Phone Nurse

Lifecare is a Federally Qualified Health Center with 3 locations in Stark County. We are in search of a LPN to take patient calls. The schedule is Monday through Friday 8-4:30, no weekends or holidays. Lifecare is a non-profit patient focused organization. This is a position at our Massillon location. Join our team of professionals and make a difference in the community!

Position Title: Phone Nurse

Reports To: Nurse Manager

Classification: Hourly; nonexempt

Attendance at HIPAA and compliance educational programs is a requirement of employment.

SUMMARY:

In an outpatient clinical setting, under the direct supervision of the Nurse Manager, the Phone Nurse serves as a liaison between physicians, nurses, and patients. The Phone Nurse manages and documents patient phone calls pertaining to medical conditions, scheduling questions, lab work, procedures and follow up questions according to established policies, department routine and protocols.

DUTIES AND RESPONSIBILITIES:

Works with provider teams and patients to resolve questions concerning medications, health education, and medical advice within skill level and scope of practice.

• Records and maintains complete and accurate records of patient and physician communications regarding medical care according to standard medical record documentation requirements.
• Retrieves messages from phone mail in a timely manner and responds to patient needs according to medical priority. Documents all incoming calls on paper phone log and transfers information to the electronic EHR message to be sent to the appropriate provider team.
• Responds appropriately within skill level and documented departmental policies; and when appropriate, seeks provider advice when responding to patient’s medical care questions and/or concerns.
• Follows through in a timely manner on patient requests.
• Submits requests for prescription refills to appropriate provider team. Records all prescription/refill information in the electronic health records (EHR). Refills prescriptions according to physician’s orders and records in electronic health records.
• Utilizes relevant data, such as medical records, patient complaints, and observation and listening skills to identify and resolve problems in nursing care.
• Assists physicians and staff in other ways as assigned, including coverage of LPN schedules during rare or infrequent staff shortages.
• Initiates, with physician’s approval, referral to in-house and community support services.
• Provides explanation to patient and/or family regarding disease process, medical care, treatment plan, and health and wellness education when necessary.
• Informs Nurse Manager when potential problem is communicated by patient regarding physician-patient relationship or regarding patient concern with care rendered. Documents patient complaints on appropriate forms and forwards to Risk Manager.
• When necessary, answers patient questions regarding/concerning test results and follow-up care or instructions per physician order within department guidelines and documents in the EHR
• Maintains proper telephone etiquette: Identifies self by name when answering telephone; politely asks caller to hold and waits for an affirmative response before placing caller on hold; when transferring a call, informs caller to whom and where the call is being transferred, if at all possible; when making an appointment, repeats doctor’s name, date, and time of appointment before completing call; refers unusual circumstances appropriately to Physician, Business Office, or the Patient Advocate; understands and utilizes features of the telephone and phone mail system (i.e., hold, transfer, forward, creation of and changing of phone mail greeting, etc.)
• Performs miscellaneous job-related duties as assigned.

MINIMUM JOB REQUIREMENTS:

• Minimum requirement: LPN
• Minimum requirement: At least 2 years’ nursing experience; medical office experience.
• Prior experience with OSHA, CLIA, Safety, and Immunizations highly preferred.
• BLS certification through American Heart Association within 90 days of employment.
• Must have vehicle insurance and maintain vehicle insurance

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

Displays a professional behavior at all times (manner, dress, language, phone etiquette, treating all patients equally, limiting personal information shared with patient.)

• Greets all patients equally in a professional manner, exhibiting friendliness, concern, and courtesy.
• Reacts in a positive manner to customer/patient concerns (i.e., remains calm and displays empathy).
• Participates in ongoing Electronic Medical Records learning opportunities. To facilitate Lifecare Family Health’s Quality Assurance standard, stays current with latest EMR functionality changes.
• Utilizes insurance information when referring patients, scheduling or pre-certifying procedures to facilitate optimum patient care.
• Development, Communication and Organizational skills.
• Ability to perform standard clinical procedures according to established protocols.
• Ability to perform routine invasive procedures, such as EKG, FBS, suture/staple removal, ear irrigation, and nebulizer treatments et al.
• Ability to maintain quality, safety, and/or infection control standards.
• Knowledge of patient care charts and patient histories.
• Knowledge of outpatient clinical administrative procedures.
• Knowledge of pediatric immunization schedules.
• The ability to utilize telephones, computer terminals, fax machines, and copiers is required.

CONDITIONS OF EMPLOYMENT:

Must be willing to submit to post offer, pre-employment physical examination/medical history check.

• May be required to submit to annual TB and rubella screening.
• Lifecare Family Health will provide Hepatitis A/B vaccinations; candidate may decline vaccinations in writing or may provide record of vaccination from previous employer.
• A pre-employment background investigation and urine drug screen is required.

WORKING CONDITIONS AND PHYSICAL EFFORT:

Prolonged sitting or standing may be required. Those physical movements and the degree of mobility, manual dexterity and hand-eye coordination normally associated with nursing duties in a clinic office setting will be performed on a repetitive basis. This also includes bending, twisting, reaching, lifting, pulling, pushing, and walking. The ability to sustain moderate physical activity, handling of average-weight objects up to 25 pounds, and standing and/or walking for more than four (4) hours per day is expected. Working under stressful conditions as well as irregular hours may be required.

Job Type: Full-time

Pay: $23.50 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Medical Specialty:

• Primary Care

Physical Setting:

• Outpatient

Supplemental Pay:

• Bonus opportunities
• Overtime pay

Experience:

• EMR systems: 1 year (Preferred)

License/Certification:

• Ohio LPN license (Required)

Work Location: In person

Salary : $24