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Virtual RN - ID-4840

Location: Remote but licensed in AZ, CA, or NY

Availability: Weekdays, Rotating Saturdays

Role Summary: As a Virtual RN, you will be part of Clinical Operations at Tia, working with teams across the company to empower providers to focus on patient care and support overall business needs. You will also be every Tia member’s partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia.

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Values

Integrity and confidence in your practice
Ask why. Then why, again.
Act as a pack, not a lone wolf; Teamwork centric but with respect for top down directives when necessary
Find your superpower.
Insist on diversity.
Ownership mentality
Be compassionate
Find joy and gratitude everyday
Be driven to achieve excellence

Abilities

Incorporate core nursing principles into clinical care
Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members.
Accuracy – Ability to perform work accurately and thoroughly, process oriented
Communication – Ability to communicate effectively verbally and in writing, clear & concise communications
Confidentiality – Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations.
Customer Service Oriented – Friendly, cheerful and helpful to patients and others.
Ability to meet patients and others needs while following Tia policies and procedures.
Decision Making – Ability to make critical decisions while following Tia policies and procedures.
Detail Oriented – Ability to pay attention to the minute details of a project or task.
Flexibility – Ability to adapt easily to changing conditions and work responsibilities.
Creative & open minded
Positivity – Display a positive attitude and is a positive agent for change.
Teamwork – Work as part of a team and collaborate with co-workers, builds relationships
Working Under Pressure – Ability to complete assigned tasks under stressful situations.

Skills

Understanding of the healthcare ecosystem: past experience working with patients required
Understanding the RN Scope of Practice- medical triage, prescription refilling on behalf of the provider, lab reporting, etc.
Knowledge of electronic medical record and practice management systems
Knowledge of medical terminology
Proficiency in MS/Google Suite
Willingness to learn new technologies & frameworks
Developing processes where needed and driving for continuous improvement
Balancing multiple stakeholders including care team, members, and the business
Experience working in a high growth environment and comfortability jumping into new processes

Must Have

Graduate from an accredited nursing program- BSN preferred
Active Registered Nurse state licensure in CA or in progress of obtaining. Additional licensure in NY & AZ preferred
Flexibility to work evening, weekend, and holiday hours

Responsibilities

Day-to-day patient communications

Triage member communications appropriately
Manage inbound members messages, ensuring proper prioritization across various types of messages
Ensure if we cannot answer the members' needs that we connect them to someone who can i.e. urgent needs, clinical needs, etc.
When performing any handoffs to another team member, do so by providing both the members and other Tia team members full context.

Ensure each member's message is responded in a personal, empathetic way while adding context and informing members about their options in their healthcare.

Solution-oriented mindset -- will work to ensure Tia can support all members requests, no matter how difficult.
Ensures all messages are responded within agreed-upon turnaround time, and ends every day with 0 outstanding action items.
Maintain a clean & organized chat queue with an ownership mentality.
Demonstrates accountability for chats.
Ensuring members needs get met and ensuring that if a member expresses concerns, that we follow internal processes to ensure they get addressed.

Answering clinical questions in chat and escalating as appropriate

Responding to clinical questions in chat that arise within agreed-upon Turn Around Time while using Tia’s Tone of Voice Principles
Providing patients with full context behind treatment recommendations
Escalating patients to providers or urgent care using designed protocols

Prescribing on behalf of the provider

Prescribing medication refills (based on Tia’s protocols) to patients on behalf of the provider to ensure patients get timely access to medications

Reporting lab results

Reporting to patients their normal lab results within 24 hours of receiving the report
Communicating abnormal results to the provider and follow up as appropriate
Notifying patients of any lab errors and facilitating repeat testing when appropriate

Communicable disease reportingCompleting appropriate steps for reporting communicable diseases per county/state guidelinesAssisting with medical clearance/health forms

Reviewing health forms
Facilitating medical clearance appointments and testing when appropriate
Completing health forms when appropriate

Work collaboratively with care team members to facilitate careAct as a team when it comes to a patient’s care, working together to ensure we can provide a high quality patient experience. Manage coordination of care within Tia’s ecosystemDevelop & execute on core competency

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