What are the responsibilities and job description for the Call Center LPN position at HIA Health?
Our mission: 'To provide comfort and care through life's journey."
Position Summary
The Call Center LPN responsibilities include triage calls from patients/families, facilities/physicians and HIA Health staff and assist as needed. Coordination of the interdisciplinary team staff to meet the needs of the caller.
This position in a full-time, non-exempt position and will be based out of our Fargo office.
Key Responsibilities
- Provide excellent customer service by triaging calls from patient/families, facilities/physicians and HIA Hospice staff.
- Assess each situation and determine the best course of action.
- Assist in the daily contact with patients who received medication changes.
- Contact physician, pharmacy, and DME company with death notifications.
- For critical patient issues, determine the appropriate member of the IDG to attend to the patient/family needs and coordinate the contact or visit.
- Order DME as requested by staff or as a result of phone assessment.
- Completes medication order & refill requests
- Communicates triage updates to team members
- Completes thorough, accurate documentation of patient phone calls, including follow-up plan details to assist with patient plan of care.
- Prints and faxes requested paperwork to facilities for respite stays and NH replacements. Obtains attending MD signature when required on above papers.
- Faxes scripts to pharmacies and other facilities as appropriate and monitors successful transmission.
- Completes and locks documentation on the same day as the contact/communication occurs as per the Medical Records Documentation policy.
We have a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.
Pay Range: LPN starting at $ /hour (depending upon experience)
Expectations of all Employees
Support the mission, vision and values through unequaled quality patient care, professional competence, collaboration, communication, innovation, accountability, ownership and provide support to the entire agency regardless of their primary office location.
HIA has a Drug Free Workplace Policy. An accepted offer will require a drug screen and pre-employment background screening as a condition of employment.
Expectations of all Employees
Support the mission, vision and values through unequaled quality patient care, professional competence, collaboration, communication, innovation, accountability, ownership and provide support to the entire agency regardless of their primary office location.
HIA Health has HEART
Honor - We accept the honor of service to hospice patients, families, and communities.
Excellence - We strive for excellence in my work, as we stand on hallowed ground.
Attitude - We choose a positive attitude at work.
Respect - We treat people with the same respect I wish to be given.
Teamwork - We value everyone’s contribution in delivery of care, operation of the organization and stewardship of our resources.
Qualifications
• LPN degree
• Superior clinical skills
• Excellent customer service skills
• Ability to direct staff
• Strong communication skills
• High level of organizational and prioritization skills and attention to detail
Certifications, Licenses, Registrations Required
• Licensure in North Dakota and Minnesota required (or willing to become dual licensures following employment offer)
• Certified Hospice and Palliative Care Nurse preferred