RN - Patient Clinical Services

Carle Health•Champaign, IL

About The Position

The Patient Clinical Services RN works within a centralized nursing service supporting participating Carle Health Primary Care locations. The role implements best practices in patient care and coordination by assisting with patient triage and general advice through telephone and electronic communications, helping ensure timely access to appropriate care and advice. The position requires six months of in-office training in Champaign, Illinois, before becoming remote. The RN evaluates patient questions and concerns, uses approved references and provider-approved protocols to provide information and recommend appropriate care, and coordinates with Primary Care physicians and nursing staff. The role also supports accurate electronic medical records, medication reconciliation, patient follow-up, and the clinical teams’ in-basket and telephone workflows. The RN may cross-train to support other Patient Contact Center Clinical teams as business needs dictate.

Requirements

College diploma in Nursing.
Licensed Registered Professional Nurse (RN) in Illinois through the Illinois Department of Financial and Professional Regulation.
Licensed Registered Professional Nurse (RN) in Indiana through the Indiana Professional Licensing Agency within one year.

Responsibilities

Assist patients by phone and electronic platforms to determine care needs, arrange or refer for appointments, and provide general health information and education using approved references and resources.
Evaluate, assess, and document patients’ questions and concerns.
Coordinate with Primary Care Center physicians and nursing staff to meet patient needs.
Ensure patient health status and care concerns are documented completely and accurately.
Maintain the completeness and accuracy of patients’ electronic medical records, including medication reconciliation.
Respond to inbound telephone and electronic communications about symptom management and general advice.
Manage patient care requests involving in-basket activities, work queues, and incoming calls.
Triage urgent or emergent patient concerns and provide disposition advice based on acuity and provider-approved protocols.
Direct patients to appropriate levels of care and resources for symptoms, medication questions or refills, referrals, prior authorizations, and visit follow-up questions.
Identify nurse-led solutions and escalate concerns when appropriate using nursing judgment and clinical knowledge.
Monitor encounter status and provide follow-up care and education as outlined by the collaborating provider.
Document nursing observations, interventions, and evaluations; report patient medical information accurately, completely, and promptly.
Advocate for patients and ensure information in the electronic medical record is accurate.
After completing the six-month probationary period, help mentor and orient new nursing personnel through communication, training, and orientation.
Assist the Medication Renewal Center and Patient Advisory Nurse as needed.
Cross-train to provide float support to Patient Contact Center Clinical teams as call volumes, in-baskets, patient care, and other business needs dictate.
Support Patient Contact Center virtual physician and nurse in-baskets.
Demonstrate attention to detail, customer service excellence, professional conduct, and excellent patient care.