Message Center, LVN

SAC Health • San Bernardino, CA

18h • Onsite

About The Position

The Message Center LVN works under the leadership of the Supervisor, Message Center RN and Manager, Message Center RN to maintain an effective operation in the Message Center. Answers high volume of calls and handles patient requests competently evaluating patient necessity. Interfaces with providers to ensure clinical efficiency and maximum productivity are met. Assist in communicating messages that are out of the scope of practice for the message unit support staff, emphasizing completeness and concern for the patient.

Requirements

• High School diploma or equivalent required.
• Active LVN licensure.
• Current CPR/BLS certification (must be American Heart Association or Red Cross accredited program).
• As a requirement of this position, you must receive EPIC certification for the module you have been hired into.
• 5+ years' experience as an LVN is required.
• Must have proficient computer skills including data entry (35wpm).
• Must be able to use a variety of office equipment including fax machine, scanner, printer, and copier.
• Exhibit strong interpersonal abilities to communicate effectively and collaborate with patients, families, healthcare professionals, and interdisciplinary teams. This entails active listening, empathy, cultural sensitivity, and the capacity to build rapport and trust across diverse healthcare environments.

Nice To Haves

• Experience in an FQHC outpatient setting is highly preferred.

Responsibilities

• Evaluates and accurately documents incoming telephone calls and competently evaluates and advises patients under the direction of the clinician courteously and helpfully.
• Responsible for in-basket message management of patient-related clinical needs, results, requests, communications, etc.
• Identifies potential issues based on information gathered during the interview with the patient.
• Utilizes nursing knowledge to react quickly, calmly, and professionally in emergent, life-threatening situations according to clinic protocol.
• Takes accurate and complete messages, competently evaluating patient necessity and advising under the direction of the clinician; ensuring that all patient communication (x-ray, lab, messages, medications, etc.) is completed in a timely manner according to office protocol.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Coordinates, instructs, and schedules patients regarding tests, procedures, or office visits as requested by the clinician.
• Ability to remain calm in a stressful environment, always maintaining a positive and helpful attitude towards patients, clinicians, and co-workers.
• Adjusts to work pace when performing multiple tasks, maintains optimal patient call flow in the call center, and remains calm in a stressful environment to direct patient care under the direction of a licensed provider.
• Participates in patient education, reinforcing program and insurance guidelines to enhance patient understanding (i.e. CDPH, FPACT, IEHP, Medi-Cal, etc.)
• Maintains clean, orderly, and well-maintained work area.
• Maintains current knowledge of all documents that direct practice, e.g., policies, clinical guidelines, ancillary guidelines, etc.
• Ability to collaborate, support and function in a teaching organization that builds, coaches and embraces interns and residency programs.
• Must demonstrate a passion for the team and have the ability to consistently work with rotating doctors, residents and interns, while continuously building a trusting, safe, patient centered workplace.
• Demonstrate the ability to be culturally sensitive and respect diversity, work effectively and with individuals of different cultures and socioeconomic status; Passion for service.
• Other duties as assigned.

Benefits

• Full Benefits Package!
• Industry Leading PTO Accrual (accrued per pay period)
• Sick Leave
• Paid Holidays
• Paid Jury Duty, Bereavement
• SAC Health Covers approximately 85% of Team Member health premium costs (may vary w/benefit plan selection)
• Retirement - up to 8% employer contribution
• Continuing Education and Learning Benefits
• Annual Mission Trip

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED