Patient Access Specialist - TeleNurse

Springfield Clinic•Springfield, MO

About The Position

The Patient Access Specialist – TeleNurse facilitates patient access services by managing incoming calls, assisting clinic customers at the first point of contact, and streamlining clinic-wide communications. The role identifies patients requesting TeleNurse services, locates them in the EHR and Triage system, verifies and updates patient information, and registers new patients as needed. It also documents patient requests, routes calls and communications according to policy, and supports daily reports and quality checks. The position requires adherence to patient service standards, departmental workflows, clinic policies, training requirements, and the Springfield Clinic Code of Conduct and Ethics Standards. The role works in an office-type environment with extended periods of sitting and reports to the Telenurse Manager.

Requirements

High school graduate or GED required.
Proficient and accurate typing skills required.
Ability to use deductive reasoning.
Ability to work under pressure with accuracy.
Excellent attendance in a previous work environment.
Intermediate computer skills and knowledge of computer software programs.
Effective verbal, written, and interpersonal communication skills.

Nice To Haves

A minimum of one year of medical office and/or phone experience preferred.
Knowledge of medical terminology preferred.

Responsibilities

Answer incoming calls for the TeleNurse Department and direct them efficiently and accurately.
Identify patients requesting TeleNurse services and locate the correct patient in the EHR and Triage system.
Verify patient information, update changes, and register new patients in the EHR.
Document patient requests to the TeleNurse through the Triage System.
Cancel provider appointments according to provider group procedures while maintaining accuracy.
Assist with daily reports and quality checks.
Verify incoming EHR communications and assign them to the appropriate provider as required by policy.
Route emergency calls to the office nurse or TeleNurse according to the emergency procedure.
Adhere to patient service standards and maintain a positive, professional attitude while working toward departmental goals.
Complete continuing education and follow appropriate workflow processes.
Report workflow problems or complaints to the Manager.
Comply with the Springfield Clinic incident reporting policy and procedures.
Adhere to OSHA and Springfield Clinic training and accomplishment requirements as required by policy.
Provide excellent customer service and follow Springfield Clinic's Code of Conduct and Ethics Standards.
Perform other job duties as assigned.