Virtual Care Access Concierge (RN)-Telehealth

Job Description Summary

The Virtual Care Access Concierge – Registered Nurse (RN) reports to the Telehealth Nurse Manager of Telehealth Centralized Support/Virtual Specialty. Under general supervision and in collaboration with the interdisciplinary team, this concierge role ensures patients requiring escalation from a virtual visit receive a seamless transition to the appropriate next level of care without being lost during the handoff. This role removes friction from care transitions, reduces patient effort, and improves timely access while maintaining continuity of clinical information.

Entity

Medical University Hospital Authority (MUHA)

Worker Type

Employee

Worker Sub-Type​

Regular

Cost Center

CC004953 SYS - Virtual First Teleconsultation

Pay Rate Type

Hourly

Pay Grade

Health-28

Scheduled Weekly Hours

25

Work Shift

Job Description

The Virtual Care Access Concierge – Registered Nurse (RN) reports to the Telehealth Nurse Manager of Telehealth Centralized Support/Virtual Specialty. Under general supervision and in collaboration with the interdisciplinary team, this concierge role ensures patients requiring escalation from a virtual visit receive a seamless transition to the appropriate next level of care without being lost during the handoff. This role removes friction from care transitions, reduces patient effort, and improves timely access while maintaining continuity of clinical information. Job Responsibility: 

Utilize the nursing process to serve as a patient liaison to assist patients and caregivers in scheduling within the complex healthcare system.

Success Criteria:

•          Function as a patient/family advocate demonstrating a care, compassionate approach.

•          Implement discharge plans and coordinate patient and clinical reminders, scheduling follow-up visits, and ensure warm hand-off of patient and clinical context to the next level of care.

•          Liaison with ambulatory clinics, Free Standing EDs (FSEDs), and other virtual services to improve the hand-off and scheduling processes for post-virtual care follow-up needs

•          Coordinate and manage care transitions by applying analytical reasoning, reflection, rational problem-solving skills, using evidence-based information and clinical judgment

•          Perform individualized education with patients and families, as needed, to reinforce understanding of their After Visit Summary (AVS) to achieve goals of care.

•          Identify potential and actual patient problems and utilize resources to address problems.

•          Utilize appropriate community resources to improve patient outcomes and family adaptation to patient care needs.

•          Accurately document all orders, care plans and interaction with the patient, family or interdisciplinary team members in the EMR to maintain current patient records.

Comments:

Additional Job Description

Minimum Requirements: Bachelor of Nursing degree preferred. RN staff hired on or after July 1, 2013 with an Associate or Diploma degree in nursing are required to be enrolled in an accredited BSN program within two years and successfully obtain a BSN degree within four years of the RN hire or reclassification date. Refer to policy A141 for more details. A minimum of one year of work experience as a registered nurse required. Licensure as a registered nurse by the South Carolina Board of Nursing or a compact state.  Current American Heart Association (AHA) Basic Life Support (BLS) certification or American Red Cross BLS for Healthcare Providers certification is required.

Physical Requirements:

1. Ability to stand or sit for extended periods of time.
2. Proficiency in manual dexterity and fine motor skills for tasks such as taking patient vitals, administering injections, or conducting physical exams.
3. Capacity to lift and move patients or medical equipment as needed.
4. Visual acuity and color perception to accurately read medical charts, documents, and monitors.
5. Auditory ability to effectively communicate with patients and colleagues, as well as to perceive important sounds such as alarms or patient instructions.
6. Stamina and resilience to handle the physical and emotional demands of providing patient care, including long shifts and potentially stressful situations.
7. Mobility to navigate clinical environments, including moving between patient rooms, offices, and other areas of the facility.
8. Compliance with infection control protocols and proper use of personal protective equipment to maintain a safe and healthy work environment.