LPN/RN Clinical Assistant-Telephone Triage

HUDSON PHYSICIANS SC•Hudson, WI

15d

About The Position

The primary purpose of this position is to safely and efficiently assist patients who contact the clinic for medical assistance or medication refill requests. The position is staffed during clinic hours and is based in a standard office environment. The employee responds to patient questions by telephone or walk-in, assesses urgency, communicates urgent issues to providers or clinical staff, documents contacts in electronic medical records, and supports medication refills and patient education according to established protocols. The role also involves routing faxes, transferring patients for appointment assistance, following clinic policies, and maintaining professional, confidential, patient-centered care.

Requirements

Graduation from an accredited school of nursing with a current RN or LPN license in Wisconsin, or a minimum of 10 years of clinic experience.
At least 2 years of experience in a healthcare setting.
Excellent verbal and written communication skills.
Strong knowledge of medical terminology.
Ability to work independently with minimal instruction and use good judgment.
Knowledge of a clinic computer system.
Current BLS CPR certification.
Ability to comply with ergonomic recommendations and OSHA standards.
Ability to sit for several hours while talking on the telephone.
Ability to lift and carry supplies averaging 25 pounds.
Ability to perform repetitive motions involving use of a phone and keyboard.
Sight and hearing sufficient for the role, or prosthetic devices that enable these senses to function adequately.

Nice To Haves

Five years of experience in a clinical setting.

Responsibilities

Respond to health-related questions from patients by telephone or walk-in.
Recognize the urgency and severity of patient concerns and prioritize appropriately.
Immediately inform providers and/or clinical staff of urgent and emergent issues.
Document all communication in patient electronic medical records.
Follow medication refill protocols and renew medications as appropriate.
Elicit information and provide health education to patients according to established telephone protocols.
Distribute incoming faxes to appropriate workstations.
Transfer patients to patient care coordinators for appointment assistance.
Maintain knowledge of current trends and significant changes in healthcare procedures.
Communicate clearly and concisely during patient and staff contacts.
Adhere to clinic policies, procedures, protocols, ergonomic recommendations, OSHA standards, and the clinic philosophy.
Perform additional duties as assigned.
Remain punctual, reliable, and available for late coverage if applicable.
Maintain a positive and respectful attitude while supporting the clinic vision.
Maintain required certification and/or licensure and current BLS CPR certification.
Calculate accurate medication dosages when required.
Maintain a neat, well-groomed professional appearance.
Work effectively under pressure in a fast-paced environment.
Maintain confidentiality of information acquired through clinic employment.
Establish and maintain positive working relationships with patients, interdisciplinary team members, and outside agencies.
Provide comprehensive care according to a patient-centered healthcare clinic.