Manager, Care Advice Line, Anywhere

Company Description

Privia Health™ is a technology-driven, national physician enablement company that collaborates with medical groups, health plans, and health systems to optimize physician practices, improve patient experiences, and reward doctors for delivering high-value care in both in-person and virtual settings. The Privia Platform is led by top industry talent and exceptional physician leadership, and consists of scalable operations and end-to-end, cloud-based technology that reduces unnecessary healthcare costs, achieves better outcomes, and improves the health of patients and the well-being of providers.

Job Description

The primary role of the Manager, Care Advice Line will be responsible for managing the team that provides our patients with on-demand telephone-based care management services through a 24/7 Nurse Advice Line (i.e. telephone triage). Care Managers will assess symptoms/concerns of callers to determine the urgency and type of care needed, refer to or schedule appointments with providers as appropriate, and give health information and advice to callers. The goal of the Care Advice Line is to reduce unnecessary visits to the clinic and emergency department, provide information for self-care and symptom management, and to coordinate care across the healthcare delivery system. Care Managers operate in a team-based model, acting as an extension of the primary care provider.
  • Day to day oversight and ongoing development of the CAL operations, staffing, metric achievement and QAIP ensuring a 24/7 platform.
  • Handles inbound communications from patients who are seeking information about symptoms or care concerns.
  • Conduct outbound communications for follow-up and care coordination.
  • Consult and coordinate with internal and external team members to assess, plan, implement and evaluate patient care plans, make appropriate referrals, and provide follow-up.
  • Assist with finding appropriate providers, community resources, care solutions and coordinate priority appointments.
  • Record member data in Privia’s web-based medical record system and associated EMRs, or health portals.
  • Research and dissimeniate information online and in Privia’s internal knowledge databases.
  • Provide health information, coaching, and critical thinking skills to assist our members with medical and wellness related issues
  • Other related care management activities and projects as appropriate and needed (e.g. PVH support, close “gaps in care,” complex care plans, etc.)
  • Willing and able to:
    • Master necessary tasks of the CAL to work autonomously sharing in the ongoing leadership, training and growth of the program.
    • Directly work up to 80% of their workweek on nights, (between 12am-8am); every other weekend and 1/3 of the national holidays on average.
    • Provide up to 10 hours/ week or 40 hours/ month, on average of on-call coverage being readily accessible and within 30 minutes of queue during those times.
    • Coordinate PTO with other Lead(s) and Associate Director as able.
  • Other duties as assigned

Qualifications

  • Registered Nurse (RN) with current resident compact licensure. License must be unencumbered and must have the ability to apply for nursing licensure in multiple states.
  • Experience in a call center, triage position, consulting environment or like environment.
  • Leadership experience.
  • 5+ years of recent clinical experience, with problem-solving and critical-thinking skills
  • Flexibility to provide overnight, weekend and/or holiday coverage on a rotating basis
  • Disease Management, Case Management, Utilization Review or Wellness experience
  • Without question, 'Exceptional Customer Service'
  • Strong computer skills. Internet savvy
  • Clear, confident communication and listening skills
  • Self -motivated and self-disciplined a must
  • Strong entrepreneurial spirit. A desire to work in a highly rewarding, rapidly growing, environment
  • Willingness to do what it takes to get the job done and make patients the number one priority
  • Able to thrive in a quiet, secure home office environment
  • Detailed-oriented, organized with the ability to work well in fast-paced work environment
  • Masters, Advanced Degree and/or Professional Certification preferable
  • Case Manager or Wellness Coaching certification preferred
The salary range for this role is $85,000 to $95,000 in base pay and exclusive of any bonuses or benefits (medical, dental, vision, life, and pet insurance, 401K, paid time off, and other wellness programs). This role is also eligible for an annual bonus targeted at 15% & restricted stock units. The base pay offered will be determined based on relevant factors such as experience, education, and geographic location.

Additional Information

All your information will be kept confidential according to EEO guidelines. Technical Requirements (for remote workers only, not applicable for onsite/in office work): In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.speedtest.net/. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost. Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work. We understand that healthcare is local and we are better when our people are a reflection of the communities that we serve. Our goal is to encourage people to pursue all opportunities regardless of their age, color, national origin, physical or mental (dis)ability, race, religion, gender, sex, gender identity and/or expression, marital status, veteran status, or any other characteristic protected by federal, state or local law.
Back to blog