Registered Nurse, Case Management

Planned Parenthood Pasadena and San Gabriel Valley•Pasadena, TX

1d•Hybrid

About The Position

The Registered Nurse, Case Management role is dedicated to delivering exemplary nursing and medical care to patients in need of healthcare services. As an RN in Case Management, you will save lives while you: Patient Care and Follow-Up Adhere to PPPSGV Medical Protocols consistently and diligently. Deliver medically accurate, unbiased, and non-judgmental care to patients. Conduct daily review and management of lab results across all PPPSGV locations (annual average is 200,000 lab results). Schedule appointments for treatment and follow-up. Follow-up with patients about their missed appointments. Coordinate patient follow-up with non-licensed Care Team staff. Oversee the management of mammogram-related tasks for the state program, Every Woman Counts, which includes monthly responsibilities such as data entry, care coordination, and follow-up. Effectively manage patient referrals to external agencies. Oversee the management of patients referred to the Emergency Room, ensuring 24-hour follow-up. Perform daytime telephone triage for clinical inquiries and patient assistance, collaborating with the Contact Center and non-licensed Care Team staff as necessary. Review external patient medical records and inform patients of next steps for their follow-up care. Discuss lab results and next steps with patients. Manage post-abortion follow-up and pregnancy complications, including ectopic pregnancies, HCG results, expectant management, and reaspiraon management. Engage in effective communication with lab vendors to address various matters related to lab specimens. Demonstrate strong problem-solving skills when it comes to addressing lab errors and analyzing clinical trends effectively. On-call phone triage during business hours for affiliate meetings, and early office closures. Review and manage incoming pharmacy prescriptions, responding promptly to ensure timely and continuous patient follow-up care. Communication and Coordination: Provide exceptional customer service, demonstrating empathy and non-judgmental attitudes towards all patients and colleagues. Actively participate in team and affiliate meetings. Provide cross-coverage for all Care Team RN responsibilities. Engage in effective communication with patients through telephone and secure electronic messaging systems that comply with HIPAA regulations. Liaise with Public Health Departments for further investigations on STIs, such as HIV and Syphilis. Complete required Confidential Morbidity Reporting (CMR) to Public Health Departments regarding positive infections. Management of the e-fax by sorting and uploading patient documents to their appropriate location. Actively engage in Microsoft Teams communications and participate actively in team discussions and activities. Provide patients with information on healthcare resources and agencies. Consult with the clinical team for clarification of lab results and guidance on the next steps for patient follow-up. Documentation and Record Management: Manage, process, and document internal and external requests for patient health records following established protocols and guidelines. Maintain tracking systems to assist in ensuring appropriate patient care and productivity. Manage tracking systems for reminder letters that are sent to patients per protocol guidelines. Audits and Reporting: Participate in audits as requested. Productivity and Quality Metrics: Contribute to achieving established goals for productivity and quality metrics. Collaborate in health center/affiliate initiatives aimed at reaching revenue cycle goals. Monthly audits are conducted of phone conversations to ensure quality and time management standards are met. Monthly data is analyzed on staff workload to monitor and improve efficiency and productivity. Miscellaneous: Work on special projects related to patient care. Perform other duties and responsibilities as assigned. Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations.

Requirements

Registered Nurse (R.N.) with an active California License
A minimum of one year of Case Management experience is mandatory
Demonstrate exceptional customer service skills with an unwavering commitment to delivering the utmost customer satisfaction
Accommodate flexible work hours, including weekday evenings, Saturdays, and provide holiday coverage for urgent matters
Demonstrate the ability to work effectively in a hybrid position, balancing remote and in-office responsibilities seamlessly
Must have computer skills and know how to effectively use Windows Office Programs
Must be highly detail-oriented and organized
Ability to multitask and maintain strong attention to detail in a fast-paced work environment
Must have strong organizational, analytical, investigational, and problem-solving skills to create effective solutions
Excellent verbal, written, and interpersonal communication skills
Ability to appropriately participate in conversations and answer concerns about sensitive, challenging, and stressful topics
Ability to maintain a sensitive and warm demeanor with patients
Commitment to protect patient confidentiality
Ability to work autonomously with a set of protocols
Achieve and maintain the established Agency's quality and productivity metrics
Communicate effectively and empathetically with patients from diverse backgrounds from a trauma informed approach
Thrive as a team player while also being self-sufficient and capable of independent work
Exhibit remarkable multitasking abilities and easily adapt to changing circumstances
Proficient in charting using electronic medical record system
Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
Commitment to quality healthcare
Excellent customer service and commitment to providing the highest level of customer satisfaction
Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns

Nice To Haves

Previous experience of one year in reproductive healthcare is highly preferred
Bilingual (Spanish/English) highly desirable
Certification of bilingual status preferred

Responsibilities

Adhere to PPPSGV Medical Protocols consistently and diligently
Deliver medically accurate, unbiased, and non-judgmental care to patients
Conduct daily review and management of lab results across all PPPSGV locations
Schedule appointments for treatment and follow-up
Follow-up with patients about their missed appointments
Coordinate patient follow-up with non-licensed Care Team staff
Oversee the management of mammogram-related tasks for the state program, Every Woman Counts
Effectively manage patient referrals to external agencies
Oversee the management of patients referred to the Emergency Room, ensuring 24-hour follow-up
Perform daytime telephone triage for clinical inquiries and patient assistance
Review external patient medical records and inform patients of next steps for their follow-up care
Discuss lab results and next steps with patients
Manage post-abortion follow-up and pregnancy complications
Engage in effective communication with lab vendors to address various matters related to lab specimens
Demonstrate strong problem-solving skills when it comes to addressing lab errors and analyzing clinical trends effectively
On-call phone triage during business hours for affiliate meetings, and early office closures
Review and manage incoming pharmacy prescriptions, responding promptly to ensure timely and continuous patient follow-up care
Provide exceptional customer service, demonstrating empathy and non-judgmental attitudes towards all patients and colleagues
Actively participate in team and affiliate meetings
Provide cross-coverage for all Care Team RN responsibilities
Engage in effective communication with patients through telephone and secure electronic messaging systems that comply with HIPAA regulations
Liaise with Public Health Departments for further investigations on STIs
Complete required Confidential Morbidity Reporting (CMR) to Public Health Departments regarding positive infections
Manage the e-fax by sorting and uploading patient documents to their appropriate location
Actively engage in Microsoft Teams communications and participate actively in team discussions and activities
Provide patients with information on healthcare resources and agencies
Consult with the clinical team for clarification of lab results and guidance on the next steps for patient follow-up
Manage, process, and document internal and external requests for patient health records following established protocols and guidelines
Maintain tracking systems to assist in ensuring appropriate patient care and productivity
Manage tracking systems for reminder letters that are sent to patients per protocol guidelines
Participate in audits as requested
Contribute to achieving established goals for productivity and quality metrics
Collaborate in health center/affiliate initiatives aimed at reaching revenue cycle goals
Work on special projects related to patient care
Perform other duties and responsibilities as assigned
Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations