[Hiring] Manager, Care Advice Line @Privia Health

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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).

• Assess symptoms/concerns of callers to determine the urgency and type of care needed
• Refer to or schedule appointments with providers as appropriate
• Provide health information and advice to callers
• Reduce unnecessary visits to the clinic and emergency department
• Provide information for self-care and symptom management
• Coordinate care across the healthcare delivery system
• Operate in a team-based model, acting as an extension of the primary care provider
• Oversee day-to-day operations of the CAL, staffing, metric achievement, and QAIP
• Handle inbound communications from patients 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
• 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 disseminate information online and in Privia’s internal knowledge databases
• Provide health information, coaching, and critical thinking skills to assist members with medical and wellness related issues
• Engage in other related care management activities and projects as appropriate and needed
• Master necessary tasks of the CAL to work autonomously
• 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 of on-call coverage
• Coordinate PTO with other Lead(s) and Associate Director as able
• Perform other duties as assigned

Qualifications

• Registered Nurse (RN) with current resident compact licensure
• 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
• Exceptional Customer Service
• Strong computer skills; Internet savvy
• Clear, confident communication and listening skills
• Self-motivated and self-disciplined
• Strong entrepreneurial spirit; 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
• Detail-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

Requirements

• The salary range for this role is $85,000 to $95,000 in base pay and exclusive of any bonuses or benefits
• This role is also eligible for an annual bonus targeted at 15% & restricted stock units
• The base pay offered will be determined based on relevant factors such as experience, education, and geographic location

Benefits

• Medical, dental, vision, life, and pet insurance
• 401K
• Paid time off
• Other wellness programs

Additional Information

• All your information will be kept confidential according to EEO guidelines
• Technical Requirements (for remote workers only): Minimum of 5 MBPS for Download Speed and 3 MBPS for Upload Speed
• Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost
• Privia Health is committed to creating and fostering a work environment that allows and encourages you to bring your whole self to work

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