Care Manager, Telephonic Nurse

Role Overview

• Help ensure optimal continuity of care for patients transitioning into and out of services.
• Communicate with clinical team and help facilitate patient follow-up for patients in need of additional services.
• Navigate healthcare options; care services post-acute offerings, Medicare coverage, billing issues, and accessing healthcare resources.
• Use tools and methods to quickly provide patient options and education including but not limited to sites of service, specialty offerings, post-acute care, and other related questions.
• Handle customer issues including location lookup, directions, and complaints.
• Make clinical level of care determination based on discussion, medical records, and other important clinical data.
• Match needs to service site location or provide alternative services if not available.
• Be a customer advocate throughout the referral process to ensure timely response and maximize referral to admission conversion rate.
• Follow-up and track referral and admission outcomes.
• Maintain awareness and orientation to department performance objectives, meets standards, and assures patient satisfaction goals are met.
• Assist in the admissions process by acting as an ambassador for patients meeting admissions requirements.
• Adhere to and participate in mandatory training including HIPAA and Company policies and procedures.

Requirements

• Associates Degree required. BSN preferred.
• We require a compact state RN license.
• Business needs may require additional state licensures be obtained.
• At least 3 years post-acute experience.
• Home Care or hospice experience preferred.
• Nursing background working across multiple areas of post-acute care.
• Nursing experience in post-acute care.
• Current CPR certification.
• Knowledge of home health, hospice, and palliative care services.
• Ability to learn and master information related to locations and services of clients.
• Excellent analytical and problem-solving skills.
• Excellent verbal and interpersonal skills.
• Communicate effectively with empathy over the phone.
• Must read, write and speak fluent English.

Benefits

• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance