Case Manager

Key Responsibilities

1. Patient Follow-Up and Care Coordination

• Make follow-up calls to patients and parents after office visits, illnesses, or other clinical encounters, as directed by the physician.
• Follow up on patients who require reassessment, monitoring, or additional care.
• Contact families regarding laboratory results, referrals, and other clinical matters as directed by the physician and in accordance with office protocols.
• Reinforce physician-provided instructions regarding medications, treatment plans, and home care.
• Identify patients who may need additional evaluation and communicate concerns to the physician.
• Document all patient communications and follow-up activities accurately in the electronic health record (EHR).

2. Patient Recall Management

• Maintain and manage recall lists for patients who are overdue for well-child visits, immunizations, and recommended follow-up appointments.
• Contact parents to schedule missed appointments and overdue preventive care visits.
• Track patients who need repeat laboratory testing, specialist follow-up, or other recommended services.
• Monitor outstanding recalls and follow-up tasks to ensure timely completion.
• Help improve patient compliance with recommended preventive care and follow-up schedules.
• Maintain accurate records of completed calls, unsuccessful contact attempts, and pending follow-up needs.

3. Telephone Triage

• Answer and respond to selected clinical telephone calls directed to the physician.
• Obtain relevant information from parents regarding symptoms, concerns, and the reason for the call.
• Assess the urgency of reported symptoms using established triage protocols and nursing judgment.
• Provide appropriate nursing guidance within the RN's scope of practice and established office protocols.
• Identify urgent and emergency situations and arrange prompt escalation to the physician or emergency services, as appropriate.
• Determine when a patient needs a same-day appointment, routine appointment, physician callback, or higher level of care, in accordance with office protocols.
• Communicate significant clinical concerns promptly to the physician.
• Document telephone encounters, advice provided, and the disposition of each call in the EHR.

4. Physician Support

• Help manage the physician's telephone messages and clinical task queue.
• Review incoming clinical messages and prioritize them according to urgency.
• Identify outstanding patient care needs requiring physician review.
• Assist with communicating physician-approved treatment plans and instructions to families.
• Help ensure that patient calls, results, and follow-up tasks are addressed in a timely manner.
• Serve as a clinical liaison between the physician, office staff, and patients' families.

5. General Clinical and Administrative Support

• Maintain accurate, timely, and confidential patient documentation.
• Follow office policies, clinical protocols, and applicable privacy requirements.
• Coordinate with front-office staff to schedule appointments resulting from follow-up calls and triage encounters.
• Assist with tracking quality improvement measures related to preventive care, immunizations, and patient follow-up.
• Perform other appropriate clinical support duties as assigned by the physician.

Qualifications

Required:

• Current, unrestricted Registered Nurse (RN) license in the state where the practice is located.
• Previous nursing experience, preferably in pediatrics, family medicine, primary care, or an outpatient setting.
• Strong telephone communication and patient assessment skills.
• Excellent organizational skills and attention to detail.
• Ability to communicate clearly and compassionately with parents and caregivers.
• Proficiency with electronic health records and computer-based documentation.
• Ability to prioritize multiple tasks and work independently in a small-office environment.
• Commitment to patient confidentiality and quality care.

Preferred:

• Pediatric nursing experience.
• Experience with telephone triage and established clinical protocols.
• Familiarity with pediatric immunization schedules and well-child visit recommendations.
• Experience managing patient recalls, preventive care gaps, and follow-up lists.
• Experience with EHR task management and telephone encounter documentation.

Essential Skills and Personal Qualities

The successful candidate will be:

• Compassionate and patient-centered.
• Calm and professional when communicating with concerned parents.
• Organized, proactive, and reliable.
• Comfortable making a high volume of outbound calls.
• Able to recognize situations requiring immediate physician attention.
• Comfortable working closely with a single physician in a small, team-oriented practice.
• Capable of following established protocols while recognizing when a situation requires escalation.

Work Environment

This position is based in a small, single-provider pediatric office. The RN will work closely with the physician and office staff to ensure that patient calls, follow-up needs, and preventive care recalls are handled efficiently.

The role combines clinical nursing responsibilities with patient outreach and care coordination. It is primarily an outpatient position and does not involve inpatient nursing duties.

Performance Expectations

Success in this role will be evaluated based on:

• Timeliness and completion of assigned patient follow-up calls.
• Consistent management of overdue patient recalls.
• Appropriate triage, prioritization, and escalation of clinical concerns.
• Accuracy and completeness of EHR documentation.
• Effective communication with patients, parents, the physician, and office staff.
• Timely completion of assigned clinical messages and follow-up tasks.
• Contribution to improved preventive care compliance and continuity of care.

Compensation and Benefits

Compensation will be based on experience, qualifications, and agreed-upon work schedule.

Benefits, paid time off, retirement options, and other employment benefits will be discussed during the interview process, as applicable.

We are a small pediatric clinic, all women staff so far. We are known in the community for being flexible, easily approachable and friendly with our patient families. We are looking for an experienced and committed candidate to join our team