The responsibilities of this job include, but are not limited to, the following:

• Following established Patient First Telehealth (TH) policies and procedures;
• Consistently exhibiting interpersonal skills that demonstrate commitment to superior customer service, including quality, care, and concern with patients and employees;
• Receiving inbound calls and making outbound calls;
• Performing comprehensive telephonic patient assessments;
• Following established clinical protocols and guidelines and providing appropriate patient instructions;
• Accessing Emergency Medical Services for patients when needed;
• Completing documentation of telephonic conversations with patients, caregivers, pharmacies, and specialist offices;
• Completing follow-up calls for TH patients;
• Completing Doctor’s Conversation Book (DCB) orders entered for TH patients;
• Monitoring and following up on failed faxes to pharmacies;
• Using, protecting, and disclosing Patient Protected Health Information (PHI) in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards;
• Accessing the Language Line as needed;
• Faxing medical records to specialists and Primary Care Physicians’ offices when requested while following Patient First Release of Information and HIPAA guidelines;
• Adding reminders to patients’ medical records as needed;
• Updating patient demographical information, patient preferred pharmacy, or HIPAA Special Requests as needed;
• Notifying pharmacies of new prescriptions and authorizations of refills as ordered by the Physician or Extender;
• Recognizing financial, medical, and legal consequences based on data collected during patient telephonic interactions and following appropriate procedures;
• Attending staff meetings as scheduled;
• Following all Patient First policies and procedures;
• Addressing patient portal messages according to Patient First guidelines;
• Completing tasks as assigned by the NCC Director, Supervisor, or Team Leader according to NCC guidelines;
• Performing administrative duties as assigned.

Minimum education requirements include, but are not limited to, the following:

• Must be 18 years of age or older;
• High school graduate or equivalent;
• Must be a registered nurse graduate of an approved school of nursing with current state licenses needed for practice in Virginia, Maryland, Pennsylvania, New Jersey, and Washington, D.C.;
• Ability to work in a team-oriented environment that requires strong oral, written, and interpersonal communication;
• Ability to use problem solving, facilitation, and analytical skills;
• Minimum of two years of nursing experience with Patient First preferred;
• Experience in dealing with the public in a customer service environment;
• Knowledge of and the ability to use computer systems and automated call distributor telecommunication systems;
• Ability to work independently and handle, process, and respond to inquiries in a fast-paced and repetitive environment;
• Ability to meet, or exceed, quantified performance standards related to calls and provide the highest quality medical care and professionalism;
• Commitment to patient and customer satisfaction;
• Must be able to sit, stand, and walk for long periods of time (possibly 4 to 8 hours at a time).