Remote Call Center Nurse; Part-time

Eterna Primary Care's Call Center Nurse serves as the first point of contact for patients, families, skilled nursing facilities (SNFs), assisted living facilities (ALFs), hospitals, pharmacies, and healthcare providers. This role is responsible for professionally managing high-volume inbound and outbound calls, accurately documenting communications, triaging requests, coordinating with medical staff, and ensuring timely resolution of patient care needs.

Part-time 16 - 24 hours per week. 3pm to 11pm or 11pm to 7am. 1-3 weekends per month 3pm to 11pm or 11pm to 7am.

$18 - $20/hr.

• Hybrid – onsite at company’s support center and/or remote (work from home)
• Frequent telephone and computer use.
• At times, travel is required to company wide meetings

Eterna Primary Care's Call Center Nurse serves as the first point of contact for patients, families, skilled nursing facilities (SNFs), assisted living facilities (ALFs), hospitals, pharmacies, and healthcare providers. This role is responsible for professionally managing high-volume inbound and outbound calls, accurately documenting communications, triaging requests, coordinating with medical staff, and ensuring timely resolution of patient care needs.

• Answer incoming calls in a professional, courteous, and compassionate manner.
• Place outbound calls to patients, family members, facilities, pharmacies, hospitals, and community partners.
• Verify caller identity following HIPAA guidelines.
• Document all telephone encounters accurately in the electronic medical record (EMR) and/or designated platform.
• Maintain excellent customer service during every interaction.
• Route calls appropriately based on urgency and clinical need.

• Receive requests from nursing facilities regarding patient concerns.
• Communicate patient updates to medical providers.
• Coordinate same-day provider visits when appropriate.
• Schedule follow-up appointments.
• Assist with appointments reminders.
• Monitor outstanding patient needs/requests until resolved.
• Assist the medical providers with quality measure capture.
• Follow company approved patient protocols.
• Escalate urgent clinical concerns immediately.

• Medication refill requests.
• Laboratory results.
• Imaging reports.
• Hospital admissions.
• Hospital discharges.
• Emergency Department notifications.
• Consult requests.
• Family communication requests.
• Hospice coordination.
• Home Health communication.

• Skilled Nursing Facilities
• Assisted Living Facilities
• Rehabilitation Centers
• Long-Term Care Facilities
• Hospitals
• Pharmacies
• Diagnostic companies
• Ensure communication is timely, professional, and accurately documented

• Chronic Care Management (CCM)
• Transitional Care Management (TCM)
• Annual Wellness Visits
• Preventive care reminders
• Advance Care Planning scheduling
• Follow-up after hospitalization
• Closing gaps in care

• Date and time.
• Caller information
• Reason for call
• Actions taken.
• Provider notifications
• Follow-up required
• Resolution

• Manage voicemail queues.
• Monitor provider message pools.
• Track open telephone encounters.
• Complete assigned work queues
• Maintain patient confidentiality.
• Scan and upload documents.
• Complete other administrative duties as assigned.

• Manage voice-mail queues.
• Monitor provider message pools.
• Track open telephone encounters.
• Complete assigned work queues
• Maintain patient confidentiality.
• Scan and upload documents.
• Complete other…