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RN / Registered Nurse Job in Louisville, Kentucky |
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Description We are recruiting for a Nurse Advocate to join our Marketing and Communication Department in Louisville, KY. This is a full time position with two scheduled work days on Saturday and Sunday and one weekday. Summary: Acts as a focal point for Kindred to customer inquiries; Provides outstanding customer service through a variety of channels including telephone, email and live chat. Provides education regarding general post acute services as well as specific Kindred offerings. Utilizes a variety of tools and methods to quickly provide an overall picture of specific Kindred sites of service including specialty offerings. For potential referrals, determines clinical level of care needs based on medical condition. Matches these needs to a Kindred location or, if not available, will look up and provide alternative services. Provides a variety of healthcare resources tailored to customer need. Answers a variety of consumer questions including locations, directions, and job search assistance. Acts as Kindred representative in dealing with consumers who initially contacted the Kindred Contact Center and are interested in Kindred Services. This may include providing health and benefit information, education on Post Acute Services, determining appropriate Level of Care and facilitating admission or services at home. Essential Functions: Acts as Kindred representative in dealing with consumers who initially contacted the Kindred Contact Center and are interested in Kindred Services. Listens to issues and questions as reported by customers. Topics include navigating healthcare options; care services, post-acute offerings, Kindred facilities and services, Medicare coverage as well as healthcare resources. Creates and maintains department manuals, documentation, abstracts, and summaries that are clear, concise, complete, correct and easily understood. Prepares and delivers new and ongoing training for peers using the most up to date documentation. Actively participates in projects as needed and transitions new applications to the team. Continuously monitors department processes and recommends to management new and innovative ideas for service improvement. For potential referrals, determines clinical level of care needs based on medical condition. Matches these needs to a Kindred location or, if not available, will look up and provide alternative services. Provides a variety of healthcare resources tailored to customer need. Acts on behalf of the customer in a healthcare advocate capacity within Kindred and the community. Monitors department performance objectives, meets standards, and assures customer satisfaction goals are met. Identifies frequently encountered problems/questions/solutions and works with appropriate clinical, communications and operation personnel to provide customer self -service tools and proactively eliminate calls. Assists manager by conducting candidate interviews, offering input into the hiring decision, and providing coaching and mentoring, to fellow employees. Knowledge/Skills/Abilities: Nursing background working across multiple areas of post-acute care. Excellent analytical and problem-solving skills. Current working knowledge of Kindred locations and services. Able to identify and communicate trends and work with others within Kindred to define process improvement to corrective action on a broad scale. #MON-CORP Qualifications: Education: Associates or Bachelor's degree. Registered Nurse with Professional Licensure required. Qualifications: 5+ years post-acute healthcare experience. Background in case management or Utilization Review preferred. Triage and telephonic call center background. Depending on candidate's qualifications, this position may be filled at a different level. If you are a current Kindred/RehabCare employee Click Here. * Some information such as the email and phone number are hidden unless you are registered and logged-in
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