LPN-Call Center

7750 Contact Center

Schedule: Day Shift. 40 hours weekly. 8:00am – 4:30pm

About The Position

The Phone Triage Registered Nurse position is the first point of contact with customers calling for clinical assessment and/or advice. This position is designed to assist the providers by utilizing critical thinking for brief assessments to achieve quality outcomes for the customer. Under the general supervision of Central Scheduling management, this position is responsible for patient triaging, nursing assessments, collaboration with providers and other departments, and provision of quality patient care in compliance with local, state, federal regulations and accreditation standards.

• Provides professional nursing triage services and health advice to patients over the phone.
• Performs a detailed evaluation of patient symptoms, relays information to the provider and their team when appropriate, and provides medical advice on treating symptoms and/or recommendations for escalating treatment.
• Follows established procedures and protocols, and documents calls as required.
• Determines urgency of seeing the patient based on brief assessment and familiarity with the patient’s condition and history, utilizing the patient’s chart to determine these conditions.
• Uses computerized clinical decision-making, including algorithms that closely imitate physician logic and thought patterns, as a guide.
• Ensures accuracy of all documentation.
• Facilitates referrals to other physicians by phoning their offices, making an appointment for the patient, and forwarding requested test results; records and tracks all referrals.
• Contacts hospital and outside sources regarding lab results, x-ray results and ER reports.
• Phones pharmacies to authorize prescriptions.
• Contacts nursing homes regarding patient orders.
• Contacts patients to relay test result information and returns patients’ phone calls with the physician’s recommendations for their care.
• Pre-certifies hospital admissions and referrals by contacting the appropriate insurance professionals and providing the requested information. Records precertification number in chart. Records and tracks all referrals.
• Performs front office duties and other duties as required.
• Performs all duties respectful of confidentiality and safety of all patients, employees, and physicians.
• Arranges appointments for patients who do not need to go to the ER but need to see a physician. Consults with physician as needed.
• Prioritizes work tasks and services and completes tasks in a timely manner.
• Performs other duties as assigned.
• This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.

• Education Required:
  
  BSN, will consider someone who is an LPN with an appropriate amount of experience and the approval of providers.
• Education Preferred: BSN
• Experience
  
  Required:
  
  Minimum of five years’ nursing experience
• Experience Preferred:
  Experience in obstetrics and gynecology, experience with the phone triage process.

• Licensure in the State of Indiana as a minimum LPN