LPN/RN Clinical Assistant-Telephone Triage

HUDSON PHYSICIANS SC•Hudson, WI

2d•Onsite

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 role involves responding to patient questions by telephone or in person, prioritizing concerns, communicating urgent issues to providers or clinical staff, documenting communications in electronic medical records, and following medication refill protocols. The assistant also supports patient education, fax distribution, appointment coordination, and clinic operations while adhering to policies, protocols, confidentiality requirements, and patient-centered care principles.

Requirements

Graduation from an accredited school of nursing with a current RN or LPN license in Wisconsin; or graduation from a Medical Assistant program with current certification in Wisconsin; or a minimum of 10 years of clinic experience.
Minimum of 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 the clinic computer system.
Current BLS CPR certification.
Ability to meet the position's ergonomic recommendations.
Must possess adequate sight and hearing, or use prosthetic devices that enable these senses to function adequately.
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 phone and keyboard use.

Nice To Haves

Five years of experience in a clinical setting.

Responsibilities

Respond to health-related questions from patients via telephone or walk-in.
Recognize the urgency and severity of patient concerns and prioritize appropriately.
Inform providers and/or clinical staff of urgent and emergent issues immediately.
Document all communication in patient electronic medical records.
Adhere to the medication refill protocol 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.
Ensure clear and concise communication 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 applicable to degree, and current BLS CPR certification.
Calculate accurate medication dosages when required.
Maintain a neat and well-groomed professional appearance.
Work effectively under pressure in a fast-paced environment.
Maintain confidentiality of all 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.