The primary purpose of this position is to safely and efficiently assist patients who are contacting the clinic for medical assistance or medication refill requests. This hybrid position will be staffed during clinic hours.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Respond to health related questions from patients via the telephone or walk-in
Recognize urgency and severity of patient concerns and prioritize as appropriate
Inform provider and/or clinical staff of urgent and emergent issues immediately
Document all communication in the patient electronic medical records
Adhere to the medication refill protocol and renew medications as appropriate
Elicit information and provide health education to patients according to established telephone protocols
Distribute incoming faxes to appropriate workstations
Transfer patients to patient care coordinators for assistance with appointments
Maintain knowledge of current trends and significant changes in healthcare procedures
Ensure clear and concise communication during all patient and staff contacts
Adhere to all clinic policies and procedures
Perform additional duties as assigned
SUPPLEMENTAL DUTIES AND RESPONSIBILITIES:
Remain punctual, reliable, and available for late coverage if applicable
Maintain a positive and respectful attitude while supporting the clinic vision
Maintain required certification and/or licensure applicable to degree
Maintain current BLS CPR certification
Calculate accurate dosages of medications when required
Maintain a neat and well groomed professional appearance
Work effectively under pressure in a fast pace environment
Maintain confidentiality of all information acquired through clinic employment
Establish and maintain positive working relationships with patients, interdisciplinary team members, and outside agencies
Abide by clinic protocols, ergonomic recommendations, and OSHA standards
Adhere to the clinic philosophy and provide comprehensive care according to a patient centered healthcare clinic
WORKING CONDITIONS:
Subject to interruptions, imposed deadlines and frequent problem-solving activities
Subject to hostile and emotionally upset patients, staff, and outside agencies
Standard office environment
PHYSICAL DEMANDS:
Abide by ergonomic recommendations of the position
Must possess sight/hearing senses or use prosthetic devices that will enable these senses to function adequately
Sit for several hours while talking on telephone
Subject to lifting and carrying supplies averaging 25 pounds
Repetitive motions involving use of phone and keyboard
EDUCATION:
- Graduation from an accredited school of nursing with current RN or LPN license in the state of Wisconsin
EXPERIENCE:
Minimum: 2 years in a healthcare setting
Desired: 5 years in a clinical setting
KNOWLEDGE:
-
Excellent verbal and written communication skills
-
Strong knowledge of medical terminology
-
Ability to work independently with minimal instruction using good judgment skills
-
Knowledge of clinic computer system
