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Job Details

Case Manager - Patient Access Line

Requisition #: 446406
Location: Johns Hopkins Health System, Baltimore, MD 21201
Category: Nursing
Work Week: Limited (20 - 29)
Weekend Work Required: No
Date Posted: Nov. 18, 2021

Join an amazing global healthcare organization!

Excellent compensation package!

Awesome benefits, including dependent tuition reimbursement!

Requisition #: 446406

Location: 600 N. Wolfe Street, Baltimore, MD 21287


Limited Time (20 hours)

Day Shift; 8:00am - 4:30pm


Position Summary:

A Patient Access Line (PAL) Case Manager is a registered nurse responsible for staffing a call center designed to: 1) provide nurse triage and advice to patients of the Johns Hopkins Hospital (JHH) and the Johns Hopkins Bayview Medical Center (JHBMC); and 2) ensure smooth and safe care transitions by proactively facilitating post-hospitalization phone calls to patients discharged from both facilities. Primary responsibilities for incoming calls include following approved clinical guidelines to provide: general health information; self-care instructions; guidance on whether to see a doctor; physician and/or care provider referral; and escalation to Emergency Services. Primary responsibilities for follow-up calls include: reviewing discharge instructions on the discharge work sheet; assessing and documenting a patient’s ability to comply with self-care management needs using TeachBack method; identifying gaps and/or barriers in treatment plans; and securing additional support where more intense interventions are indicated. The Case Manager is also responsible for service recovery and for thorough documentation of all calls/call dispositions.


Requires completion of four years of occupationally-specific education; a Bachelor's degree in nursing; or a Bachelor's degree in a closely related field

Work Experience:

Requires a minimum of four years related experience. Experience in case management, discharge planning and/or nurse call programs preferred.


Current Maryland licensure as a Registered Nurse required.


Demonstrated clinical expertise and knowledge of health care delivery systems. Requires knowledge of utilization management, community resources, and standards of medical practice.

Work requires the analytical skills to resolve problems that require the use of basic scientific, mathematical or technical principles.

Work requires strong critical thinking and organizational skills as well as the ability to multi-task (e.g., enter information on the computer while holding a telephone conversation). Basic computer proficiency (typing, navigating) required and skills in Microsoft Office are a plus.

Work requires the ability to communicate effectively both orally and in writing (to a wide range of audiences) and provide empathy in difficult interpersonal situations.

Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

Johns Hopkins Health System and its affiliates are drug-free workplace employers.


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