MOA - Telecare USRN (Illinois)

MOA - Telecare USRN (Illinois) role at VXI Global Solutions

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

• Handles all Telecare Triage Phone Responses (70%)
  • Utilizes Physician-approved protocols for the assessment and management of a multitude of patient health concerns and symptoms via telephone interactions
  • Directs patients to the appropriate level of care which may include crisis intervention, homecare recommendations, and/or scheduling appointments
  • Educates patients and/or family members about diagnostic procedures, medications, nutrition, and maintenance of health and wellness according to the individualized needs of the patient
  • Utilizes department approved protocols throughout all interactions to guide patient centered care
  • Establishes confidence with patients by always acting as an advocate first and seeking to resolve spoken and unspoken needs in a timely, safe, and positive manner
  • Acts collaboratively and proactively as a liaison between the various departments that touch their care to the benefit and satisfaction of our callers
• Strives to address all patient concerns in the first telephone interaction to support better patient experiences and outcomes
• Utilizes appropriate evidence-based resources to help further patient education and assist with all clinical inquiries
• Escalates any necessary urgent or time sensitive situations to a Physician, Physician Assistant, or Nurse Practitioner
• Maintains accurate and detailed patient records reflective of any interactions with the patients
• Collaborates with team members to handle all In-basket Tasks in a timely manner (20%)
  • Reaches out to patients with Physician advisement when first call resolution was not able to be achieved
  • Works to the full scope of Nursing practice and utilizes all available evidence-based resources to appropriately respond to all patient inquiries
  • Discusses test results, orders follow-up testing, and provides patient education based on recommendations from the Providers
  • Utilizes department protocols to process, pend, or direct refills to Providers as necessary
  • Completes thorough EMR chart review with every patient interaction to ensure all patient inquiries are addressed in a timely manner
• Acts as a Clinical Resource for Staff (10%)
  • Communicates effectively, professionally, and accurately at all times and through all available communication channels in a manner that displays respect and understanding
  • Assists team members with questions by being an active participant in Microsoft Teams chats
  • Assists with training for new staff members by being a resource both remotely and onsite as requested by Management
• Meets all stated metrics for department quality and productivity
• All other duties as assigned per Management discretion

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Other
• Industries: Outsourcing and Offshoring Consulting