POSITION DESCRIPTION:

Promptly answers incoming IHA patient telephone calls or makes outbound calls and responds to IHA 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. Works within Clinical Support Staff Scope of Practice document.

ESSENTIAL JOB FUNCTIONS:

1. 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.
2. 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.
3. 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.
4. 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.
5. Appropriately schedules patient appointments; obtains required information and provides necessary documentation. Accurately completes all necessary tasking.
6. Refills medications for 30-day supply per Adult and Pediatric protocols.
7. Orders medications and updates the medication module per Adult and Pediatric protocols.
8. Assists Care Managers in scheduling hospital discharge appointments on weekends and holidays.
9. Receives and processes STAT and critical labs; notifies Provider as per protocol.
10. Refaxes lab and radiology requisitions.
11. Runs PRISM report, makes patient post discharge calls and schedules follow up office visits per protocol.
12. Accurately completes the call center tool. Uses the call log and on-call MD calendar accurately and appropriately.
13. 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.
14. Directly enters medication, laboratory, and radiology orders into the electronic medical record per state, local and professional guidelines.
15. Facilitates office quality/performance incentive initiatives.
16. Performs other duties as assigned and works within scope of RN or LPN licensure as outlined on the Clinical Support Staff Scope of Practice document.

ORGANIZATIONAL EXPECTATIONS:

1. Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of both IHA and Trinity Health.
2. Must be able to work effectively as a member of the clinical care team.
3. Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
4. Maintains knowledge of and complies with IHA standards, policies and procedures.
5. Maintains complete knowledge of office services, call center processes and procedures, and in the use of all relevant office equipment, computer and manual systems.
6. Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
7. 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.
8. Uses resources efficiently.
9. If applicable, responsible for ongoing professional development – maintains appropriate licensure and continuing education credentials, participates in available learning opportunities.

MEASURED BY:

Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor’s degree/graduate of an accredited Registered Nursing 2-year program in combination with prior triage experience.

CREDENTIALS/LICENSURE: Valid, unrestricted RN license in the State of Michigan. Valid CPR certification.

MINIMUM EXPERIENCE: 1-2 years of clinical experience in a medical or physician office.

POSITION REQUIREMENTS (ABILITIES & SKILLS):

1. Ability to demonstrate appropriate use of written clinical protocols.
2. Must have basic knowledge and understanding as to the methods for obtaining patient vital statistics (height, weight, accurate blood pressure, temperature, etc.) and the relevance of this information to the patients’ health history.
3. Proficient/knowledgeable in medical terminology with ability to demonstrate appropriate use of written clinical protocols.
4. Proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, EPIC, email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
5. Excellent communication skills in both written and verbal forms, including proper phone etiquette.
6. Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
7. Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, vendors, family members, outside customers and community groups.
8. Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
9. Good organizational and time management skills to effectively juggle multiple priorities, time constraints and ever-changing medical situations.
10. Ability to exercise sound judgement and problem-solving skills.
11. Ability to perform mathematical calculations needed during the course of performing basic job duties, i.e.: calculating proper dosages for immunizations.
12. Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
13. Ability to handle patient and organizational information in a confidential manner.
14. Successful completion of IHA competency-based program within introductory and training period.

MINIMUM PHYSICAL EXPECTATIONS:

1. Physical activity that often requires keyboarding, phone work and charting.
2. Physical activity that often requires time working on a computer.
3. Physical activity that sometimes requires lifting up to 20 lbs.
4. Physical activity that often requires, walking, bending, stooping, reaching, climbing, kneeling and/or twisting.
5. Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.
6. Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
7. Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

MINIMUM ENVIRONMENTAL EXPECTATIONS:

This job operates in a typical office environment with some exposure to contagious diseases/viruses. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.