Remote Call Center Nurse (Part-time)

Diversicare Healthcare Services, LLC; Franklin (TN); Ibrido; USD 25.000 - 28.000; Part-time

Vantaggi offerti da questo lavoro

Remote position plus benefits

Descrizione del lavoro

Eterna Primary Care is seeking a part-time Call Center Nurse to manage high-volume calls, document interactions, and coordinate with healthcare providers. The role offers hybrid work with onsite and remote options and requires strong communication, HIPAA compliance, and patient advocacy.

Responsibilities include triaging requests, coordinating same-day provider visits, and ensuring timely resolution of patient care needs, with an emphasis on quality measures and appropriate documentation.

Competenze

• Associate degree or higher required.
• Current and active RN license preferred; multi-state LPN license acceptable.

Mansioni

• Answer incoming calls professionally and compassionately.
• Document encounters accurately in EMR or designated platform.
• Coordinate with medical staff and relay patient updates to providers.
• Assist with appointments reminders and scheduling follow-ups.
• Maintain confidentiality and follow HIPAA guidelines.
• Escalate urgent clinical concerns immediately.

Conoscenze

RN experience

HIPAA knowledge

Customer service

Formazione

Associate degree or higher

RN license (preferred)

LPN license (multi-state)

Strumenti

EMR proficiency

Descrizione del lavoro

Overview

Eterna Primary Care's Call Center Nurse serves as the first point of contact for patients, families, skilled nursing facilities (SNFs), assisted living facilities (ALFs), hospitals, pharmacies, and healthcare providers. This role is responsible for professionally managing high-volume inbound and outbound calls, accurately documenting communications, triaging requests, coordinating with medical staff, and ensuring timely resolution of patient care needs.

Schedule

Part-time 16 - 24 hours per week. 3pm to 11pm or 11pm to 7am. 1-3 weekends per month 3pm to 11pm or 11pm to 7am.

Compensation for remote position plus benefits!

$18 - $20/hr.

Work Environment

• Hybrid – onsite at company’s support center and/or remote (work from home)
• Frequent telephone and computer use.
• At times, travel is required to companywide meetings

Eterna Primary Care's Call Center Nurse serves as the first point of contact for patients, families, skilled nursing facilities (SNFs), assisted living facilities (ALFs), hospitals, pharmacies, and healthcare providers. This role is responsible for professionally managing high-volume inbound and outbound calls, accurately documenting communications, triaging requests, coordinating with medical staff, and ensuring timely resolution of patient care needs.

Responsibilities

Call Management

• Answer incoming calls in a professional, courteous, and compassionate manner.
• Place outbound calls to patients, family members, facilities, pharmacies, hospitals, and community partners.
• Verify caller identity following HIPAA guidelines.
• Document all telephone encounters accurately in the electronic medical record (EMR) and/or designated platform.
• Maintain excellent customer service during every interaction.
• Route calls appropriately based on urgency and clinical need.

Patient Care Coordination

• Receive requests from nursing facilities regarding patient concerns.
• Communicate patient updates to medical providers.
• Coordinate same-day provider visits when appropriate.
• Schedule follow-up appointments.
• Assist with appointments reminders.
• Monitor outstanding patient needs/requests until resolved.
• Assist the medical providers with quality measure capture.
• Follow company approved patient protocols.
• Escalate urgent clinical concerns immediately.

Provider Support

Assist Providers With Communication Involving

• Medication refill requests.
• Laboratory results.
• Imaging reports.
• Hospital admissions.
• Hospital discharges.
• Emergency Department notifications.
• Consult requests.
• Family communication requests.
• Hospice coordination.
• Home Health communication.

Facility Communication

Serve As Liaison Between Providers And

• Skilled Nursing Facilities
• Assisted Living Facilities
• Rehabilitation Centers
• Long-Term Care Facilities
• Hospitals
• Pharmacies
• Diagnostic companies
• Ensure communication is timely, professional, and accurately documented

Care Coordination

Support Value-based Care Initiatives By Assisting With

• Chronic Care Management (CCM)
• Transitional Care Management (TCM)
• Annual Wellness Visits
• Preventive care reminders
• Advance Care Planning scheduling
• Follow-up after hospitalization
• Closing gaps in care

Documentation

Document All Interactions In Accordance With Company Standards, Including

• Date and time.
• Caller information
• Reason for call
• Actions taken.
• Provider notifications
• Follow-up required
• Resolution

Administrative Responsibilities

• Manage voicemail queues.
• Monitor provider message pools.
• Track open telephone encounters.
• Complete assigned work queues
• Maintain patient confidentiality.
• Scan and upload documents.
• Complete other administrative duties as assigned.

Administrative Responsibilities

• Manage voice-mail queues.
• Monitor provider message pools.
• Track open telephone encounters.
• Complete assigned work queues
• Maintain patient confidentiality.
• Scan and upload documents.
• Complete other administrative duties as assigned.

Customer Service Expectations

• Demonstrate empathy and compassion.
• Treat every caller with respect.
• Remain calm during stressful situations.
• Resolve concerns efficiently.
• Promote positive relationships with patients and facility staff.
• Represent the organization professionally.

Qualifications

Education & Licensure

• Associate degree or higher
• Current and active Registered Nurse (RN) preferred, multi state license
• Current and active multi-state license as Licensed Practical Nurse (LPN).

Experience

• Experie nce in skilled nursing, post-acute care, care coordination, or case management preferred.
• Knowledge of medical terminology.
• Familiarity with data entry, medication reconciliation, discharge planning and community resources.
• Familiarity with quality measures and tracking preferred.

Skills & Competencies

• Strong interpersonal, communication, and patient advocacy skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of post-acute workflows and care transitions.
• Proficiency with data entry and electronic health record.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize.
• Excellent customer service.