MOA - Telecare USRN (Illinois)

Overview 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. Responsibilities 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 Qualifications Seniority level: Entry level Employment type: Full-time Job function: Other Industries: Outsourcing and Offshoring Consulting #J-18808-Ljbffr