Description:
REPORTS TO: TRIAGE TEAM LEAD
RESPONSIBLE AND ACCOUNTABLE FOR:
- Triage patient calls to appropriate processes.
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Acting as a liaison between the providers and the patient.
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Assumes the role of patient advocate.
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Making every effort to remain a flexible, cooperative and supportive member of the RGI office staff.
TYPICAL PHYSICAL AND MENTAL DEMANDS:
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Full range of body motion.
- Manual and finger dexterity and eye-hand coordination
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Frequent mobility and/or sitting required for extended periods of time.
- Some bending, l ifting, and stooping required
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Normal color perception and corrected visual acuity • Involvement with management of information concerning physician, staff, hospital personnel, and patients.
- Occasional high stress work may require dealing with angry, demanding patients and/or personnel
TYPICAL WORKING CONDITIONS:
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Clean environment in a gastroenterology physicians’ office
DUTIES AND TASKS INCLUDE, BUT ARE NOT LIMITED TO: GENERAL
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Keeps all patient information, practice information, and staff information strictly confidential
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Performs routine work under general supervision
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Follow established procedure, referring all new or unusual questions/concerns to a manager
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Acts as a patient advocate, ensuring a setting that protects the rights of the patient and provides an atmosphere that does not compromise the patient’s physical or mental well-being, safety, or dignity
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Demonstrates knowledge of OSHA, Code Blue, and Fire Safety measures.
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Maintains knowledge of, and complies with, established policies and procedures.
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Attends all required meetings
SPECIFIC
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Deal compassionately, professionally, and courteously with patients, their families, physicians, and fellow RGI staff
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Handle incoming patient calls concerning medical concerns and symptoms for RGI providers.
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The provider (physician/nurse practitioner/physician assistant) is then notified of medical problem (s) either in writing or by phone depending on urgency of problem (s). A response is then called to the patient with the provider’s instructions.
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Identifies an emergency situation and is able to effectively triage problems.
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Call, e-mail, or fax prescription refills or renewals to pharmacies as per provider orders
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Directs the chart to the scheduling department for scheduling of outpatient procedures.
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Instruct patients on procedures, studies, and consults and send the appropriate instructions to patient
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Under supervision from providers, give results on pathologies, x-rays, and lab studies to patients either verbally, by mail, or LabCall system.
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Consistently shows ability to recognize and deal with priorities.
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Maintains detailed, thorough and accurate documentation of all phone conversations in patient’s record and have signed off by both physician and nurse practitioner, as applicable.
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Communicates relevant information to provider, Manager of Clinical Operations, fellow phone nurses, and all other RGI staff to maintain continuity of care.
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Demonstrates good judgement and reasoning when investigating and solving problems.
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Demonstrates ability to tactfully handle difficult situations.
Requirements:
PROFESSIONAL REQUIREMENTS AND EXPERIENCE:
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Registered Nurse and/or Licensed Practical Nurse in the state of Pennsylvania with a minimum of 5 years nursing experience.
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Possesses the ability to deal tactfully and effectively with patient and their families, other employees, and physicians
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Strong computer and interpersonal skills
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High level of telephone skills with good communication ability
