Manager, Care Advice Line

Company Description

Privia Health™ is a national physician platform transforming the healthcare delivery experience. We provide tailored solutions for physicians and providers, creating value and securing their future. Through high-performance physician groups, accountable care organizations, and population health management programs, Privia works in partnership with health plans, health systems, and employers to better align reimbursements to quality and outcomes.

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:
  • 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

• 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,…