Phone Triage Nurse (RN or LPN)

Heartland Health Center (HHC) is a Federally Qualified Health Center (FQHC), which provides affordable and comprehensive primary healthcare and dental care to medically uninsured, under-insured, and low- income individuals and families in Grand Island and surrounding communities.

The Phone Nurse provides nursing care and coordination by managing incoming and outgoing patient calls, triaging symptoms, supporting providers, and serving as a communication hub between patients, providers, and outside facilities. Working collaboratively with the multidisciplinary team, the nurse ensures patients receive timely, safe, and appropriate care by applying the nursing process and following established policies and procedures.

Essential Functions

• Assists the call center with patient scheduling needs and triages scheduled appointments for appropriateness and acuity.
• Works reports for scheduled appointments to ensure patients are appropriately prepared.
• Triages phone calls using protocols and nursing judgment, escalating urgent concerns to providers as needed.
• Works one on one with providers to address urgent calls requiring immediate escalation.
• Assists in relaying critical lab results to providers when appropriate.
• Demonstrates an ability to remain calm, perform effectively and professionally during peak periods of activity and emergency situations.
• Assists with returned patient calls, including relaying provider instructions, reviewing results, and answering patient questions.
• Manages calls from pharmacies and outside facilities to assist with questions or concerns regarding patient and provider orders.
• Provides patient education related to abnormal lab results, scheduled care, and follow-up needs.
• Coordinates paperwork needs, including FMLA, work comp, pre-op, newborn, and preparing new patient packet documentation.
• Provides backup support for prior authorizations, medication refills, referral review, and ER follow-ups as needed.
• Provides guidance to patients and staff regarding navigation to correct services (case management, dental, lab, behavioral health, pharmacy, HR, or medical records).
• Assists with referrals by ensuring all necessary notes, labs, and documentation are included and sent to outside facilities.
• Assess, plan, direct and evaluate total nursing care as determined by the patient's age related physical, psychosocial, and cultural needs in accordance with established standards, policies and procedures of the Heartland Health Center.
• Provides basic education information to patients and family, focusing on self-care appropriate to their age and identified learning considerations and needs.
• Provides support to clinical operations as needed, including assisting with patient rooming to maintain efficient clinic flow.
• Performs direct patient care tasks when appropriate, such as venipuncture, laboratory specimen collection, or initiating IV therapy in accordance with licensure and organizational policy.
• Completes and maintains clear and concise documentation in the EHR.
• Serves as a resource person to other staff in the area of one's own clinical expertise.
• Participates in utilization management and risk management activities.
• Supports diagnostic and E&M coding accuracy, adherence with the corporate compliance plan, attainment of productivity targets, and claims preparation for third party reimbursement.
• Participates in quality improvement review activities on a periodic basis, including systematic review of records and treatment plans.
• Performs other jobs as requested and assigned.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person