Patient Access Specialist - TeleNurse

Springfield Clinic•Springfield, IL

7d•$17 - $24

About The Position

The Patient Access Specialist – TeleNurse facilitates patient access services by managing incoming calls, assisting clinic customers at first point of contact, and streamlining clinic-wide communications. The role answers and routes calls, verifies and updates patient records, documents requests in the Triage System, supports appointment cancellations and daily reports, and routes emergency calls according to established procedures. The position also requires adherence to patient service standards, department workflows, incident reporting procedures, OSHA and clinic training requirements, and the clinic’s Code of Conduct and Ethics Standards. The work is performed in an office-type environment with extended periods of sitting.

Requirements

High school graduate or GED required.
Proficient and accurate typing skills.
Deductive reasoning ability.
Ability to work under pressure while maintaining 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

At least 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 calls efficiently and accurately.
Identify patients requesting TeleNurse services, locate them 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 in accordance with emergency procedures.
Adhere to patient service standards and maintain positive, professional behavior in support of departmental goals.
Continue education and follow appropriate workflow processes.
Report workflow problems or complaints to the Manager.
Comply with Springfield Clinic incident reporting policies and procedures.
Adhere to OSHA and Springfield Clinic training and accomplishment requirements as required by policy.
Provide excellent customer service and adhere to Springfield Clinic’s Code of Conduct and Ethics Standards.
Perform other job duties as assigned.