Summary:
Responsible to drive Population Health through clinical access and communication in a call center environment. They are the first voice of Summa Health that patients, physicians, and hospital faculty will encounter when communicating the organization. This role has the critical responsibility of providing all patients and physicians unparalleled experience and support in the following capacities; interacting with patients virtually to assess their clinical needs and requirements to achieve and/or maintain their health, evaluation of patient medical concerns, initial screening of patient signs and symptoms, acts in collaboration with the physician’s care team, collaboration with the multi-disciplinary team, guides members toward and facilitate interaction with resources appropriate for care and well-being, utilizing recourses available to uphold the population healthcare model, and any other questions or concerns.
Minimum Qualifications:
1. Formal Education Required:
a. Graduate from an accredited school of professional nursing or a school accepted for candidacy status from an accrediting body
b. Registered Nurse License (RN) in State of Ohio
2. Experience and Training Required:
a. Three (3) years recent clinical experience in a physician office, home health, critical care and/or emergency room.
OR
Two (2) years recent critical care clinical experience with previous clinical experience. Relevant critical care experience includes: work as a direct patient care nurse in an emergency room, intensive care unit, or coronary care unit. Relevant previous clinical experience: work as a patient care technician or similar in an emergency room, intensive care unit, or coronary care unit.
b. Relevant experience includes: direct patient triage, clinical phone triage, demonstrated excellence in clinical assessment using the nursing process, or adult/pediatric nursing care in a physician or hospital setting.
c. Knowledge of keyboard with extreme accuracy and Microsoft Office products (Excel, Word, Outlook).
3. Other Skills, Competencies and Qualifications:
a. Population Specific Competency: Ability to effectively interact with populations of patients/customers with an understanding of their needs for self-respect and dignity.
b. Customer Focus
c. Adaptability and flexibility
d. Ability to understand and follow directions
e. Ability to multitask using the computer and interacting with patients/physicians virtually
f. Communication
g. Professionalism, Enthusiasm, and Positivity
h. Integrity/ethical standards
i. Results-oriented
j. Organizational skills with a strong attention to detail
k. Personal leadership skills
l. Conflict resolution
m. Influence when speaking with others
n. Strong critical thinking
o. Basic Life Support (BLS) certification
4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently.
b. Ability to sit for extended periods of time
c. Work weekends, evenings, and holidays as assigned
d. Reliable Transportation required
e. Ability to adjust work hours to meet business demands as required