Call Center Nurse: LPN or RN

Phone Nurses are expected to work as an integral part of the PrimeCare team, helping to provide quality care to our patients in a time-appropriate manner. The following are responsibilities, requirements, and expectations of a PrimeCare Phone Nurse:

• Responsibilities
  • Job-Specific Duties
    • This position is a desk position with limited in-person interactions
    • Give appropriate medical advice to patients by telephone, consult provider when needed. Address patient telephone calls, labs, and refill requests in a timely manner
    • Use eCW templates effectively to help ensure accuracy and billing collections
    • Chart appropriately and efficiently in patient’s progress note
    • Maintain all licensure for ability to work in the clinic as an LPN/RN, including CPR certification and others as required
    • Willingly work on the floor as a clinical nurse when needed; perform injections, lab tests, procedures, etc.
    • Express critical thinking skills by asking appropriate questions and thoroughly collecting patient information (Constitutional, HPI, Medical History, Social History, etc.)
    • Work to maintain and continually build evidence-based medical knowledge and skills
• Set Others up for Success
  • Anticipate, listen and respond to customer needs in a courteous, tactful manner
  • Follow up and provide feedback in a timely and respectful manner
  • Demonstrate conservation and responsible use of resources; treat property with respect
  • Maintain composure, great attitude, and moral integrity under pressure
  • Communicate effectively and work cooperatively with team members, vendors, and patients
  • Present a positive image of PCMC through professional appearance and behavior
• Inspire Others: Don’t just bring your best game, bring others’ best games
  • Willingly serve others; try to make others’ jobs easier
  • Recognize and support the skills and qualities of others
  • Be “in the moment” and think critically during patient and co-worker interactions
  • Address problems/offer correction in a constructive manner, receive correction well
  • Be open to additional responsibility
• Take Initiative: Action is better than inaction; See a problem, do something about it—we trust you
  • Perform all required opening/closing duties; ensure self and work station are ready when shift starts
  • Consistently arrive on schedule and stay until responsibilities are completed
  • Take ownership of responsibilities and actions; anticipate consequences of actions and learn from mistakes
  • Display personal drive for high quality work; be industrious with work time
  • Request assistance as needed, delegate tasks as appropriate
  • Use professional judgment in providing information situationally while staying sensitive to individual and organizational concerns
  • Know, understand, and abide by the policies and procedures of PCMC
  • Ensure confidentiality of sensitive information, comply with HIPAA regulations
  • Promote a healthy and safe workplace by following OSHA regulations
• Innovate: Bring ideas, embrace change
  • Identify personal areas of development and seek opportunities for personal and professional growth
  • Continually strive to suggest and implement ways to improve team, clinic, and PrimeCare’s performance
  • Respond positively to and actively engage with new processes and procedures

Other duties as needed or required

Requirements

• High school diploma or equivalent
• Current LPN license in good standing in the state of Arkansas
• Able to work evenings and weekends
• FT: Work a minimum of 30 hours per week, up to 40 or above, depending on clinic needs
• Excellent customer service skills
• Outstanding communication skills
• Ability to read and write English according to proper grammar rules
• Patience, sound judgment, and discretion dealing with confidential information
• Organizational and multitasking skills
• Experience with computer data entry
• Knowledge of medical terminology, regulations, and medical office procedures

Preferred:

• Knowledge of EHR systems

Working conditions & Physical Requirements

While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter:

• High traffic work area, high level of patient and employee interaction
• Quiet to moderate noise level from electronic/machine, telephone, and vocal noise
• Moderate to high risk of occupational exposure to blood-borne pathogens and other potentially infectious materials
• Very occasional exposure to moving mechanical parts
• Employee will be required to speak to and listen to others
• Employees will be required to process, remember, and comply with changes in processes and protocols with or without warning
• Majority of time may be spent standing and walking, using hands and fingers to perform job tasks; some reaching is required; many job functions require repetitive motion
• Vision abilities required to perform this job include close vision and peripheral vision
• Employees will rarely be asked to lift anything above 25lbs, but may occasionally be required to team-lift a patient
• Attendance will be required at staff meetings on a monthly basis outside of regular working hours (generally, early morning)
• Travel may occasionally be required to attend meetings or to cover for teammates at other locations (generally, at other PrimeCare clinic locations)
• Employees are strongly encouraged to attend non-mandatory company events for marketing and team-building
  • Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job
• This job has no supervisory responsibilities. Employees in this position will report to the department Manager. Supervision is minimal to moderate and employees are expected to help each other comply with policies and procedures.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position, but rather a way for the employee to take initiative as part of the PrimeCARE team. All PrimeCare employees are expected to help his/her co-workers in creating a balanced and servant-hearted working environment.