Palana is seeking Care Line Operators to work remotely via our proprietary telehealth platform. In this position, you will support the coordination of care efforts provided by a virtual interdisciplinary care team (VICT) in order to meet the needs of the Palana patient population. This is primarily a remote and on-call position, however the Care Line Operator will be required to assist with patient on-boarding which includes an in-home patient visit and Palana kit delivery. This position provides generous flexibility and a team-coverage method for scheduling work hours. Applicants should be comfortable with answering care line calls, documenting care intake notes and assisting clinicians to complete a comprehensive virtual medical examination.
Responsibilities
In this role you will be required to answer video calls from patients, assist them with taking their vitals, chart notes about the call and connect them with the next line of care. This process is very similar to the intake process used in face-to-face outpatient environments. In addition to calls, we expect the Care Line Operator to follow up with the patients in order to make sure all of their healthcare needs are met. You will also coordinate with clinicians, community health resources, pharmacies, etc. as needed. The goals of this position are to prevent unnecessary ER visits and serve as a proactive layer of care within the home; thereby achieving better health outcomes and increasing quality of life for patients.
Additional duties include
- Assuring delivery of quality care to all patients in a respectful and professional manner.
- Document patient care by charting in patient records within the Palana platform.
- Maintain a safe and clean home work environment by complying with procedures, rules, and regulations.
- Protect patients and employees by adhering to HIPAA compliance policies and protocols.
Work Hours
This is a salary position, where the Care Line Operator is expected to be "on call and available" during their scheduled hours.
Operators will each have three 24 hour shifts during the week. During this time the Operator must be able to answer calls within 2 minutes. Since calls are taken from the home, the Operator has flexibility to engage in home activities, as long as the Care Line is answered.
Compensation & Position Details
Job Type: Salary
Medical Benefits: None
Schedule: On-call 72 hours per week. (Three 24 hour shifts.) Must be prepared to take urgent calls within 2 minutes of contact.
Certification: None required.
Experience: Experience in 911 call center or conducting intake within a medical office preferred.
Work Location: Remote On-Call; In-Home patient visits will occur within the first 6 weeks of the contract. After Palana kits are deployed to patients, 100% of the work occurs remotely.
Competencies, Knowledge and Skills:
- Intermediate proficiency level with web-based tools including email, Microsoft Office, including Outlook, Word and Excel
- Ability to communicate effectively with a diverse group of individuals
- Ability to multitask and work independently within a team environment
- Ability to remain alert for long shifts
- Ability to work quickly and efficiently
- Strong advocate for patients at all levels of care
- Critical listening and thinking skills
- Decision making and problem solving skills
- Strong organizational and time management skills
Why Palana?
Palana is a driver of innovative home care delivery for our nation's most vulnerable population. We exist at the intersection of cutting-edge technology and compassionate healthcare. Our team is passionate about improving the lives of our patients and driving value for our partners. We are looking for individuals who share our excitement about creating a better future for our patients and acting as a change agent in the healthcare industry.