Summary of Position
The Nurse Member Advocate is an integral part of a cross-functional clinical team comprised of physicians, nurses, medical assistants, pharmacy technicians and support staff that facilitates the delivery of whole person healthcare, ensuring the optimal use of internal and external, diverse health care resources to improve health outcomes. The nurses are responsible for care delivery in all Teladoc service lines focusing on ensuring the highest clinical quality, as well as member and client satisfaction.
Essential Duties and Responsibilities
- Works in partnership with clinical team in support of case development and management, care and treatment plans including accurate case documentation, identifying relevant medical data to be collected and providing clear, concise communication to members, internal and external partners.
- Serve as the ongoing coordinator of primary and preventative care, episodic care, expert medical opinion and other service lines
- Obtains a comprehensive health history by leading members through a systematic and dynamic intake assessment to capture all relevant data about their current condition and health history and directs members to most appropriate service line; sets appropriate member expectations for each process
- Resolves prescription issues related to episodic care within established protocols and turn-around times
- Maintains availability within Outlook for scheduling of member visits and all follow ups
- Utilizes the company's proprietary database to help connect members to Teladoc Health and external physicians and completes referrals where appropriate, both internal and external
- Conducts member health coaching and provides treatment decision support service via printed educational materials and videos
- Uses clinical judgment in the review of complex medical issues to ensure accuracy of clinical summaries/reports and care plans
- Provides clinical support and guidance to support staff regarding case related inquiries
- Ensures adherence to established processes and compliance with privacy legislation and regulations with all parties encountered in the service delivery
- Is accountable for meeting service standards for speed of case progression, overall quality, and member satisfaction
- Support additional projects as needed
The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.
Supervisory Responsibilities
No
Qualifications Expected for Position
- SCHEDULE: 12:30-9pm EST M-F with occasional Saturday rotation of 8am-4:30pm EST
- Case Management & Primary Care experience preferred
- 5 years recent experience in the acute care setting preferred
- Med-surg background preferred
- Quality driven with a focus on flawless customer service
- Strong clinical knowledge base
- Excellent written and verbal communication skills
- Outstanding team player & strong interpersonal skills
- Bilingual-Spanish Speaking a plus
- Strong organizational skills and the ability to multitask with ease
- Ability to work independently but recognize when escalation is warranted
- Proficiency using technology and software including Microsoft Word, Excel, Outlook
- Ability to work required shift: evenings and weekend coverage
***Compact RN license required; BSN preferred***
The above qualifications, knowledge, experience, and/or background are expected but not required for this role.
The base salary range for this position is $78,000 - $83,000.