CHMG Patient Refill Center: Per Diem

Summary

Reporting to the Contact Center Lead Pharmacist, and with the direction and guidance of the Medical Directors, assists in the evaluation and processing of medication renewal and prior authorization requests. Responsible for incoming and outbound calls pertaining to prior authorization and medication renewal requests. Ensures appropriate documentation and routing of these requests. In addition, may be involved in other areas of medical office support including clerical, environmental and organizational.

The Nurse Triage Team plays a vital role in providing acute clinical support by assessing patient symptoms and determining appropriate care pathways. Working closely with Contact Center Agents, who serve as an extension of medical group practices, triage nurses evaluate patient concerns using ClearTriage and evidence-based clinical protocols. Utilizing critical thinking skills and sound clinical judgment, nurses provide timely and accurate medical advice, ensuring patients receive the appropriate guidance for their health concerns.

Key responsibilities include:

• Conducting in-depth assessments of patient symptoms.
• Providing medical guidance based on established clinical protocols.
• Handling high volumes of calls and electronic communications efficiently.
• Ensuring patient confidentiality and adherence to privacy regulations.

This role requires full-time, on-site training for an initial period, with the duration determined by organizational needs. Upon completion of training and the establishment of a structured team, remote work flexibility may be offered based on organizational requirements and individual qualifications.

Education

Minimum requirements: Associate Degree or Diploma in Nursing from an accredited School of Nursing.

Certification, Registration & Licensure

Licensure required: New Hampshire Board of Nursing license

Certification required: Current American Heart Association Basic Life Support for Healthcare Providers certification or Red Cross CPR/AED for Professional Rescuers and Health Care Providers

Experience

Demonstrated ability to effectively and positively interact with a multi-disciplinary staff, patients, and others.

Responsibilities

• Establishes priorities in organizing daily activities and maintains efficient patient flow.

• Triages patient phone calls following established guidelines and prescribed format for identifying patient's health problems or concerns, and providing quality patient care.

• Administers prescribed medications.

• Provides education to patients in response to identified patient needs.

• Documents health information, interventions, and outcomes into the patient electronic medical record.

• Delegates patient care activities using the five rights: right task, person, direction, circumstance, and

  supervision (ensuring the task has been completed satisfactorily and documentation is complete) and

  providing feedback to delegatee and manager.

• Applies principles of purposeful, organized thinking based on the nursing process to make sound clinical judgment and decisions.

• Completes practice specific clinical skill competencies on an annual basis.

Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.

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If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.

Physical and Work Requirements

The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Dictionary of Occupational Titles Material Handling Classification is LIGHT. The employee must regularly lift, carry or push/pull less than 10 pounds, frequently lift, carry or push/pull up to 10 pounds, and occasionally lift, carry or push/pull up to 20 pounds.

While performing the duties of this Job, the employee is regularly required to do repetitive motion, hear, and speak. The employee is frequently required to bend, do fine motor, reach, sit, stand, and walk. The employee is occasionally required to climb, kneel, smell, and squat.

Specific vision abilities required by this job include color vision, depth perception, far vision, near vision, and peripheral vision.

The employee is frequently exposed to bloodborne pathogens, bodily fluids. The employee is occasionally exposed to airborne pathogens, electrical hazards - shock, toxic or caustic chemicals.

The noise level in the work environment is usually quiet.