Telehealth Nurse

4 weeks ago

Glen Allen VA United States PatientFirst Full time
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).

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