Triage Concierge Nurse - WEEKEND AND PM SHIFTS - ON-CALL

  • Part-time

Company Description

The role of call center nurse presents applicants with opportunity to enter a rapidly growing company, Zest Health, that is reinventing the healthcare experience for its members.  Through its consumer-centric approach toward care and innovative purchase mechanisms, Zest improves the quality of care while eliminating excess cost borne by employers or employees.  Backed by Lightbank and 7wire Ventures, Zest’s dual focus on healthcare innovation and consumerism is deeply engrained in the company’s DNA.

Zest’s business model is built around a proprietary platform that includes an easy to use mobile application that offers users access to information and help when they need it, yielding higher quality care that is provided at a more cost-effective price.

Job Description

The Concierge Nurse utilizes knowledge of the nursing process to help callers make informed decisions regarding their health care needs. Supported by software that incorporates educational information and triage logic to guide recommendations, the Concierge Nurse employs data gathering techniques, actively listens to caller needs, and leverages problem solving skills based on experience. The Nurse thoroughly documents all guidance offered, which may later be available for dissemination to appropriate external care providers with whom members interact. Hours of contact center operation are 7 days/week, 24 hours/day, 365 days/year. The Concierge Nurse works both independently and in tandem with the Concierge Advisor to achieve successful outcomes for our members.

The Smart ConciergeTM Contact Center provides or connects Zest Health members, clients, and partners with the following services:

• Acute care triage

• Care coordination/facilitation

• Physician referral

• Scheduling

• Advocacy services (healthcare guidance and navigation support, education and support with plan design, benefit application, billing and claims, second opinion)

• Third party service referral (medical management, employee assistance provider, wellness, etc.)

Qualifications

  • Work on an as-needed part-time basis with minimum of 4 on-call slots per month, including one weekend slot
  • Licensed in state of remote base and Illinois, compact state licensure a plus • Excellent communication (oral, written) and interpersonal skills
  • Ability to multi-task telephonic and clinical decision programs to process triage calls
  • 10+ relevant years well-rounded nursing experience (ER, triage, other acute care nursing); ability to handle adult and pediatric triage calls
  • Skype video chat availability for team meetings (recorded for later viewing, if unable to attend)
  • Quiet, secure, private space to perform telephone triage calls; maintain HIPAA/PCI compliance in the remote-setting
  • Wired internet connection (more than 5mb per second upload/download speed)
  • Excellent Communication and interpersonal skills
  • Computer literate – MS Office

Additional Information


  • On-call hours are M-F 5 pm to 8 am following day; Saturday 7 pm to Sunday 8 am; Sunday 8 am to Monday 8 am
  • If interested, regular hours are available on Saturday from 7 am to 7 pm with first option to take Saturday evening on-call hours
  • Inbound clinical member calls – 70% Triage; General medical/RX information
  •  Outbound clinical member calls – 20%
  • Reporting/other admin. functions – 10%