Job Description

TITLE/POSITION: AFTER HOURS NURSE CARE MANAGER (NIGHTS/  WEEKENDS) 

DEPARTMENT OR BUSINESS UNIT: POPULATION HEALTH, REPORTING STRUCTURE: AFTER HOURS MANAGER, CARE MANAGEMENT

EMPLOYMENT TYPE: PT 

EXEMPTION STATUS: EXEMPT

MIN. EXPERIENCE: MID-LEVEL

TRAVEL REQUIRED: NONE

OVERVIEW OF THE ROLE:  

WE ARE ACTIVELY RECRUITING FOR AN AFTER HOURS CARE MANAGER TO JOIN OUR RAPIDLY GROWING POPULATION HEALTH TEAM.  THE PRIMARY ROLE OF THE CARE MANAGER WILL BE TO PROVIDE OUR PATIENTS WITH ON-DEMAND TELEPHONE-BASED CARE MANAGEMENT SERVICES THROUGH A 24/7 NURSE ADVICE LINE (I.E. TELEPHONE TRIAGE).   CARE MANAGERS WILL ASSESS SYMPTOMS/CONCERNS OF CALLERS TO DETERMINE THE URGENCY AND TYPE OF CARE NEEDED, REFER TO OR SCHEDULE APPOINTMENTS WITH PROVIDERS AS APPROPRIATE, AND GIVE HEALTH INFORMATION AND ADVICE TO CALLERS.  THE GOAL OF THE NURSE ADVICE LINE IS TO REDUCE UNNECESSARY VISITS TO THE CLINIC AND EMERGENCY DEPARTMENT, PROVIDE INFORMATION FOR SELF-CARE AND SYMPTOM MANAGEMENT, AND TO COORDINATE CARE ACROSS THE HEALTHCARE DELIVERY SYSTEM.  CARE MANAGERS OPERATE IN A TEAM-BASED MODEL, ACTING AS AN EXTENSION OF THE PRIMARY CARE PROVIDER.

PRIMARY JOB DUTIES:

• HANDLES INBOUND COMMUNICATIONS FROM PATIENTS WHO ARE SEEKING INFORMATION ABOUT SYMPTOMS OR CARE CONCERNS 

• CONDUCT OUTBOUND COMMUNICATIONS FOR FOLLOW-UP AND CARE COORDINATION

• CONSULT AND COORDINATE WITH INTERNAL AND EXTERNAL TEAM MEMBERS TO ASSESS, PLAN, IMPLEMENT AND EVALUATE PATIENT CARE PLANS, MAKE APPROPRIATE REFERRALS, AND PROVIDE FOLLOW-UP

• ASSIST WITH FINDING APPROPRIATE PROVIDERS, COMMUNITY RESOURCES, CARE SOLUTIONS AND COORDINATE PRIORITY APPOINTMENTS

• RECORD MEMBER DATA IN PRIVIA’S WEB-BASED MEDICAL RECORD SYSTEM AND ASSOCIATED EMRS, OR HEALTH PORTALS.  

• RESEARCH INFORMATION ONLINE AND IN PRIVIA’S INTERNAL KNOWLEDGE DATABASES

• PROVIDE HEALTH INFORMATION, COACHING, AND CRITICAL THINKING SKILLS TO ASSIST OUR MEMBERS WITH MEDICAL AND WELLNESS RELATED ISSUES

• OTHER CARE MANAGEMENT ACTIVITIES AS NEEDED (E.G. CLOSE “GAPS IN CARE,” COMPLEX CARE PLANS, ETC.)

• MUST COMPLY WITH HIPAA RULES AND REGULATIONS​​​​​​​

Qualifications

MINIMUM QUALIFICATIONS:

• THIS PART-TIME ROLE IS PRIMARILY AVAILABLE FOR NIGHTS, WEEKNIGHTS AND HOLIDAYS (9PM-9AM EDT) , WITH FLEXIBLE AND ALTERNATING SHIFTS (2, 4, 8, 6, 10 & 12 HOURS). 

  •  MUST MAINTAIN “ON AVERAGE” AT LEAST 16 HOURS OF NIGHTS AND/OR WEEKEND COVERAGE)/WEEK OR 64 HOURS/MONTH.   WEEKEND TIMES SPAN FROM FRIDAY, 9P EDT - MONDAY, 9A EDT.  FLEXIBLE TIME OFF AS NEEDED.

    

• PRIVIA WILL HELP SET UP THE HOME OFFICE SETTING WITH COMPUTERS, HIGH SPEED INTERNET ACCESS AND OTHER EQUIPMENT NEEDED FOR THE ROLE.  

• REGISTERED NURSE (RN) WITH CURRENT RESIDENT COMPACT LICENSURE IN ASSIGNED STATE(S).   

• BACHELOR’S DEGREE, AT MINIMUM

• EXPERIENCE IN A CALL CENTER, TRIAGE POSITION, CONSULTING ENVIRONMENT OR LIKE ENVIRONMENT.

• MINIMUM 3-5 YEARS OF RECENT CLINICAL EXPERIENCE, WITH PROBLEM-SOLVING AND CRITICAL-THINKING SKILLS

• DISEASE MANAGEMENT, CASE MANAGEMENT, UTILIZATION REVIEW OR WELLNESS EXPERIENCE

• WITHOUT QUESTION, 'EXCEPTIONAL CUSTOMER SERVICE'

• STRONG COMPUTER SKILLS.  INTERNET SAVVY

• CLEAR, CONFIDENT COMMUNICATION AND LISTENING SKILLS

• SELF -MOTIVATED AND SELF-DISCIPLINED A MUST

• WILLINGNESS TO DO WHAT IT TAKES TO GET THE JOB DONE AND MAKE PATIENTS THE NUMBER ONE PRIORITY

• ABLE TO THRIVE IN A QUIET, SECURE HOME OFFICE ENVIRONMENT

• DETAILED-ORIENTED, ORGANIZED WITH THE ABILITY TO WORK WELL IN FAST-PACED WORK ENVIRONMENT

• BILINGUAL – SPANISH, KOREAN, VIETNAMESE, OR FARSI PREFERRED

Additional Information

PHYSICAL DEMANDS:

DEFINITION: WORKS CONSTANTLY AT A COMPUTER OR OTHER WORKSTATION

• ABILITY TO CONSTANTLY REMAIN IN A STATIONARY POSITION

• ABILITY TO CONSTANTLY OPERATE A COMPUTER AND OTHER OFFICE PRODUCTIVITY MACHINERY, SUCH AS COMPUTER AND PRINTER

• ABILITY TO READ AND USE CLOSE VISION, INCLUDING THE ABILITY TO DO SO ON A COMPUTER SCREEN

• ABILITY TO FREQUENTLY COMMUNICATE AND EXCHANGE INFORMATION

• ABILITY TO FREQUENTLY ADJUST FOCUS

TECHNICAL REQUIREMENTS (FOR REMOTE WORKERS):

IN ORDER TO SUCCESSFULLY WORK REMOTELY, SUPPORTING OUR PATIENTS AND PROVIDERS, WE REQUIRE A MINIMUM OF 5 MBPS FOR DOWNLOAD SPEED AND 3 MBPS FOR THE UPLOAD SPEED. THIS SHOULD BE ACQUIRED PRIOR TO THE START OF YOUR EMPLOYMENT. THE BEST MEASURE OF YOUR INTERNET SPEED IS TO USE ONLINE SPEED TESTS LIKE HTTPS://WWW.SPEEDTEST.NET/. THIS GIVES YOU AN UPDATE AS TO HOW FAST DATA TRANSFER IS WITH YOUR INTERNET CONNECTION AND IF IT MEETS THE MINIMUM SPEED REQUIREMENTS. WORK WITH YOUR INTERNET PROVIDER IF YOU HAVE QUESTIONS ABOUT YOUR CONNECTION. EMPLOYEES WHO REGULARLY WORK FROM HOME OFFICES ARE ELIGIBLE FOR EXPENSE REIMBURSEMENT TO OFFSET THIS COST.

TECHNICAL REQUIREMENTS (FOR REMOTE WORKERS):

IN ORDER TO SUCCESSFULLY WORK REMOTELY, SUPPORTING OUR PATIENTS AND PROVIDERS, WE REQUIRE A MINIMUM OF 5 MBPS FOR DOWNLOAD SPEED AND 3 MBPS FOR THE UPLOAD SPEED. THIS SHOULD BE ACQUIRED PRIOR TO THE START OF YOUR EMPLOYMENT. THE BEST MEASURE OF YOUR INTERNET SPEED IS TO USE ONLINE SPEED TESTS LIKE HTTPS://WWW.SPEEDTEST.NET/. THIS GIVES YOU AN UPDATE AS TO HOW FAST DATA TRANSFER IS WITH YOUR INTERNET CONNECTION AND IF IT MEETS THE MINIMUM SPEED REQUIREMENTS. WORK WITH YOUR INTERNET PROVIDER IF YOU HAVE QUESTIONS ABOUT YOUR CONNECTION. EMPLOYEES WHO REGULARLY WORK FROM HOME OFFICES ARE ELIGIBLE FOR EXPENSE REIMBURSEMENT TO OFFSET THIS COST.