Mercy
RN Navigator vICU - Mercy Virtual Telehospitalists (F/T Nights)
Company Description
Mercy, one of the 15 largest U.S. health systems and named the top large system in the U.S. for excellent patient experience by NRC Health, serves millions annually with nationally recognized care and one of the nation’s largest and highest performing Accountable Care Organizations in quality and cost. Mercy is a highly integrated, multi-state health care system including 55 acute care and specialty (heart, children’s, orthopedic and rehab) hospitals, convenient and urgent care locations, imaging centers and pharmacies. Mercy has over 1,000 physician practice locations and outpatient facilities, more than 5,000 physicians and advanced practitioners and more than 50,000 caregivers serving patients and families across Arkansas, Illinois, Kansas, Missouri and Oklahoma. Mercy also has clinics, outpatient services and outreach ministries in Arkansas, Louisiana, Mississippi and Texas. In fiscal year 2025 alone, Mercy provided more than half a billion dollars of free care and other community benefits, including traditional charity care and unreimbursed Medicaid.
Job Description
Requirements
Basic knowledge of Microsoft Excel and Word programs. Excellent phone etiquette required. Must have excellent communication skills and guest relations expertise. Must be able to multi-task in a fast paced dynamic environment while maintaining attention to detail. Critical thinking and problem solving skills. Professional verbal and written communication skills with the ability to work in triage software and electronic medical record. EDUCATION AND/OR EXPERIENCE: Basic typing and computer skills. High School diploma or equivalent Medical Assistant or college degree preferred Previous healthcare, customer service or call center experience preferred. Basic knowledge of medical terminology preferred, but not required CERTIFICATES, LICENSES, REGISTRATIONS: BLS required. PHYSICAL DEMANDS: While performing the duties of this job, the co-worker is regularly required to stand; walk, sit; use hands and fingers, handle or feel; reach with hands and arms; talk and hear. The co-worker is required to stoop, kneel, crouch, or crawl. The co-worker must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Responsibilities
Performs as a navigator in the virtual ICU/sepsis/stroke programs within Mercy Virtual and in accordance with all applicable Federal, State, and Mercy rules, regulations, policies and procedures. Facilitates the experience at Mercy Virtual by providing coordinated personal, professional and compassionate service to the sites and patients that we serve. Navigator will perform a wide variety of duties to provide clerical, call center, data collection and clinical support. Activities include admitting/discharging patients, census reconciliation, phone call triage, data collection and documentation, data entry, continuous patient observation via camera and collaboration with the bedside staff as needed. Assists in unit operational support tasks, works cooperatively with others as part of the team and recognizes the importance of group goals. Supports all aspects of the delivery of vICU care to a diverse population of patients across multiple ICUs at various hospitals across multiple states. Performs duties and responsibilities in a manner consistent with Mercys mission, values, and Mercy Virtual Service Standards.
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