Care Advice Line Health Advisor

Working closely and in support of telephonic Care Advice Line registered nurses, Population Health support staff, primary care providers (PCP’s), networked partners, and patients of Privia Health, the Care Advice Line Health Advisor, (CHA) will provide real-time call queue support for Care Advice Line functions not requiring RN licensure, i.e., independent clinical assessment. The candidate will have and maintain relevant clinical experience, patient and provider communications skills, technical competency and educational background to support the Care Advice Line team.

• Support effectively, efficiently and safely the Care Advice Line (CAL) call queue which operates after hours and 365 days/ year.

• Answer incoming calls promptly and according to SOP and training guidelines.

• Provides effective communications, written and verbal to patients, caregivers, peers and healthcare providers at all times.

• Accurately identifies patients, caregivers and their primary purpose and need for calling the CAL.
• Support effectively, efficiently and safely the Care Advice Line (CAL) call queue which operates after hours and 365 days/ year.
• Answer incoming calls promptly and according to SOP and training guidelines.
• Provides effective communications, written and verbal to patients, caregivers, peers and healthcare providers at all times.
• Accurately identifies patients, caregivers and their primary purpose and need for calling the CAL.
• Triages and transfers calls and cases appropriately to RNs, providers, team members and 911.
• Able to remain patient and polite through all call situations.
• Charts in the EMR and applicable applications accurately and efficiently according to national healthcare standards.
• Collaborate effectively with integrated care team to support care coordination for patients.
• Answer and resolve business office inbound calls related to population health, care coordination, or other clinical activities.
• Motivate patients to be proactive about their health.
• Provide education and assistance with patient self-management goals.
• Make appropriate referrals to internal care team, payer programs, community resources, home care, and disease management programs.
• Assist in scheduling PCP, Virtual Clinic or specialist appointments as necessary.
• Assist with appropriate and miscellaneous "other duties" and projects as assigned and able.
• The slotted shifts for this position are (EDT): Weekends, 9a-9pm, 2 weekends/ month minimum on average; Weeknights, 5pm-9pm, approximately 20 hours per week; Optional and flexible in 2, 4, 6 and 8 hour increments; Every 3rd Holiday 5pm -9pm at a minimum.
• Other Duties as Assigned