Location:

Pay Range:

Job Description Summary: 

Answers incoming phone calls regarding patients.  Consults with Head Nurse and/or physician to present patient’s problem and resolve the problem or direct calls to appropriate person.

Primary Key Performance Areas:

• Answers phone calls from patients and home health agencies, using nursing assessment skills to determine the nature of each call, its urgency, how to resolve the question/problem an to whom to direct the call.

• Keep daily log of incoming calls and chart decision made regarding the calls.

• Pull patient’s chart to accompany message for nurses and doctor.

• Be able to discuss with physician and/or nurse practitioner the steps necessary to insure proper patient care.

• Be able to discuss with the physician any abnormal labs or tests presented to them by other staff members so that appropriate action regarding further orders can be carried out and charted, if necessary.

• Responsible for hospice and home health agency questions regarding patients and documenting the physician’s decision regarding the request.

• Contact emergency room when a patient is directed there, give explanation, diagnosis, and a phone number where physician can be contacted.

• Handle prescription refill requests according to Company procedure.

• Will be expected to work at any Company location to help meet Company’s business needs.  Will also be expected to work overtime when given sufficient notice.

• This job description in no way states or implies that the listed duties are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instruction and to perform other job-related duties requested by their supervisor or other management personnel.  Other duties may be assigned to meet business needs.     Performs other duties and projects as assigned.

Job Qualifications and Requirements:

Education:

• Nursing Degree

Certifications/Licenses:

• RN License in state of employment

• Current CPR and BLS certifications

• Valid Driver’s License and vehicle for travel to other clinic locations as needed

Previous Experience (including minimum years of experience):

• Experience with hematology/oncology patients in a clinic or hospital setting

Core Capabilities:

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.

• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.

• Communication Skills: Good command of the English language. Second language is an asset but not required. Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.

• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.

• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required. 

• Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

• Computer Skills:

  • Proficiency in MS Office Word, Excel, Power Point, and Outlook required.

  • EMR

Travel :  <25%  

Standard Core Workdays/Hours : Monday to Friday 8:00 AM – 5:00 PM.  Occasional overtime may be required, and weekend shifts based on location hours and operational needs.

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