Nurse Member Advocate

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

The Critical Care Member Advocate plays a crucial role in a cross-functional clinical team, consisting of both clinical and support staff, to deliver the Expert Medical Opinion for critical care cases. This role ensures the effective utilization of diverse internal and external healthcare resources to enhance health outcomes. The Critical Care Member Advocate is responsible for supporting and interacting with members requesting a virtual second medical opinion, with a focus on maintaining the highest clinical quality and ensuring member and client satisfaction.

Essential Duties and Responsibilities

Create and Manage Clinical Case

• Serve as the primary case owner of the critical care expert medical opinion case.
• Provide support to clinical team partners, support staff and members (including family members) to address inquiries, provide guidance in a timely manner as needed and in accordance with service-level agreements (SLA).
• Obtain and document a comprehensive health history by leading members through a systematic and dynamic intake assessment to capture all relevant data about current condition and health history.
• Ensure accurate case documentation throughout the life of the case.
• Identify and collect relevant medical data.
• Provide clear, concise communication to members, internal and external partners.
• Conduct daily follow-ups and set appropriate member expectations.
• Utilize the company’s proprietary database to match the most appropriate expert to the case.
• Use clinical judgment in the review of complex medical issues to ensure accuracy of clinical summaries and expert reports.

Qualifications Required for Position

• Active Registered Nurse license
• BSN
• 5+ years recent clinical experience in ICU/PICU/Critical Care (Step down Unit)
• Ability to work a flexible schedule to provide evening and/or weekend on-call coverage
• Quality driven with a focus on flawless customer service
• Proficiency using technology and software including Microsoft Word and Outlook
• Ability to understand and learn CRM and case management systems
• Ability to work independently and recognize when escalation is warranted
• Strong organizational skills: ability to multitask and manage competing priorities
• Outstanding team player and strong interpersonal skills with a sense of empathy

Qualifications Preferred for Position

• MSN (Masters of Nursing) Preferred
• Bilingual-Spanish …