, make appropriate referrals, and provide follow-up as necessary.
- Assist with finding appropriate providers, community resources, and care solutions and coordinate priority virtual appointments.
- Record member data in Privia’s web-based medical record system and associated EMRs, and/or health portals.
- Maintain accurate patient records in Privia's systems and associated EMRs.
- Research information online and in Privia’s internal knowledge databases to make the most appropriate triage and care advice decisions.
- Provide health information, coaching, and critical thinking skills to assist our members with medical and wellness-related issues.
- Accepts feedback and quality improvement initiatives constructively and enthusiastically.
- Other care management activities, and duties as assigned and needed (e.g. close “gaps in care,” complex care plans, etc.)
- Perform other duties as assigned
Requirements
- RN license
- Ability to assess symptoms/concerns of callers to determine urgency and type of care needed
- Experience providing telephone-based care management services or telephone triage
- Proficiency in recording patient data in electronic medical record (EMR) systems
- Strong communication skills for handling inbound and outbound calls with patients, caregivers, and healthcare providers
- Ability to research and use internal knowledge databases for decision-making
- Compliance with HIPAA rules and regulations
Work Arrangement
Remote (Worldwide)
Additional Information
- Available Shift Hours: Weekday Coverage availability (Mon-Fri) Time: 4:00-11:00pm EST
- Overnight Shifts availability: Saturday & Monday Time: 10:00pm-6:00am (Next Day)
- Weekend Coverage availability (Saturday & Sunday - 24hours)
- Weekend Shifts are flexible and may be scheduled in 6, 8, 10 OR 12 hour increments
- Must comply with HIPAA rules and regulations at all times
- Remote position
