Offer summary

Qualifications:

Licensed Practical Nurse (LPN) with active licensure in Pennsylvania and New Jersey., Graduate of an accredited nursing program., At least two years of healthcare experience, preferably in a clinical setting., Experience in customer service or contact centers is strongly preferred..

Key responsibilities:

Answer and prioritize clinical triage calls following established protocols.

Verify and update patient demographic information in electronic health records.

Provide clinical advice and escalate complex concerns to registered nurses or supervisors.

Respond to electronic patient messages, manage patient issues, and coordinate with clinical teams.

Job description

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Clinical Triage Specialist (CTS), LPN - Access Center will compassionately deliver an exceptional patient experience providing the first level of clinical triage resources to patients. The CTS-LPN is responsible for using medical training judgment in answering/returning patient calls related to direct care provided by the practices. This includes following a protocol established for the appropriate triage and escalation of medical questions/concerns.

JOB DUTIES AND RESPONSIBILITIES:

Answers telephones, prioritizes clinical triage calls, follows clinical protocols, and coordinates services, as needed.
Verifies patient demographic information and accurately enters the updated information into electronic health record.
Serves as first level of clinical triage for patient and staff issues, and provides clinical advice based on clinical protocols, procedures, and escalation paths.
Escalates patient concerns to CTS (RN) or Clinical Triage Supervisor to better assist patients with complex clinical concerns.
Manages and responds to electronic patient messages whenever not answering inbound patient calls, and uses clinical judgment to prioritize, escalate, and accommodate patients.
Creates a positive patient experience at every encounter, attempting to independently resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role.
Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center.
Partners with other Access Center teams/PODs and respective practice clinical team on behalf of the patient to assist with clinical concerns, medication refills, or scheduling appointments.
Other related duties as assigned.

PHYSICAL AND SENSORY REQUIREMENTS:

Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision.

EDUCATION:

Graduate of an accredited nursing program. Active LPN licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law.

TRAINING AND EXPERIENCE:

Two years of experience in a healthcare setting is required; customer service experience in a contact center is strongly preferred.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!