Provides concierge services to select Memorial Health Partners (MHP) populations. As a member of a team devoted to improving population health for select populations, will serve as a single point of contact where MHP members can call and request assistance on a multitude of items. Services include; symptom assessment and triage, urgent and non-urgent care advice, scheduling same day/next day appointments, establishing with a Primary Care Physician, assistance with navigating the healthcare system while eliminating barriers, and providing linkages with community resources. Partners with multiple teams to ensure members receive the highest level of quality is delivered.

Education:

• Bachelor’s degree in Nursing (BSN), required. Three (3) years of RN experience may be considered in lieu of BSN.

Licensure/Certification/Registry:

• Current RN licensure in the state of Illinois, required.
• CPR certification, required.

Experience:

• Five (5) years of current clinical of psychosocial experience working in a hospital, medical office or clinic setting, required. Clinical experience in Primary Care, Behavioral Health or Home Health, preferred.
• Two (2) years of experience of working telehealth/telenurse positions, preferred.

Other Knowledge/Skills/Abilities:

• Knowledge of chronic conditions, evidenced-based medicine, pharmaceuticals typically used for chronic condition management, and psychosocial and behavioral factors affecting health, required.
• Knowledge of the local Healthcare environment; particularly Memorial Health System’s network of care, preferred.
• Knowledge of EMR clinical products, required.
• Excellent verbal and written communication skills, required.
• Excellent teaching and customer service skills, required
• Ability to work independently across multiple sites of care, required.
• Ability to work with multiple members of a Care Team and maintain positive working relationships, required.
• Excellent PC skills, including the use of Microsoft Office products including Word, Excel, and PowerPoint,    

1. Works with the primary care physician team to proactively ensure patients’ needs are met. Coordinates care across the continuum.
   
   
2. Works telephonically to triage minor healthcare issues and identify the appropriate venue of care to address problems.
   
   
3. Conducts patient assessments to screen across medical, social, behavioral, cognitive, and pharmaceutical risk factors.
   
   
4. Communicates with patients at their level of health literacy.
   
   
5. Provides excellent customer service to ensure patient is satisfied with the outcome. 
   
   
6. Assesses barriers to care and identifies ways in which to address those barriers.
   
   
7. Triages minor health issues and executes appropriate care recommendations based on symptoms.
   
   
8. Utilizes Memorial’s network and provides guidance to convenient, accessible care.
   
   
9. Maintains a positive approach with patients and other members of the care team and provides excellent customer service.
   
   
10. Operates effectively with various levels of leadership and clinical expertise.
    
    
11. Maintains an accurate and complete written record of the each phone call and all other patient interactions.
    
    
12. Performs other related work as required or requested.