Clinical Triage Specialist (LPN) - Dermatology (PA & NJ Residents Only)

St. Luke’s University Health Network • Allentown, PA

12d • Remote

About The Position

The Clinical Triage Specialist (CTS), LPN - Access Center will compassionately deliver an exceptional patient experience providing the first level of clinical triage resources to patients. The CTS-LPN is responsible for using medical training judgment in answering/returning patient calls related to direct care provided by the practices. This includes following a protocol established for the appropriate triage and escalation of medical questions/concerns.

Requirements

• Graduate of an accredited nursing program.
• Active LPN licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law.
• Two years of experience in a healthcare setting is required.

Nice To Haves

• Customer service experience in a contact center is strongly preferred.

Responsibilities

• Answers telephones, prioritizes clinical triage calls, follows clinical protocols, and coordinates services, as needed.
• Verifies patient demographic information and accurately enters the updated information into electronic health record.
• Serves as first level of clinical triage for patient and staff issues, and provides clinical advice based on clinical protocols, procedures, and escalation paths.
• Escalates patient concerns to CTS (RN) or Clinical Triage Supervisor to better assist patients with complex clinical concerns.
• Manages and responds to electronic patient messages whenever not answering inbound patient calls, and uses clinical judgment to prioritize, escalate, and accommodate patients.
• Creates a positive patient experience at every encounter, attempting to independently resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role.
• Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center.
• Partners with other Access Center teams/PODs and respective practice clinical team on behalf of the patient to assist with clinical concerns, medication refills, or scheduling appointments.
• Other related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree