Job Address:

PHP Telehealth Administrator on Call

PHP Telehealth Administrators on Call have a passion for providing remote administrative, clinical triage, and care coordination support for the PHP Telehealth provider team, as well as seniors and other residents in a variety of healthcare settings that can include, but are not limited to, skilled nursing facilities, assisted living, and independent living communities, etc. They deliver support in a high touch, person-centered care model and collaborate with the interdisciplinary team to ensure that all residents receive the right care, at the right time.

JOB SUMMARY:

The CommuniCare Family of Companies currently owns/manages numerous World-Class nursing and rehabilitation centers, specialty care centers, and assisted living communities throughout Ohio, Indiana, Missouri, Pennsylvania, Maryland, Virginia, and West Virginia. We have a single job description at CommuniCare, “to reach out with our hearts and touch the hearts of others". Through this effort we create “Caring Communities” where staff, residents, clients, and family members care for and about one another. When combined with our highly professional and competent staff and efficient and effective systems, this results in a warm, loving environment where our residents become part of the family and enjoy a higher quality of care.

Personalized Health Partners (PHP) is the medical practice arm for the CommuniCare Family of Companies. The Administrator on Call would directly support both the PHP Telehealth provider group as well answering calls for triage from our other telehealth use cases outside of the Skilled Nursing and Assisted living environments. The goal of the Administrator on Call is to support the Telehealth provider team as well as our patients to increase wellness, prevent illness, improve clinical outcomes and focus on customer experience and satisfaction.

PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

Duties of all PHP Telehealth Administrators on Call

• Coordinate with telehealth providers to ensure appropriate patients receive telemedicine services.
• Communicate with onsite nursing teams to ensure all clinical needs are coordinated
• Oversee provider queue in Never Alone
• Support technical issues that arise for telehealth provider team
• Monitor EMR to triage routine clinical lab requests, routine imaging results, notifications, etc. that result after hours.
• Maintain timely documentation of encounters with facility nurses in the EMR
• Record information directly into CRM system
• Connect patients that need to be seen acutely by an in-house provider the next day with Central Scheduling
• Answer and triage calls from Never Alone use cases outside of the SNF use case
• Provide health education
• Provide an excellent customer experience to foster high customer satisfaction/retention
• Practice ethically and in accordance with the Scope and Standards of Practice of their profession and Board Certification.
• Follow all state and federal regulations, guidelines, and laws

Additional duties of PHP Telehealth Administrator on Call

• Collaborate with telehealth provider group
• Participation in monthly staff meetings
• During downtime there may be some additional project related work related to the development of protocols, initial quality review of previous encounters, or projects to be defined as the role evolves.

EDUCATION and QUALIFICATION:

Required:

• Must have valid RN license
• Must be willing to be licensed in the 6 states served (Indiana, Ohio, Pennsylvania, Maryland, Virginia and West Virginia)
• Strong clinical assessment and medical triage skills, with the ability to prioritize care.
• Excellent customer service skills, with the ability to collaborate effectively with patients and healthcare teams.
• Strong critical thinking and problem-solving abilities to manage a wide range of scenarios.
• Ability to provide care and guidance to both direct-to-consumer clients and healthcare organizations.
• Compassionate and empathetic approach to patient care.
• Good technology aptitude. Accurate and efficient in typing.
• Must be able to work independently and manage time efficiently in a remote environment.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Preferred Qualifications:

• Training or clinical experience in geriatrics, primary care/internal medicine and/or ED or urgent care
• Minimum of 3-5 years of clinical experience in acute care, emergency, or primary care settings.
• Be open to professional development through training, obtaining certifications if necessary, and attending team meetings
• Experience working in a collaborative healthcare setting to drive positive outcomes and achieve goals
• Training or experience in outpatient primary care setting

JOB SKILLS:

• Must have strong oral and written communication skills
• Must be detail oriented with an ability to work well both independently and in a team setting
• Exhibit a customer service approach with teams and residents
• Strong time management skills required. Must be able to prioritize and adhere to competing deadlines while achieving goals

PHYSICAL REQUIREMENTS

• Works remotely with a flexible work schedule

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