Registered Nurse - Friends and Family Line

Job Description

Job Description

Overview

NaphCare is hiring a Registered Nurse for our Family and Friends Line as part of our Local Government team at our Corporate Office in Birmingham, AL

* Must be bilingual*

The Family & Friends Line (FFL) Registered Nurse serves as a central point of contact for family members and approved representatives seeking general information and guidance regarding incarcerated individuals. This role supports communication, care coordination, and system navigation while maintaining strict adherence to privacy, security, and correctional healthcare regulations.

The FFL RN provides timely, professional, and compassionate assistance, helping families understand processes, facilitating appropriate follow-up, and directing inquiries to the appropriate internal teams.

Responsibilities

• Serve as the primary contact for incoming calls from family members and approved representatives
• Ensure a valid Release of Information (ROI) is obtained, verified, and documented in the patient chart prior to sharing any protected information
• Provide general updates and guidance within HIPAA and correctional privacy guidelines
• Triage concerns and route inquiries to appropriate departments (medical, custody, scheduling, etc.)
• Facilitate communication between families and site healthcare teams when appropriate
• Support care coordination by ensuring appropriate follow-up on inquiries
• Document all interactions accurately and timely in designated systems
• Identify trends, barriers, or recurring concerns and escalate as appropriate
• Provide education to callers regarding processes, expectations, and available resources
• Maintain professionalism and composure in high-emotion or sensitive situations.
• Collaborate with UM leadership, site teams, and corporate departments to ensure continuity of care

Qualifications

• Use knowledge and expertise to ensure that clinical processes and systems are followed appropriately according to policies and procedures, company performance, and accreditation standards.
• Work cohesively with the Medical Director, HSA, AHA, DON in the coordination of the healthcare delivery system and intake/booking operations, as well as other functions within the facility.
• Act as the primary point of contact for patients, families, physicians and other healthcare providers.
• Work closely with medical staff to understand patient needs and develop care plans.
• Conduct patient assessments to determine appropriate level of care.
• Educate patients and their families about treatment options and potential outcomes.
• Collaborate with healthcare team to ensure patient satisfaction and quality care.
• Participate in marketing and outreach efforts to increase patient volume.
• Provide professional presentations and information to referral sources.
• Identify and resolve any issues or barriers that might affect patient care.

Why Join NaphCare?

NaphCare is one of the largest providers of healthcare services to correctional facilities throughout the US, and we are growing. If you have never considered a career in correctional healthcare, now may be the time. In addition to competitive salaries and generous employee benefits, we strongly support career advancement within the company.

NaphCare Benefits for Full-Time Employees Include:

• Health, dental & vision insurance that starts day one!
• Prescriptions free of charge through our health plan, beginning day one
• Lowest Cost Benefits!
• Employee Assistance Program (EAP) services
• 401K and Roth with company contribution that starts day one!
• Tuition Assistance
• Referral bonuses
• Term life insurance at no cost to the employee
• Generous paid time off & paid holidays
• Free continuing education and CMEs

If you would like to speak with me to learn more about this position and NaphCare, please first apply directly to the position to initiate the application process and we'll be in touch.

Equal Opportunity Employer: disability/veteran

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