Remote Call Center Nurse (Part-time)
About the role
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. The Call Center Nurse/Agent plays a critical role in supporting continuity of care, improving patient satisfaction, reducing unnecessary hospitalizations, and assisting providers in delivering high-quality post-acute medical services. Work environment is hybrid – onsite at the company’s support center and/or remote (work from home), with frequent telephone and computer use and occasional travel to companywide meetings.
Responsibilities
- 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 appointment 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.
- Assist providers with communication involving medication refill requests.
- Assist providers with communication involving laboratory results.
- Assist providers with communication involving imaging reports.
- Assist providers with communication involving hospital admissions.
- Assist providers with communication involving hospital discharges.
- Assist providers with communication involving emergency department notifications.
- Assist providers with communication involving consult requests.
- Assist providers with communication involving family communication requests.
- Assist providers with communication involving hospice coordination.
- Assist providers with communication involving home health communication.
- Serve as liaison between providers and skilled nursing facilities, assisted living facilities, rehabilitation centers, long‑term care facilities, hospitals, pharmacies, and diagnostic companies.
- Ensure communication is timely, professional, and accurately documented.
- Support value‑based care initiatives by assisting with chronic care management (CCM).
- Support value‑based care initiatives by assisting with transitional care management (TCM).
- Support value‑based care initiatives by assisting with annual wellness visits.
- Support value‑based care initiatives by assisting with preventive care reminders.
- Support value‑based care initiatives by assisting with advance care planning scheduling.
- Support value‑based care initiatives by assisting with follow‑up after hospitalization.
- Support value‑based care initiatives by assisting with closing gaps in care.
- Document all interactions in accordance with company standards, including date and time, caller information, reason for call, actions taken, provider notifications, follow‑up required, and 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.
- Demonstrate empathy and compassion.
- Treat every caller with respect.
- Remain calm during stressful situations.
- Resolve concerns efficiently.
- Promote positive relationships with patients and facility staff.
- Represent the organization professionally.