Offer summary

Qualifications:

Must be a registered nurse with current state licenses for Virginia, Maryland, Pennsylvania, New Jersey, and Washington, D.C., High school graduate or equivalent, with a minimum of two years of nursing experience preferred., Strong oral, written, and interpersonal communication skills are essential., Ability to work independently in a fast-paced environment and handle inquiries effectively..

Key responsibilities:

Receive and make inbound and outbound calls for telephonic patient assessments.

Follow established clinical protocols and provide appropriate patient instructions.

Complete documentation of patient interactions and follow-up calls as needed.

Attend staff meetings and perform administrative duties as assigned.

Job description

Sign-on Bonus!

The responsibilities of this job include, but are not limited to, the following:

Following established Patient First Telehealth (TH) policies and procedures;
Consistently exhibiting interpersonal skills that demonstrate commitment to superior customer service, including quality, care, and concern with patients and employees;
Receiving inbound calls and making outbound calls;
Performing comprehensive telephonic patient assessments;
Following established clinical protocols and guidelines and providing appropriate patient instructions;
Accessing Emergency Medical Services for patients when needed;
Completing documentation of telephonic conversations with patients, caregivers, pharmacies, and specialist offices;
Completing follow-up calls for TH patients;
Completing Doctor’s Conversation Book (DCB) orders entered for TH patients;
Monitoring and following up on failed faxes to pharmacies;
Using, protecting, and disclosing Patient Protected Health Information (PHI) in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards;
Accessing the Language Line as needed;
Faxing medical records to specialists and Primary Care Physicians’ offices when requested while following Patient First Release of Information and HIPAA guidelines;
Adding reminders to patients’ medical records as needed;
Updating patient demographical information, patient preferred pharmacy, or HIPAA Special Requests as needed;
Notifying pharmacies of new prescriptions and authorizations of refills as ordered by the Physician or Extender;
Recognizing financial, medical, and legal consequences based on data collected during patient telephonic interactions and following appropriate procedures;
Attending staff meetings as scheduled;
Following all Patient First policies and procedures;
Addressing patient portal messages according to Patient First guidelines;
Completing tasks as assigned by the NCC Director, Supervisor, or Team Leader according to NCC guidelines;
Performing administrative duties as assigned.

Minimum education requirements include, but are not limited to, the following:

Must be 18 years of age or older;
High school graduate or equivalent;
Must be a registered nurse graduate of an approved school of nursing with current state licenses needed for practice in Virginia, Maryland, Pennsylvania, New Jersey, and Washington, D.C.;
Ability to work in a team-oriented environment that requires strong oral, written, and interpersonal communication;
Ability to use problem solving, facilitation, and analytical skills;
Minimum of two years of nursing experience with Patient First preferred;
Experience in dealing with the public in a customer service environment;
Knowledge of and the ability to use computer systems and automated call distributor telecommunication systems;
Ability to work independently and handle, process, and respond to inquiries in a fast-paced and repetitive environment;
Ability to meet, or exceed, quantified performance standards related to calls and provide the highest quality medical care and professionalism;
Commitment to patient and customer satisfaction;
Must be able to sit, stand, and walk for long periods of time (possibly 4 to 8 hours at a time).

Required profile