The Clinical Care Representative (CCR) is a telephone triage nurse, providing a variety of services and information to patients over the phone in a fast-paced call center environment. The CCR utilizes written protocols and clinical judgement to guide their practice and determine the urgency of care needed. The CCR schedules appointments or directs callers to health care providers as needed. The goal of this unique form of nursing is to decrease unnecessary visits to physicians, nurse practitioners, and the emergency room, as well as to provide information for self-care. The person in this role is expected to have exceptional customer service abilities, strong clinical judgment, and excellent computer and typing skills. While this position can be performed remotely, it requires in-person training and in-person work when technical issues arise preventing the ability to work remotely.

ESSENTIAL FUNCTIONS

Answer phone calls and web messages for primary care practices of all ages in a fast-paced call center environment
Provide triage to symptomatic patients to determine placement within InterMed’s practice, referring to ED/Urgent Care, or providing homecare advice as appropriate
Utilize superior verbal communication skills to provide excellent customer service and nursing care via telephone
Ability to remain calm in high-stress situations, utilizing crisis intervention skills when appropriate
Refill prescriptions according to standard protocol
Provide test results according to standard protocol
Provide patient education under provider’s direction
Fulfill administrative responsibilities which may include:

– Obtaining medical records information

– Referral information

– Completing forms/requisitions

– Schedule routine appointments

Flexibility and willingness to work as a team member
Ability to prioritize work and handle multiple tasks and computer applications
Excellent professional judgment and technical skills
Other responsibilities as directed by management

JOB REQUIREMENTS

Graduate from an accredited school of nursing
Unencumbered active registered nurse or LPN licensure in state of Maine
Previous experience in a primary care or hospital setting required
Triage experience preferred
Proficient computer knowledge and accurate typing skills with Windows based programs, including electronic medical records programs
Ability to proficiently use telephone system
Excellent typing and computer ability while simultaneously maintaining a telephone conversation
Ability to consistently meet and adhere to performance and quality metrics
Compassion, empathy, and teaching ability, as patients may require instruction for self-care and/or symptom management
Strong organizational and critical thinking skills
Ability to demonstrate and uphold InterMed’s Values
Professional appearance
On-site, in-person training is required for this position. Training is expected to take 3-4 weeks depending on experience
State of Maine residence is required