Infinit-O

Human Resources

• Call Triage & Management: Initial Call Triage: Serve as the primary point of contact, directing patient calls to the appropriate departments or specialists.
• Information Gathering: Efficiently handle a variety of inquiries, including those related to the call directory, patient housing, registration, and referrals.
• Misrouted Call Resolution: Effectively manage and redirect misrouted calls, ensuring patients are connected with the correct resources in a timely manner.
• Patient Support & Resolution: Call Resolution: Address and resolve patient concerns on the first call whenever possible, focusing on a positive patient experience.
• Care Navigation: Guide patients through complex healthcare processes, including benefits and eligibility inquiries, scheduling appointments, and managing prior authorizations.
• Telehealth Support: Assist patients with technical questions and provide guidance for their telehealth appointments.
• Patient Follow-ups & Reminders: Conduct proactive patient follow-ups and send appointment reminders to ensure continuity of care.
• Medication Refills: Facilitate medication refill requests in accordance with established protocols.
• Corporate Calls: Handle corporate-level calls with professionalism and efficiency, escalating issues as needed.
• Clinical Support & Assessment: Patient Assessment for RNs: Conduct initial patient assessments and gather necessary information to prepare for hand-off to a Registered Nurse (RN) for further clinical evaluation.
• Patient Education: Provide basic patient education and support as directed by clinical staff.

Virtual Nurse Associate – PHRN