Working closely and in support of telephonic Care Advice Line registered nurses, Population Health support staff, primary care providers (PCP’s), networked partners, and patients of Privia Health, the Care Advice Line Health Advisor, (CHA) will provide real-time call queue support for Care Advice Line functions not requiring RN licensure, i.e., independent clinical assessment. The candidate will have and maintain relevant clinical experience, patient and provider communications skills, technical competency and educational background to support the Care Advice Line team.
Primary Job Duties:
● Support effectively, efficiently and safely the Care Advice Line (CAL) call queue which operates after hours and 365 days/ year
● Answer incoming calls promptly and according to SOP and training guidelines ● Provides effective communications, written and verbal to patients, caregivers, peers and healthcare providers at all times
● Accurately identifies patients, caregivers and their primary purpose and need for calling the CAL ● Triages and transfers calls and cases appropriately to RNs, providers, team members and 911 ● Able to remain patient and polite through all call situations
● Charts in the EMR and applicable applications accurately and efficiently according to national healthcare standards
● Collaborate effectively with integrated care team to support care coordination for patients ● Answer and resolve business office inbound calls related to population health, care coordination, or other clinical activities
● Motivate patients to be proactive about their health
● Provide education and assistance with patient self-management goals
● Make appropriate referrals to internal care team, payer programs, community resources, home care, and disease management programs
● Assist in scheduling PCP or specialist appointments as necessary
● Assist with appropriate and miscellaneous projects as assigned and able
● The slotted shifts for this position are (EDT):
○ Weekends, 5pm-9pm, 2 weekends/ month minimum on average
○ Weeknights, 5pm-9pm, approximately 20 hours per week
○ Weekends, 10am-3pm, Optional and flexible
○ Every 3rd Holiday 5pm -9pm at a minimum, pays 1.5x
● MA, EMT, Health Coach, LPN experience preferred
All your information will be kept confidential according to EEO guidelines.
Preferred experience with profession-based telephonic or remote communication ● Must comply with all HIPAA rules and regulations
Technical Requirements (for remote workers only, not applicable for onsite/in office work):
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.
Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. Privia is a better company when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.
