Nature of Duties:

The nature of the duties is to serve as the key point of contact for patients and staff to provide excellent customer service and patient care. They are responsible for quality assessment, care management, caller registration, physician referral, general office support, and patient satisfaction.

Qualifications:

1. High school diploma

2. Active LPN license by Board of Nursing

3. Basic Life Support (BLS) certification required

4. Advanced Cardiovascular Life Support (ACLS) optional

5. Minimum 2 years of experience as LPN or 1 year as cardiology LPN

Specific Duties:

1. Responsible for high-volume calls regarding specific medical care. Triage patients and assess emergency cases: obtain and document patient complaint in the paper electronic medical records. Communicate concerns and/or problems regarding the patient to the physician/provider. Assist in coding and risk management efforts by providing accurate and complete documentation.

2. Create and maintain accurate and complete electronic documentation including the patient medication list, allergies, chart notes and detail documentation regarding phone calls into the electronic medical record (EMR). Enter electronic messages to other departments to assist with patient flow and document patient wait times.

3. Respond to phone calls such as: pharmacy refills, patients, home health agencies, etc.

4. Provide patient and family education when needed

5. Schedule appointments, eRefills, and handle other office support duties.

6. Perform other related duties as assigned and serves in whatever other capacity deemed necessary for successful completion of the mission and goals of CIS and in concordance with its patient philosophy. 

Standards of Performance:

1. Keeps work area neat and organized. Reports safety issues to team leader immediately.

2. Works efficiently and manages time wisely. Assist other employees when all duties are complete.

3. Communicates any problems, difficulties or concerns regarding job duties to the team leader

4. Performs all duties without significant error occurring with any regularity.

5. Meets all deadlines and timeframes for completion of assignments.

6. Represents CIS in a professional manner at all times. Demonstrates acceptable ability to interact with physicians, staff (“internal customers”) and “external customers” (patients, family members, insurance companies, home health etc.) on a professional level at all times. Exhibits good communication skills with physicians, patients, team leaders, and co-workers at all times.

7. Exhibits a harmonious relationship with other CIS employees in order to accomplish the duties and responsibilities of the position. While perfect harmonious relationships with all employees is sometimes not achievable, not more than an occasional complaint should be received by the team leader about the incumbent of this position.

8. The employee shall work and relate cooperatively with all other employees (internal customers) of CIS to assure optimum care for the patients of CIS and to achieve standards of care set forth by the CIS medical staff.

9. Adheres to the CIS Compliance Plan as it pertains to the above specific job duties. Uses best efforts to maintain compliance by following the CIS Corporate Compliance Plan, attending CIS compliance education, following medical documentation guidelines, and communicating concerns regarding compliance issues.

10. Performs accurate and complete documentation in the patient’s medical record, when applicable. This includes documentation in both the paper record and the electronic medical record (EMR).

11. Work with the electronic medical record (EMR) staff to maintain quality and work towards future EMR development.

12. Maintains patient confidentiality according to the HIPAA standards of privacy and security.