Position Summary

The Telephone Triage/Call Center nurse performs nursing triage functions in the care and treatment of patients under the direction of the physicians at Pinehurst Medical Clinic. The Telephone Triage/Call Center Nurse is trained to ask patients highly specific questions to accurately determine their concern and refer them to an appropriate health care professional or resolve their concern if appropriate and time allows (i.e. prescription refills, etc.)

Essential Functions and Responsibilities

• Carries out specific nursing phone triage for the care of PMC patients under the direction of the physician(s),
• Answers incoming calls from the patients, reviews patient records, schedules appointments, uses the EMR task function, documents in patients records, provides education to patients, acts as liason for patients-directing calls for referrals, answers questions and provides other information as needed. The call center nurse understands when to escalate calls to physicians/administration or others.
• Is able to refill prescriptions based on physician practice/policy for refills.
• Understands precertification process and may call for pre-certifications especially prior authorizations for medications. Works with patient account representatives and secretary to facilitate referrals and patient care.
• Help maintain patient flow and workflow by work collaboratively as a team member with the clinic staff to provide a high quality and efficient service to patients and clinic.
• Recognizes patient rights and provides for confidentiality of patient information and for dignity through own performance and in relationship with others.
• Collaborates with other disciplines; promotes and supports research activities; and utilizes available resources to provide and improve patient care.
• Participates in department staff meetings as required.
• Participates in quality improvement team efforts, including meetings to discuss quality assurance improvement initiatives.
• Practices safety, environmental, and/or infection control methods. Identifies and/or communicates any safety issues for the clinical equipment, building, follows-up to ensure completion.
• Performs other related duties as required by supervisor for the benefits of patient care and department needs.

Qualifications

Education (Including Licenses and Certifications):

• Licensed as LPN in accordance with the North Carolina statutes. CPR certified required within the first 90 days.

Experience:

• Two year's experience as LPN in an outpatient office environment preferred.