Care Advice Line Health Advisor

About Privia Health

Privia Health™ is a nationally recognized physician enablement organization powered by advanced technology. We collaborate with medical groups, health plans, and health systems to enhance physician practices, improve patient experiences, and reward doctors for providing high-value care in both in-person and virtual environments. Our proprietary Privia Platform, driven by industry and physician leaders, offers scalable operations with cloud-based technology aimed at reducing unnecessary costs, improving outcomes, and bolstering the wellbeing of patients and providers.

Role Overview

The Care Advice Line Health Advisor (CHA) works in close partnership with telephonic Care Advice Line registered nurses, Population Health staff, primary care providers, network partners, and patients to support call queue functions that don’t require RN licensure, such as independent clinical assessments. The CHA should maintain relevant clinical experience, strong patient-provider communication skills, technical ability, and educational qualifications to support the Care Advice Line team effectively.

Key Responsibilities

• Provide timely, efficient, and safe support to the Care Advice Line (CAL) call queue, which operates 365 days a year after hours.
• Promptly answer incoming calls in accordance with Standard Operating Procedures and training guidelines.
• Communicate effectively, both verbally and in writing, with patients, caregivers, peers, and healthcare providers.
• Correctly identify callers and understand the reason for their call to the CAL.
• Triage and transfer calls appropriately to registered nurses, providers, team members, or emergency services (911).
• Maintain patience and politeness throughout all call interactions.
• Document interactions thoroughly and accurately in the Electronic Medical Record (EMR) and other relevant applications following national healthcare standards.
• Collaborate with the integrated care team to facilitate coordinated patient care.
• Handle inbound business office calls related to population health, care coordination, and clinical tasks.
• Encourage and motivate patients to take proactive steps in managing their health.
• Provide education and support to help patients achieve self-management health goals.
• Make appropriate referrals to internal care teams, payer programs, community resources, home care, and disease management initiatives.
• Assist with scheduling appointments for primary care providers, virtual clinics, or specialists when necessary.
• Carry out additional duties and projects as assigned.
• Work scheduled shifts primarily during weekends (9 AM to 9 PM, minimum two weekends per month) and weeknights (5 PM to 9 PM, roughly 20 hours per week), with flexible options in 2, 4, 6, or 8-hour increments. Coverage includes at least every third holiday from 5 PM to 9 PM.

Compensation and Benefits

The base hourly wage for this position is $20.00, exclusive of bonuses and benefits. Benefits include medical, dental, vision, life and pet insurance, 401(k), paid time off, and various wellness programs. Base pay varies based on experience, education, and location.

Additional Information

• All candidate information will be handled confidentially in compliance with Equal Employment Opportunity guidelines.
• Remote workers must have a minimum reliable internet connection of 5 Mbps download and 3 Mbps upload speeds prior to employment. Expenses related to home office internet may be reimbursed.
• Privia Health is committed to fostering an inclusive workplace that reflects and respects the diversity of the communities served, regardless of age, race, gender, sexual orientation, disability status, veteran status, or other protected characteristics.

Technical Requirements for Remote Position

Remote employees should ensure their internet speed meets the minimum requirements (5 Mbps download, 3 Mbps upload), verified through online speed tests. Assistance from internet providers is recommended if issues arise.