RN - Call Center

RN - Call Center7750 Contact Center

Schedule: Day Shift. Monday - Friday 8a-4:30pm

About the Position

The Phone Triage Registered Nurse position is the first point of contact with our customers calling for clinical assessment and/or advice. This position is designed to assist the provider(s) by utilizing their critical thinking for brief assessments to achieve quality outcomes for the customer. Under the general supervision of Central Scheduling management, this position will be responsible for patient triaging, nursing assessments, collaboration with providers as well as other departments, and provision of quality patient care in compliance with local, state, and federal regulations and accreditation standards.

Overview of Responsibilities

• Provides professional nursing triage services and health advice to patients over the phone.
• Performs a detailed evaluation of patient symptoms, relaying information to provider and their team when appropriate, providing appropriate medical advice on treating symptoms and/or recommendations for escalating treatment.
• Follows established procedures and protocols, and documents calls as required.
• Determines urgency of seeing the patient based on brief assessment and on familiarity with a patient's condition and history, utilizing the patient's chart to determine these conditions.
• Uses computerized clinical decision-making including algorithms that closely imitate physician logic and thought patterns as a guide.
• Ensures accuracy of all documentation.
• Facilitates referrals to other physicians by phoning their offices, making an appointment for the patient, and forwarding requested test results, etc. Records and tracks all referrals.
• Contacts Hospital and outside sources regarding lab results, x-ray results and ER reports.
• Phones pharmacies to authorize prescriptions.
• Contacts nursing homes regarding patient orders.
• Contacts patients to relay test result information and returns patients' phone calls with the physician's recommendations for their care.
• Pre-certifies hospital admissions and referrals by contacting the appropriate insurance professionals and providing them with the requested information. Records precertification number in chart. Records and tracks all referrals.
• Performs front office duties and other duties as required.
• Performs all duties respectful of confidentiality and safety of all patients, employees, and physicians.
• Arranges appointments for patients who do not need to go to ER but need to see a physician. Consults with physician as needed.
• Prioritizes work tasks and services and completes tasks in a timely manner.
• Performs other duties as assigned.

Education & Experience

• Education Required: BSN, will consider someone who is an LPN with an appropriate amount of experience and the approval of providers.
• Education Preferred: BSN.
• Experience Required: Minimum of five years obstetrics experience.
• Experience Preferred: Experience in obstetrics and gynecology, experience with the phone triage process.

Licensure & Certification

• Minimum licensure required: Licensure in State of Indiana as a Registered Nurse