Under the direction of the nurse manager, and as a member of the care team, the Call Center Triage Nurse (LPN) will be responsible for handling high-volume calls from patients, medical facilities, and healthcare agencies to assist with acute concerns, medication questions, post-visit questions, and other care concerns and coordination that warrant timely triage by a nurse.
Representative Duties:
Provide telephone triage for incoming calls
- Accept incoming calls from patients, patient representatives, and other medical facilities and strive to resolve callers' concerns at point of contact
- Provide immediate assistance for patients calling in with emergent or urgent symptoms
- Provide telephonic triage for patients seeking care and coordinate with medical team by scheduling appointment and consulting with primary care provider or other members of the team, as needed
- Ensure same day response to patient inquiries with an acute need that are received via call center queue, voicemail, or written message
- Facilitate refills when warranted
- Utilize all available resources and guidelines to effectively assess, prioritize, advise, schedule, or refer calls
- Review patient chart in EMR to ensure core measures are being addressed and met and takes appropriate action when they are not, i.e., schedule services, relay results, etc.
- Document thoroughly in EMR all calls and actions taken same day
- Escalate clinical cases needing a higher level of intervention in a timely manner to the appropriate member of the care team or manager
- Act as a clinical resource to other team members in the call center
Provides clerical support and administrative assistance as needed
Effectively communicates with patients, co-workers on medical team, in medical department and across departments
- Establish and leverage working relationships with and knowledge of other departments to assist patients
- Coordinate care with patient's primary medical team
- Assist in training other employees in the department, as needed
Meet Agency Participatory Expectations
- Uphold and support the mission, objectives and policies of Fenway Health
- Maintain comprehensive knowledge of Fenway Health services
- Actively participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and periodic performance/protocol evaluations and development.
- Adhere to the highest principles of patient and client confidentiality in accordance with HIPAA regulations
- Maintain professional competence necessary to perform job responsibilities; maintain and provide agency with records of continuing education activities
- Serve on agency committees and in professional organizations when requested
Perform other related duties as assigned