The Centralized Health Guide is a licensed Nurse Practitioner who leads the medical aspects of virtual care for individuals with serious mental illness that firsthand serves. The Centralized Health Guide is responsible for virtual whole person assessments and management of our vulnerable population, collaborating closely with community primary care and behavioral health providers, as well as an internal team of triage registered nurses and psychiatric nurse practitioners.

As a Centralized Health Guide, you will:

Perform a virtual whole-person clinical assessment, including:

• Assessing both behavioral and physical health conditions with a thorough history and virtual physical examination
• Treating conditions including prescribing medications on an ongoing and short-term basis
• Capturing conditions not yet diagnosed, ordering additional studies where indicated to confirm or rule out the diagnosis
• Collaborating with a team of support including medical records and clinical documentation specialists, certified coders, and medical assistants
• Making individualized recommendations and/or referrals for programs/care provided by firsthand and/or outside providers, based on the assessed need
• Supporting individuals in developing and exercising self management skills and skills skills person-centered care around their individual goals and preferences via motivational interviewing and holistic care planning
• Organizing the information in a manner that supports appropriate clinical documentation and successful disability applications (if appropriate)

Perform virtual unscheduled care assessments and transition of care, including:

• Provide exemplary customer service to individuals with SMI and maintain a NPS score of 90% or higher
• Commitment to reducing ER visits within 7 days of your interaction with individual
• Provide urgent-care treatment for conditions such as COPD exacerbations, uncontrolled diabetes, CHF exacerbations, Cold and Flu Symptoms, UTI, pain, anxiety, depression, and SI.
• Transition of care visits for individuals within 7 days of discharge from ER/hospitalization

Provide Guidance and Support to In-person Health Guides and firsthand guides including:

• Leads individual progress reviews in partnership with firsthand guides
• Assist with implementing new interventions and work processes

You will be a good fit if you have:

• Passion for serving individuals suffering from mental illness
• Display a positive attitude and team player mentality within team
• Intrinsic motivation to be a top performer
• Above average comfort with technology
• Desire to perform data driven care
• Natural ability to adapt to various assignments and moving target goals
• Empathy, compassion, and approachability
• Excellent listening, communication, and interpersonal skills
• Ability to maintain professional boundaries and engagement skills with a population with challenges and in non-traditional work conditions
• Willingness to become certified in psychiatric nursing (on the RN level)
• Licenses in FL, MI, OH, VA, WA or willingness to get licensed in these states

The experience you bring to this role includes:

• 3+ years clinical care as a Nurse Practitioner, ideally in a primary care setting or emergency department
• Working with and managing a population with challenges such as behavioral health and/or SUD conditions
• Care management and coordination
• Psych RN cert (optional, willingness to become certified)

firsthand is building a workplace and culture that cares deeply for our team and our communities. Our benefit design is in line with our values of compassion and empathy:

• A range of healthcare benefits offerings for yourself and/or your family
• 401(k) with employer matching program
• Competitive and flexible paid time off policies
• Choice of Mac or PC for laptop or tablet as needed

We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to begin getting to know you.