Registered Nurse - Friends and Family Line

NaphCare•Birmingham, AL

10h•Onsite

About The Position

NaphCare is hiring a Registered Nurse for our Family and Friends Line as part of our Local Government team at our Corporate Office in Birmingham, AL The Family & Friends Line (FFL) Registered Nurse serves as a central point of contact for family members and approved representatives seeking general information and guidance regarding incarcerated individuals. This role supports communication, care coordination, and system navigation while maintaining strict adherence to privacy, security, and correctional healthcare regulations. The FFL RN provides timely, professional, and compassionate assistance, helping families understand processes, facilitating appropriate follow-up, and directing inquiries to the appropriate internal teams.

Responsibilities

Serve as the primary contact for incoming calls from family members and approved representatives
Ensure a valid Release of Information (ROI) is obtained, verified, and documented in the patient chart prior to sharing any protected information
Provide general updates and guidance within HIPAA and correctional privacy guidelines
Triage concerns and route inquiries to appropriate departments (medical, custody, scheduling, etc.)
Facilitate communication between families and site healthcare teams when appropriate
Support care coordination by ensuring appropriate follow-up on inquiries
Document all interactions accurately and timely in designated systems
Identify trends, barriers, or recurring concerns and escalate as appropriate
Provide education to callers regarding processes, expectations, and available resources
Maintain professionalism and composure in high-emotion or sensitive situations.
Collaborate with UM leadership, site teams, and corporate departments to ensure continuity of care
Use knowledge and expertise to ensure that clinical processes and systems are followed appropriately according to policies and procedures, company performance, and accreditation standards.
Work cohesively with the Medical Director, HSA, AHA, DON in the coordination of the healthcare delivery system and intake/booking operations, as well as other functions within the facility.
Act as the primary point of contact for patients, families, physicians and other healthcare providers.
Work closely with medical staff to understand patient needs and develop care plans.
Conduct patient assessments to determine appropriate level of care.
Educate patients and their families about treatment options and potential outcomes.
Collaborate with healthcare team to ensure patient satisfaction and quality care.
Participate in marketing and outreach efforts to increase patient volume.
Provide professional presentations and information to referral sources.
Identify and resolve any issues or barriers that might affect patient care.