Nura is currently hiring a Telephone Triage team member! This will be a hybrid role, working Monday-Friday, 8am-4:30pm. The purpose of this position is to complement and enhance the quality of service provided by the Patient Care staff by answering incoming patient phone calls and providing information and direction in a professional, courteous and timely manner. Maintains patient records, collects and maintains accurate patient information.
Essential Functions:
1. Collect patient information and coordinate with the appropriate provider in a timely manner, without making independent medical decisions.
2. Conduct follow-up calls with patients to review provider responses, ensuring timely communication and compliance with provider direction.
3. Complete and document pre-procedure calls, including informing patients of procedure details.
4. Document all incoming calls and review plans of care to capture and communicate vital patient information.
5. Accurately document within the EHR/patient chart, including but not limited to: health history forms and prescriptions.
6. Gather and organize patient information from outside medical practices or on-call physicians for consults.
7. Order diagnostic testing and/or labs as directed by providers, and ensure required copies are distributed appropriately.
8. Manage the nursing triage mailbox, including pharmacy requests, disability forms, and prior authorizations for medications.
9. Assist with the completion of patient-related documentation, procedural work notes and FMLA paperwork for surgical case.
10. Medication refill requests may be completed by the LPN following direct instructions from an APP or MD
11. Retrieve and document voicemail messages, live calls, and patient portal messages into the EHR/patient chart; return calls or forward messages to the appropriate provider/department as necessary.
12. Provide excellent customer service, using positive and proactive communication in all patient interactions, both in person and over the phone.
13. Clearly explain patient-related policies to ensure patient understanding.
14. Support Quality Assurance initiatives in collaboration with the Quality Improvement and Compliance Director.
15. Follow OSHA, infection control, and safety guidelines and procedures at all times.
16. Maintain patient confidentiality in accordance with HIPAA and organizational policies.
17. Ensure patient safety and dignity at all times; explain treatment procedures, medications, diets, and physician instructions as appropriate.
18. Perform other duties as assigned to support the mission, values, and strategies of Nura.
Knowledge, Experience & Qualifications:
1. Ability to demonstrate, promote and adhere to the Nura values (patient centered, integrity, nurturing, teamwork, and innovation).
2. Post-secondary education preferred. Successful completion of accredited LPN program.
3. 2-3 years of relevant experience preferred.
4. Strong organizational, judgment, communication and analytical skills; sometimes under pressure.
5. Ability to multi-task and perform multiple priorities.
6. Demonstrates patience, compassion, kindness and empathy.
7. Cooperative and professional behavior toward patients, peers, providers, and management.
8. Ability to promote favorable facility image with patients, providers, insurance companies and general public.
9. Ability to make decisions and solve problems.
10. Evidence of leadership qualities.
11. Ability to contribute in a team environment and and/or independently, to provide excellent customer service.
12. Working knowledge of Microsoft Office.
Licenses & Certifications:
1. Current state registration for licensed practical nurse or current state registration for certified medical assistant.
2. BLS certified or obtain certification within 3 months of hire.
