Job Description

Job Functions:

• Provide health assessments and treatment solutions via telephone, video, or chat functions
• Track and monitor follow-up calls, escalate when appropriate
• Receive inbound phone calls from patients seeking answers to various medical conditions
• Make outbound initial and follow-up calls to patients to deliver lab results and provide information on treatment solutions
• Make outbound follow-up calls to patients identified as high-risk during initial phone call
• De-escalate situations where a patient is upset or threatening, escalate when appropriate
• Refer to in-person care when appropriateInterpret and communicate outcomes of lab results
• Utilize secure email to communicate lab results to patients
• Assist with reviews of incoming test requests
• Monitor and manage incoming queue of test requests to ensure timely review
• Lead the audit process to ensure high quality care by adhering to service-level agreements, such as turnaround times
• Stay up to date with current health trends and recommendations

Desired Skills and Experience:

• RN Degree required
• 3 years clinical experience required
• Virtual Care/Telehealth experience preferred
• Understanding of broader clinical environment and alternative venues for care like telehealth is a strong plus

Professional Skills:

• Ability to manage multiple priorities and respond in a timely manner.
• Ability to execute under accelerated timeframes and quickly adapt to changes in priorities.
• Adaptable, flexible, and innovative; able to think creatively and meet the changing needs and challenges of the organization.
• Excellent interpersonal skills.
• Excellent telephonic communication skills. Effectively able to communicate with clinicians, colleagues and staff.
• Skill in developing, implementing, and administering work processes
• Ability to work under minimal supervision and demonstrate strong initiative
• Strong organizational and time management skills; strong attention to detail
• Able to adapt to using new tools and apps such as: Trello, Slack, & Google Docs. Proficiency in MS Office or equivalent applications required.