Answering Service Registered Nurse

TriHealth, Inc. • Norwood, OH

32d

About The Position

Answer incoming calls in a timely manner. Triage calls using Nurse Triage and excellent customer service, telephone, and communication skills, including tone and accuracy. Manage calls with "First Call Resolution" in mind. Collect and document data from patients to provide the best course of action following protocols. Facilitate care between physicians, hospitals, pharmacies, other specialties of TH, and the patient. Must obtain and utilize a working knowledge of the QGenda, Epic, Cadence, Cisco Phone System, Voalte and Kronos. Messages must be complete and thorough including all nursing/medical advice rendered and routed to the appropriate pool. Reporting of critical/vital value labs to physicians, call for care instructions, and referral process to ER or use of 911. Voalte/call physicians for hospital/ER call back requests in a timely manner. Has the ability to call in Rx's to a pharmacy, and place in pt. chart for signature from physician after obtaining a telephone order from the physician. Relay messages to patients from the office and provide a positive experience to whoever is calling after hours. Patient privacy, confidentiality and HIPPA are always upheld when entering a pt.'s chart or providing information on a pt. Satisfactorily meet dept. goals and expectations of performance.

Requirements

• Associate's Degree in Nursing (Required)
• 2 - 3 years experience Professional Nursing (Required)
• Typing
• Microsoft Office
• Electonic Medical Charting
• Phone Skills
• Customer Service
• Registered Nurse - COMPACT (Multi-State) RN- Registered Nurse- State Compact Licensure

Responsibilities

• Proactively handles patient complaints and refers to management as needed.
• Utilizes of downtime by assisting with in-basket messages, projects or tasks for the department or organization.
• Voluntarily takes on ambassador role and helps with orientation training of new hires.
• Satisfactorily met dept. goals and expectations of performance.
• Completes all points of required audit sheet on a consistent basis and maintains an average audit score of 95% or above.
• Achieves the goal of minimum utilization of AUX/NOT READY mode during working hours. Goal less than 10% Total timed staffed.
• Answers incoming calls working towards "First Call Resolution" with each call. Adheres to handle time goal average of 6 Mins 30 Sec's, telephone guidelines such as privacy and phi review checking name, DOB, phone number and address and follows Scheduling and Messaging Protocols.
• Appropriately triage patient calls utilizing Nurse Triage, accurately documents all nursing/medical advice rendered, accurately documents patient concerns and actions taken on behalf of a patient in the patient's medical record. Notifies physicians with emergency complaints, referral to ER and demonstrates competency in clinical care protocols including when to contact 911.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees