Registered Nurse, Case Management

As an RN in Case Management, you will save lives while you: Patient Care and Follow-Up

• Adhere to PPPSGV Medical Protocols consistently and diligently

• Deliver medically accurate, unbiased, and non-judgmental care to patients

• Conduct daily review and management of lab results across all PPPSGV locations (annual average is 200,000 lab results)

• Schedule appointments for treatment and follow-up

• Follow-up with patients about their missed appointments

• Coordinate patient follow-up with non-licensed Care Team staff

• Oversee the management of mammogram-related tasks for the state program, Every Woman Counts, which includes monthly responsibilities such as data entry, care coordination, and follow-up

• Effectively manage patient referrals to external agencies

• Oversee the management of patients referred to the Emergency Room, ensuring 24-hour follow-up

• Perform daytime telephone triage for clinical inquiries and patient assistance, collaborating with the Contact Center and non-licensed Care Team staff as necessary

• Review external patient medical records and inform patients of next steps for their follow-up care

• Discuss lab results and next steps with patients

• Manage post-abortion follow-up and pregnancy complications, including ectopic pregnancies, HCG results, expectant management, and reaspiraon management

• Engage in effective communication with lab vendors to address various matters related to lab specimens

• Demonstrate strong problem-solving skills when it comes to addressing lab errors and analyzing clinical trends effectively

• On-call phone triage during business hours for affiliate meetings, and early office closures

• Review and manage incoming pharmacy prescriptions, responding promptly to ensure timely and continuous patient follow-up care.

Communication and Coordination

• Provide exceptional customer service, demonstrating empathy and non-judgmental attitudes towards all patients and colleagues

• Actively participate in team and affiliate meetings

• Provide cross-coverage for all Care Team RN responsibilities

• Engage in effective communication with patients through telephone and secure electronic messaging systems that comply with HIPAA regulations

• Liaise with Public Health Departments for further investigations on STIs, such as HIV and Syphilis

• Complete required Confidential Morbidity Reporting (CMR) to Public Health Departments regarding positive infections

• Management of the e-fax by sorting and uploading patient documents to their appropriate location

• Actively engage in Microsoft Teams communications and participate actively in team discussions and activities

• Provide patients with information on healthcare resources and agencies

• Consult with the clinical team for clarification of lab results and guidance on the next steps for patient follow-up

Documentation and Record Management

• Manage, process, and document internal and external requests for patient health records following established protocols and guidelines

• Maintain tracking systems to assist in ensuring appropriate patient care and productivity

• Manage tracking systems for reminder letters that are sent to patients per protocol guidelines

Audits and Reporting

• Participate in audits as requested

Productivity and Quality Metrics

• Contribute to achieving established goals for productivity and quality metrics

• Collaborate in health center/affiliate initiatives aimed at reaching revenue cycle goals

• Monthly audits are conducted of phone conversations to ensure quality and time management standards are met

• Monthly data is analyzed on staff workload to monitor and improve efficiency and productivity

Miscellaneous

• Work on special projects related to patient care

• Perform other duties and responsibilities as assigned

• Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations

We are looking for the following: Education:

• Registered Nurse (R.N.) with an active California License

Experience:

• A minimum of one year of Case Management experience is mandatory, while previous experience of one year in reproductive healthcare is highly preferred

Other:

• Demonstrate exceptional customer service skills with an unwavering commitment to delivering the utmost customer satisfaction

• Bilingual (Spanish/English) highly desirable

• Certification of bilingual status preferred

• Accommodate flexible work hours, including weekday evenings, Saturdays, and provide holiday coverage for urgent matters

• Demonstrate the ability to work effectively in a hybrid position, balancing remote and in-office responsibilities seamlessly

• Must have computer skills and know how to effectively use Windows Office Programs

• Must be highly detail-oriented and organized

• Ability to multitask and maintain strong attention to detail in a fast-paced work environment

• Must have strong organizational, analytical, investigational, and problem-solving skills to create effective solutions

• Excellent verbal, written, and interpersonal communication skills

• Ability to appropriately participate in conversations and answer concerns about sensitive, challenging, and stressful topics

• Ability to maintain a sensitive and warm demeanor with patients

• Commitment to protect patient confidentiality

• Ability to work autonomously with a set of protocols

• Achieve and maintain the established Agency's quality and productivity metrics

• Communicate effectively and empathetically with patients from diverse backgrounds from a trauma informed approach

• Thrive as a team player while also being self-sufficient and capable of independent work

• Exhibit remarkable multitasking abilities and easily adapt to changing circumstances

• Proficient in charting using electronic medical record system

• Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma

• Commitment to quality healthcare

• Excellent customer service and commitment to providing the highest level of customer satisfaction

• Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns