Responsibilities
- Working closely and in support of telephonic Care Advice Line registered nurses, Population Health support staff, primary care providers (PCP’s), networked partners, and patients of Privia Health
- Provide real-time call queue support for Care Advice Line functions not requiring RN licensure, i.e., independent clinical assessment
- Support effectively, efficiently and safely the Care Advice Line (CAL) call queue which operates after hours and 365 days/year
- Answer incoming calls promptly and according to SOP and training guidelines
- Provides effective communications, written and verbal to patients, caregivers, peers and healthcare providers at all times
- Accurately identifies patients, caregivers and their primary purpose and need for calling the CAL
- Triages and transfers calls and cases appropriately to RNs, providers, team members and 911
- Able to remain patient and polite through all call situations
- Charts in the EMR and applicable applications accurately and efficiently according to national healthcare standards
- Collaborate effectively with integrated care team to support care coordination for patients
- Answer and resolve business office inbound calls related to population health, care coordination, or other clinical activities
- Motivate patients to be proactive about their health
- Provide education and assistance with patient self-management goals
- Make appropriate referrals to internal care team, payer programs, community resources, home care, and disease management programs
- Assist in scheduling PCP, Virtual Clinic or specialist appointments as necessary
- Assist with appropriate and miscellaneous 'other duties' and projects as assigned and able
Requirements
- Relevant clinical experience
- Patient and provider communications skills
- Technical competency
- Educational background to support the Care Advice Line team
- Ability to answer calls promptly according to SOP and training guidelines
- Ability to communicate effectively, both written and verbal, with patients, caregivers, peers and healthcare providers
- Ability to accurately identify patients, caregivers and their primary purpose and need for calling the CAL
- Ability to triage and transfer calls and cases appropriately to RNs, providers, team members and 911
- Ability to remain patient and polite through all call situations
- Ability to chart in the EMR and applicable applications accurately and efficiently according to national healthcare standards
- Ability to collaborate effectively with integrated care team to support care coordination for patients
Additional Information
- Slotted shifts: Weekends, 9a-9pm, 2 weekends/month minimum on average
- Slotted shifts: Weeknights, 5pm-9pm, approximately 20 hours per week
- Optional and flexible shifts in 2, 4, 6 and 8 hour increments
- Every 3rd Holiday 5pm-9pm at a minimum
