week - day shift)

Thomas Jefferson University•Camden County, NJ

13d•Onsite

About The Position

The Enterprise Central Scheduling/Triage RN assists with managing and assessing patient appointment requests and clinical concerns through telephone calls, the MyJeffersonHealth patient portal, and other electronic communications in the Electronic Health Record. The RN reviews and responds to messages from patients, providers, and staff that require nursing assessment, triage, and resolution; provides clinical guidance in coordination with primary care and specialty providers; and coordinates in-person and telehealth visits. The role collaborates with nurses, scheduling representatives, providers, clients, and outside peers. It also supports scheduling operations and service quality, including monitoring call queues, coaching staff, and helping address patient complaints and process issues. The position is regular, 40 hours per week, on a day shift, and is based at 101 Woodcrest, Cherry Hill, New Jersey.

Requirements

Bachelor’s degree in nursing (BSN).
Accuracy and attention to detail, including the ability to process information accurately.
Analytical thinking and ability to identify root causes and develop solutions.
Knowledge of electronic calendaring software and capabilities.
Customer interaction and customer service management skills.
Decision-making and critical-thinking skills.
Effective verbal and written communication skills.
Ability to capture and document relevant information in an organized, clear, auditable manner.
Leadership skills, including guiding and motivating a group toward shared objectives.
Effective listening skills.
Ability to build healthy working relationships and partnerships with clients, vendors, and peers.
Ability to work effectively as part of a team.
Ability to perform basic verbal patient assessments and recognize common symptoms and conditions, such as hypertension and diabetes.
Ability to document clearly and concisely.

Nice To Haves

Knowledge of EPIC, Genesis, and Interaction desktop.

Responsibilities

Assess and manage patient appointment requests, clinical symptoms, and triage needs received by telephone, patient portal, and electronic health record communications.
Review and respond to patient, provider, and staff messages requiring nursing assessment, triage, and resolution.
Provide clinical guidance in coordination with primary care and specialty providers.
Coordinate in-person and telehealth appointments.
Collaborate with Central Scheduling team members, including nurses, scheduling representatives, providers, clients, and outside peers.
Analyze clinical situations and use appropriate decision-making and clinical protocols to support safe, consistent practice.
Follow scheduling and registration standards, policies, standards of care, safety requirements, HIPAA, and security regulations.
Assess electronic communications about patient concerns and symptoms, determine urgency, and forward cases to the appropriate provider.
Serve as the first line of escalation for patient complaints.
Identify opportunities to improve appointment scheduling, registration, referral management, outreach, and customer service processes.
Assist with hiring and training nurses, monitor representative progress, and coach staff.
Monitor call queues and track inbound and outbound calls; inform nurses of calls waiting and abandonment rates.
Encourage agents through positive communication and feedback.
Assist in formulating targets for representatives.

Benefits

Medical insurance, including prescription coverage
Supplemental insurance
Dental insurance
Vision insurance
Life and AD&D insurance
Short- and long-term disability
Flexible spending accounts
Retirement plans
Tuition assistance
Voluntary benefits, including access to group insurance rates and discounts
Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time.