Job Description This is a remote position.
Job Highlights: Contract: Independent Contractor Monday to Friday 9am - 6pm CST with 1 hour unpaid break (8 paid hours per day) Department: Call Center Operations Area of Focus: 30-Day Transitional Care Management (TCM) Program Location: Philippines (Remote/Work-from-Home) Reports to: Clinical Operations As a Call Center Outreach Nurse specializing in Post-Discharge Care for the 30-Day Transitional Care Management (TCM) Program, you will perform telephonic outreach to patients recently discharged from healthcare facilities. This role is critical for ensuring continuity of care, addressing patient questions, monitoring recovery, and reinforcing discharge instructions. You will use KBRAX software to document interactions and work closely with healthcare providers to support optimal patient outcomes. Conduct telephonic outreach within 7 days of patient discharge to monitor recovery, address concerns, and reinforce discharge instructions. Follow established scripts to guide conversations while personalizing each call to meet the needs of individual patients. Accurately document patient interactions, including responses, health issues, and recommended follow-up actions, in KBRAX software. Recognize and escalate any potential complications or concerns in the recovery process to the appropriate clinical team. Educate patients and caregivers on managing post-discharge care, covering topics such as medication adherence, lifestyle adjustments, and follow-up appointments. Assist patients in scheduling follow-up visits or coordinating necessary care transitions and connecting them to resources as needed. Ensure compliance with privacy, confidentiality, and regulatory standards in all patient interactions. Meet established performance and quality metrics as set by the Call Center Manager and quality assurance team. Required Knowledge, Skills, and Abilities (KSAs) Clinical Knowledge: Strong understanding of post-discharge care, chronic condition management, and early indicators of potential complications. Communication Skills: Excellent telephonic communication skills, with the ability to engage empathetically and build trust over the phone. Documentation Accuracy: High attention to detail for accurately recording patient interactions and recommended follow-up steps. Problem-Solving Skills: Ability to assess patient needs and escalate issues as appropriate in collaboration with the clinical team. Customer Service Orientation: Commitment to patient satisfaction and improving health outcomes through empathetic care and proactive communication. Technical Skills: Proficiency in healthcare software, including KBRAX (preferred but not required), as well as standard call center technology. Computer Literacy: Proficient with MS Office, Teams, and general troubleshooting for remote call center operations. Qualifications Registered Nurse (RN) in the Philippines. Minimum of 2 years of clinical nursing experience, ideally with exposure to post-discharge care, telephonic case management, or healthcare call centers. Familiarity with KBRAX or similar healthcare documentation systems is an advantage. Strong English communication skills, both written and verbal. Ability to work remotely with a reliable internet connection and VOIP setup, or in a designated call center if required. Independent Contractor Perks: Permanent work from home Immediate hiring Steady freelance job Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process. ZR_17629_JOB Requirements
Qualifications: Licensed Registered Nurse (RN) in the Philippines. Minimum of 2 years of clinical nursing experience, ideally with exposure to post-discharge care, telephonic case management, or healthcare call centers. Familiarity with KBRAX or similar healthcare documentation systems is an advantage. Strong English communication skills, both written and verbal. Ability to work remotely with a reliable internet connection and VOIP setup, or in a designated call center if required.