Call Center Triage Nurse-Lpn

Description
Description
JOB PURPOSE:
The Call Center Triage Nurse - LPN is an integral member of the interdisciplinary health team and assumes responsibility for the standard of nursing care delivery in the Call Center. Promptly answers incoming FHCSO patient telephone calls or makes outbound calls and responds to patient health-related questions over the telephone. Follows established and approved Call Center clinical work processes and protocols for addressing and/or directing patient for appropriate care.
DUTIES AND RESPONSIBILITIES:

• Receives incoming telephone calls and/or makes outbound calls to patients who have left a message with the Call Center; collects key health data from patient and triages/assesses patient telephone calls with strict adherence to approved Call Center protocols.
• May provide medical advice for the condition presented over the phone; ensures that advice is within the scope of the role and in accordance with Call Center protocol for the patient's condition.
• Identifies emergent medical and/or related patient situations and assists patients by assessing appropriate level of care required. If in question, errs on side of higher level of care if unable to clarify; uses Call Center protocols for emergent medical conditions presented.
• Understands and adheres to Call Center processes for paging on-call physicians as necessary; May consult with physicians, mid-level providers, and other team members as appropriate to ensure quality patient care is maintained.
• Appropriately schedules patient appointments; obtains required information and provides necessary documentation.
• Accurately completes all necessary tasking.
• Refills medications for 30-day supply per protocols.
• Orders medications and updates the medication module per protocols.
• Receives and processes STAT and critical labs; notifies Provider as per protocol.
• Refaxes lab and radiology requisitions.
• Runs PRISM report, makes patient post discharge calls and schedules follow up office visits per protocol.
• Accurately completes the Call Center tool. Uses the call log and on-call MD calendar accurately and appropriately.
• Documents complete and accurate patient records related to calls received, data collected, services rendered, follow-up provided, and/or outcomes as described by the patient or family.
• Directly enters medication, laboratory, and radiology orders into the electronic medical record per state, local and professional guidelines.
• Facilitates office quality/performance incentive initiatives.
• Performs other duties as assigned and works within scope of RN or LPN licensure
• Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of FHCSO.
• Must be able to work effectively as a member of the clinical care team.
• Successfully completes required training and adheres to FHCSO's standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with FHCSO standards, policies and procedures.
• Maintains complete knowledge of office services, Call Center processes and procedures, and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict patient and employee confidentiality in compliance with FHSCO and HIPAA guidelines.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities.
• Embraces new ideas and respects cultural differences.
• Uses resources efficiently.
• If applicable, responsible for ongoing professional development - maintains appropriate licensure and continuing education credentials, participates in available learning opportunities.
• Performs other duties incidental to work.
• Participate willingly in all-staff training events and in community related educations sessions.
• Participates in designated activities and projects for PCMH as assigned by the Medical Director.
• Knowledgeable of the scope of practice for all nursing disciplines as described by the Nurse Practice Act.
• All other duties as assigned.

Requirements
Job Requirement
QUALIFICATIONS:

• Oklahoma Licensed Professional Nurse with current license and in good standing with the State of Oklahoma Nursing Board.
• Strong leadership and guidance with appropriate prioritization skills.
• Experience in ambulatory care and/or emergency department.
• Possess strong clinical skills as well as be able to teach skills to others applying the standard nursing theories and practices recognized by the State of Oklahoma.
• Ability to make critical decisions.
• Strong interest in leading a health team of nurses, able to work as a team member, and demonstrate an acceptance of culturally diverse patient population.
• Able to assume a leadership role in a team environment.
• Strong interest in working with an interdisciplinary health team and culturally diverse patient population.
• Be able to demonstrate problem solving skills at the lowest level of chain-of-command first.
• Knowledgeable in Oklahoma State Health Department, CDC, OSHA, Oklahoma Nurse Practice Act and JCAHO regulation in reference to the standards of nursing and sanitary conditions.
• Hold and maintain Basic Life Saving (BLS) Certification