Telehealth Nurse

Patient First•Glen Allen, VA

About The Position

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).

Requirements

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
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)

Nice To Haves

Minimum of two years of nursing experience with Patient First preferred
Experience in dealing with the public in a customer service environment

Responsibilities

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