Clinical Triage Specialist (LPN/RN) - Primary Care (PA & NJ Residents Only)

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

20d

About The Position

The Clinical Triage Specialist (CTS) provides a compassionate, exceptional patient experience and clinical support to CTS-MA team members as a clinical resource. The role uses nursing judgment to answer and return patient calls related to care provided by the practices. When appropriate, the specialist assesses callers’ symptoms and uses approved nursing protocols and guidelines to help determine an appropriate level of care or provide self-care advice. The specialist also responds to escalated electronic patient messages when not handling inbound calls, coordinates care and appointments, and supports patients and colleagues with clinical concerns. The position may be performed from home in accordance with the Network Work from Home Policy, if needed. Applicants must be residents of Pennsylvania or New Jersey, as indicated in the job title.

Requirements

Graduate of an accredited nursing program.
Active Registered Nurse licensure in Pennsylvania and New Jersey, or another nursing compact state and other states as required by state law.
At least 2 years of recent clinical experience in a physician office, home health, critical care, and/or emergency room.
Strong communication skills.
Focused on compliance.
Demonstrates continuous growth.
Quality-driven and service-oriented.
Strong time-management skills.
Strong problem-solving skills.
Ability to work from home in accordance with the Network Work from Home Policy if needed.

Responsibilities

Answer telephones, prioritize clinical triage calls, follow clinical protocols, and coordinate services as needed.
Verify patient demographic information and accurately update it in the electronic health record.
Serve as an escalation point for clinical patient issues and provide clinical support and advice to other POD team members based on protocols and procedures.
Manage and respond to escalated electronic patient messages when not answering inbound calls, using clinical judgment to prioritize and accommodate patients.
Create a positive patient experience and attempt to resolve patient issues or concerns during the call within the scope of the role.
Meet Access Center productivity, schedule-adherence, and quality standards.
Use available resources and guidelines to assess and prioritize calls, provide advice, schedule appointments, or refer callers to appropriate medical facilities or personnel.
Document symptoms and complaints, nursing assessments, advice provided, and patient or caller responses accurately.
Partner with other Access Center teams/PODs and practice clinical teams to assist with clinical concerns, medication refills, or appointment scheduling.
Perform other duties as assigned.