Job Details
JOB DESCRIPTION:
MUST HAVES:
- Active, unrestricted Compact RN license issued in the state they reside in
- 3+ years of licensed experience in a triaging environment
- Call Center, Telehealth/Remote, or Telephonic Triage experience
- Highly organized, self-directed worker with an ability to function in a high-volume environment
- Strong verbal and written communication skills
- Proficient level of experience with Microsoft Office applications and strong technical aptitude
PLUSSES:
- 3+ years of licensed RN experience in behavioral/mental health, maternity/obstetrics or pediatrics- ***If have maternity/peds experience, they must also have worked with adults in some capacity. Home health, ICU, med/surg, OR experience is not a fit. Psych nurses, ER nurses etc. are more on par.
- Previous experience working with the military population or Tricare beneficiaries
RESPONSIBILITIES:
- Communicate timely and effectively with TRICARE beneficiaries, primarily by phone, but also via web chat, video call, email, text. Average call volume is 30-40 calls/day, each 12-14 minutes long.
- Timely and effectively assess and triage immediate health concerns
- Identify problems or gaps in care, offering opportunity for intervention
- Timely and effectively coordinate services and referrals to health programs
- Timely and effectively provide health education and coach beneficiaries on treatment alternatives to assist them in best decision making
- Timely and effectively support beneficiaries in selection of best health care resources to maximize access, quality, and health care cost
- Timely and effectively prepare individuals for primary care visits
- Help optimize health care utilization through education
LICENSURE REQUIREMENTS: Candidates are required to be licensed in all non-compact states. If candidates are not currently licensed in any of the states listed below, they will have 90 days from their start date to apply for the 12 state licenses required.
- Alaska
- California
- Connecticut
- District of Columbia
- Hawaii
- Illinois
- Massachusetts
- Michigan
- Minnesota
- Nevada
- New York
- Oregon
DAY TO DAY:
Insight Global/Ghost RX is seeking REMOTE Telephonic Triage RNs to provide a 24/7, 365 days service for 9.8 million TRICARE beneficiaries, located both in the continental United States, as well as overseas. This is an inbound call line where veterans and their families can discuss symptoms and other health concerns with Registered Nurses (RNs), and be triaged to the right place, such as home care etc. Helping military beneficiaries make more informed choices about how and when to access health care services is one of the government s objectives with this contract. First call resolution is priority. RNs assigned to this contract will leverage a URAC-accredited model, proprietary clinical protocols, and health information content.
CALL EXAMPLES:
COVID-19/Flu
Sore Throat
Possible Cold or Upper Respiratory Infection
Vomiting
Cough
Diarrhea
Abdominal Pain
Eye Symptoms
Back Pain
Headache
Urinary Symptoms/Female
Ear Symptoms
Possible Sinusitis
Rash/Itchy
PERFORMANCE METRICS/EXPECTATIONS:
- Quality Performance Call Audit Assessment (Goal of 95%)
- Total Crisis Calls Not Handled Appropriately = Annual Goal of 0
- % Of Total 911/ER Disposition = Goal is 8% of total contacts handled
- % Home Care Disposition = Goal is 25% of total contacts handled
- Contacts per Transaction Hour (CpTH) = goal is 3.75 contacts
- Schedule Adherence = goal is 90%
- Average Handle Time (Voice Calls) = goal is 840 seconds
- Make Busy/Extra Wrap (Voice Calls) = goal is 60 seconds
- Average Handle Time (Chats) = goal is 1,600 seconds
- Average Handle Time (Video Calls) = goal is 680 seconds