Call Center LPN

HIA Health•Fargo, ND

5d•Onsite

About The Position

The Call Center LPN triages calls from patients and families, facilities and physicians, and HIA Hospice staff, assesses situations, and coordinates the interdisciplinary team to address callers’ needs. The full-time, non-exempt position is based in the Fargo office and supports hospice patients and families through responsive communication, clinical coordination, and thorough documentation.

Requirements

LPN degree.
Superior clinical skills.
Excellent customer service skills.
Ability to direct staff.
Strong communication skills.
Strong organization and prioritization skills and attention to detail.
Licensure in North Dakota and Minnesota, or willingness to obtain dual licensure following an employment offer.

Nice To Haves

Certified Hospice and Palliative Care Nurse certification preferred.

Responsibilities

Provide excellent customer service while triaging calls from patients and families, facilities and physicians, and HIA Hospice staff.
Assess each situation and determine the appropriate course of action.
Assist with daily contact with patients who have received medication changes.
Notify physicians, pharmacies, and durable medical equipment (DME) companies when a patient has died.
For critical patient issues, identify the appropriate interdisciplinary group (IDG) member to address patient or family needs and coordinate contact or a visit.
Order DME as requested by staff or as indicated by a phone assessment.
Complete medication orders and refill requests.
Communicate triage updates to team members.
Document patient phone calls thoroughly and accurately, including follow-up plans that support the patient’s plan of care.
Print and fax requested paperwork to facilities for respite stays and nursing home replacements, and obtain attending physician signatures when required.
Fax prescriptions to pharmacies and other facilities as appropriate and monitor successful transmission.
Complete and lock documentation on the same day as the contact or communication, in accordance with the Medical Records Documentation policy.
Support the organization’s mission, vision, and values through quality patient care, professional competence, collaboration, communication, innovation, accountability, ownership, and support for the agency regardless of primary office location.