Virtual Nurse Associate

Infinit-O isn't just about business process optimization, we're about people. For over 20 years, we've been helping some of the world's fastest-growing companies in Financial Services, Healthcare, and Technology achieve multiple strategic advantages through data-driven solutions, high-performance teams, and cutting-edge technology. Our world-class Net Promoter Score of 75 reflects our commitment to excellence and client satisfaction.

But what truly sets us apart is our culture. At Infinit-O, diversity, equity, and inclusion are the foundation of innovation and sustainable growth. We embrace differences, empower perspectives, and create equal opportunities for everyone. Our people-first approach has earned us the Great Place To Work Certification three times, and as a B Corp Certified company, we're dedicated to making a positive impact not just in business but in the communities we serve. With a highly engaged and innovative team, we don't just optimize processes; we also create meaningful change.

We are seeking a dedicated and experienced Virtual Triage Nurse Associate to join our team. In this new and vital role, you will serve as the first point of contact for patients, providing compassionate and efficient support for a wide range of inquiries. The ideal candidate holds a PHRN license, has a minimum of two years of experience in a patient care campaign, and possesses exceptional communication and customer service skills. Experience with the Epic EHR system is strongly preferred.

Key Responsibilities:

1. Call Triage & Management:

• Initial Call Triage: Serve as the primary point of contact, directing patient calls to the appropriate departments or specialists.
• Information Gathering: Efficiently handle a variety of inquiries, including those related to the call directory, patient housing, registration, and referrals.
• Misrouted Call Resolution: Effectively manage and redirect misrouted calls, ensuring patients are connected with the correct resources in a timely manner.

2. Patient Support & Resolution:

• Call Resolution: Address and resolve patient concerns on the first call whenever possible, focusing on a positive patient experience.
• Care Navigation: Guide patients through complex healthcare processes, including benefits and eligibility inquiries, scheduling appointments, and managing prior authorizations.
• Telehealth Support: Assist patients with technical questions and provide guidance for their telehealth appointments.
• Patient Follow-ups & Reminders: Conduct proactive patient follow-ups and send appointment reminders to ensure continuity of care.
• Medication Refills: Facilitate medication refill requests in accordance with established protocols.
• Corporate Calls: Handle corporate-level calls with professionalism and efficiency, escalating issues as needed.

3. Clinical Support & Assessment:

• Patient Assessment for RNs: Conduct initial patient assessments and gather necessary information to prepare for hand-off to a Registered Nurse (RN) for further clinical evaluation.
• Patient Education: Provide basic patient education and support as directed by clinical staff.

• Licensure: Must hold a valid Philippine Registered Nurse (PHRN) license.
• Experience: A minimum of two years of experience in a voice-based patient care campaign or a similar virtual healthcare role.
• Technical Skills: Preferred experience with the Epic Electronic Health Record (EHR) system.

• Soft Skills:

• Exceptional verbal and written communication skills.

• Strong customer service orientation with a compassionate and patient-centered approach.
• Excellent problem-solving abilities and a keen attention to detail.
• Ability to work independently in a fast-paced virtual environment.