Rn Advocate - Access Point - Full Time/Part Time (Remote)

Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service.  Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.

We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.

We are currently hiring for a Nurse Advocate. This is a fully remote position!  You must live in the United States.

This position supports a 24/7 nurse call line.

Must be bilingual in Spanish.

Position Summary:

Access Point Nurse Advocate act as the company's focal point for clients and assures that communication with each patient/caller will be handled in a professional and thoughtful manner through a variety of channels including telephone, email and live chat. Access Point Nurse Advocate documents and responds to patient/customer requests and questions including but not limited to symptoms, high risk alerts for patients with multiple comorbidities, or those with certain condition such as hypertension, diabetes, CHF, and COPD through remote patient monitoring, inpatient hospital transfer requests, locations and services, including instigating referral process for admission or services. When appropriate, patients' symptoms will be assessed and triaged using the approved guidelines in order to help patients in obtaining the appropriate level of care and/or self-care advice. This is a remote position and involves being on the phone the majority of the day. This position reports to and its functions are supervised by the Manager of Clinical Services.

Essential Functions:

• Responds promptly to each incoming call as well as responds timely to any email or chat inquiry based on set service levels.
• Acts on behalf of the customer as a healthcare advocate.
• Responds to triage calls on the nurse triage phone line. If patient is in need of a triage, his/her stated symptoms will be assessed to determine the appropriate level of care required to safely meet the patient's medical needs.
• In some instances refer patients to appropriate medical facilities including but not limited to emergency rooms (ERs), urgent care centers, and home care advice or to schedule patients to their physician during office hours, utilizing Schmitt-Thompson nurse triage protocols.
• Helps to educate and support patients with obtaining the appropriate level of care and/or self-care advice, as well as assisting them in post-acute care decision-making.
• Gather and evaluate clinical information to provide continuous quality care to patients to improve their overall health and well-being.
• For potential referrals, makes clinical level of care determination based on discussion, medical records, and any other pertinent clinical data.  Matches these needs to a service site location or, if not available, look up and provide alternative services.  Act as customer advocate throughout the referral process to ensure timely response and to maximize referral to admission conversion rate.  Periodically update customer throughout process.  Follow-up and track referral and admission outcomes. 
• Utilize a variety of tools and methods to quickly provide information on patient options including but not limited to sites of service, specialty offerings, post-acute care, and other related questions.  Appropriately handle a variety of customer issues including location lookup, directions, job search assistance and complaints.
• Thorough and complete documentation using appropriate software.
• Maintains awareness and orientation to department performance objectives, meets standards, and assures customer satisfaction goals are met.
• Actively participate in new employee orientation and on-going training, staff meetings, and continuous quality improvement.

Benefits:
At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program. We believe that happy, healthy people have a passionate engagement with life and work and have designed our package to enhance your wellbeing.

Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law

Education:

• Associate's degree required. Bachelor's degree preferred.

Licenses/Certification:

• Registered Nurse with professional Compact State licensure and other states as deemed necessary by state law or client contract.
  • Washington D.C. and California license preferred.
• Must maintain current nursing licensure by completing applications for renewal in a timely manner and by complying with all requirements for continuing education. No nurse will be scheduled to work any shift if their nursing license has expired. It is the nurse's responsibility to ensure that the Manager of the Clinical Call Center Operations is notify immediately if their license status changes. Failure to comply with this requirement will result in termination of employment.
• Maintain current nursing skills and knowledge base by attendance at workshops and seminars, completion of mandatory continuing education, reading of professional journals, publications, and participation in professional organizations.

Experience:

• Minimum 3 years in a physician office, home health, critical care and/or emergency room setting.
• Background in Telephonic Nurse Triage preferred.
• Background in telephonic call center strongly preferred.
• Fluency in Spanish - Bilingual Required