Care Advice Line Health Advisor

About Privia Health

Privia Health is a national technology-driven company focused on empowering physicians by partnering with medical groups, health systems, and health plans. Their platform integrates cloud-based operations and technology to enhance patient care, reduce unnecessary costs, and improve outcomes while supporting providers' well-being.

Role Overview

The Care Advice Line Health Advisor (CHA) plays a crucial role supporting telephonic Care Advice Line registered nurses, population health staff, primary care providers, and patients by handling call queue tasks that do not require RN licensure. This position demands clinical experience, strong communication abilities, technical skills, and healthcare knowledge to assist the Care Advice Line team effectively.

Key Responsibilities

• Provide safe, efficient support to the Care Advice Line call queue, operational after hours and all year round.
• Promptly answer incoming calls aligned with SOPs and training.
• Communicate clearly and professionally in both verbal and written forms with patients, caregivers, peers, and healthcare professionals.
• Precisely identify callers and ascertain the purpose of their calls.
• Appropriately triage and transfer calls to RNs, providers, or emergency services as necessary.
• Maintain patience and politeness in all call interactions.
• Document patient interactions accurately and efficiently in the Electronic Medical Record (EMR) adhering to national standards.
• Collaborate with the integrated care team to coordinate patient care.
• Handle inbound business office calls related to population health and clinical coordination.
• Encourage patients to proactively manage their health and provide education on self-care goals.
• Refer patients to internal care teams, payer programs, community resources, home care, and disease management appropriately.
• Assist with scheduling primary care, virtual clinic, or specialist appointments as needed.
• Perform additional assigned duties and projects as required.
• Work scheduled shifts, including weekends (9am-9pm, minimum two weekends per month), weeknights (5pm-9pm, approx. 20 hours weekly), and every third holiday (5pm-9pm), with flexible shift increments available.

Compensation and Benefits

The position offers a base hourly wage of $20.00, exclusive of bonuses and benefits which include medical, dental, vision, life and pet insurance, 401K, paid time off, and wellness programs. The exact base pay is dependent on factors such as experience, education, and location.

Additional Information

• All employee information will be treated confidentially compliant with Equal Employment Opportunity guidelines.
• Remote employees must have internet speeds of at least 5 Mbps download and 3 Mbps upload, measured through online speed tests prior to starting employment. Home office internet costs may be reimbursed.
• The company values diversity and inclusion, encouraging applicants of all backgrounds irrespective of age, race, gender identity, disability status, or other protected characteristics.