Remote Virtual RN

Summary

Join Tia, a modern medical home for women, as a Virtual Registered Nurse (Virtual RN) and be part of Clinical Operations team. As a Virtual RN, you will work with teams across the company to empower providers to focus on patient care and support overall business needs. You will also be every Tia member’s partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia.

Responsibilities

• Day-to-day patient communications
• Triage member communications appropriately
• Manage inbound members messages, ensuring proper prioritization across various types of messages
• Ensure if we cannot answer the members' needs that we connect them to someone who can i.e. urgent needs, clinical needs, etc
• When performing any handoffs to another team member, do so by providing both the members and other Tia team members full context
• Ensure each member's message is responded in a personal, empathetic way while adding context and informing members about their options in their healthcare
• Solution-oriented mindset -- will work to ensure Tia can support all members requests, no matter how difficult
• Ensures all messages are responded within agreed-upon turnaround time, and ends every day with 0 outstanding action items
• Maintain a clean & organized chat queue with an ownership mentality
• Demonstrates accountability for chats
• Ensuring members needs get met and ensuring that if a member expresses concerns, that we follow internal processes to ensure they get addressed
• Answering clinical questions in chat and escalating as appropriate
• Responding to clinical questions in chat that arise within agreed-upon Turn Around Time while using Tia’s Tone of Voice Principles
• Providing patients with full context behind treatment recommendations
• Escalating patients to providers or urgent care using designed protocols
• Prescribing on behalf of the provider
• Prescribing medication refills (based on Tia’s protocols) to patients on behalf of the provider to ensure patients get timely access to medications
• Reporting lab results
• Reporting to patients their normal lab results within 24 hours of receiving the report
• Communicating abnormal results to the provider and follow up as appropriate
• Notifying patients of any lab errors and facilitating repeat testing when appropriate
• Completing appropriate steps for reporting communicable diseases per county/state guidelines
• Assisting with medical clearance/health forms
• Reviewing health forms
• Facilitating medical clearance appointments and testing when appropriate
• Completing health forms when appropriate
• Work collaboratively with care team members to facilitate care
• Act as a team when it comes to a patient’s care, working together to ensure we can provide a high quality patient experience
• Manage coordination of care within Tia’s ecosystem
• Develop & execute on core competency
• Find your superpower to double down on a key area of the care coordination job to develop a speciality that you then develop & execute on