Answering Service Registered Nurse

Job Overview

JOB DESCRIPTION

Answer incoming calls in a timely manner. Triage calls using Nurse Triage and excellent customer service, telephone, and communication skills, including tone and accuracy. Manage calls with "First Call Resolution" in mind. Collect and document data from patients to provide the best course of action following protocols. Facilitate care between physicians, hospitals, pharmacies, other specialties of TH, and the patient. Must obtain and utilize a working knowledge of the QGenda, Epic, Cadence, Cisco Phone System, Voalte and Kronos. Messages must be complete and thorough including all nursing/medical advice rendered and routed to the appropriate pool. Reporting of critical/vital value labs to physicians, call for care instructions, and referral process to ER or use of 911. Voalte/call physicians for hospital/ER call back requests in a timely manner. Has the ability to call in Rx's to a pharmacy, and place in pt. chart for signature from physician after obtaining a telephone order from the physician. Relay messages to patients from the office and provide a positive experience to whoever is calling after hours. Patient privacy, confidentiality and HIPPA are always upheld when entering a pt.'s chart or providing information on a pt. Satisfactorily meet dept. goals and expectations of performance.

Job Requirements

Associate's Degree in Nursing (Required)

2 - 3 Years Experience Professional Nursing (Required)

Typing

Microsoft Office

Electonic Medical Charting

Phone Skills

Customer Service

Registered Nurse - COMPACT (Multi-State) RN- Registered Nurse- State Compact Licensure

Job Responsibilities

Proactively handles patient complaints and refers to management as needed. Utilizes of downtime by assisting with in-basket messages, projects or tasks for the department or organization. Voluntarily takes on ambassador role and helps with orientation training of new hires. Satisfactorily met dept. goals and expectations of performance.

Completes all points of required audit sheet on a consistent basis and maintains an average audit score of 95% or above.

Achieves the goal of minimum utilization of AUX/NOT READY mode during working hours. Goal less than 10% Total timed staffed.

Answers incoming calls working towards "First Call Resolution" with each call. Adheres to handle time goal average of 6 Mins 30 Sec’s, telephone guidelines such as privacy and phi review checking name, DOB, phone number and address and follows Scheduling and Messaging Protocols.

Appropriately triage patient calls utilizing Nurse Triage, accurately documents all nursing/medical advice rendered, accurately documents patient concerns and actions taken on behalf of a patient in the patient's medical record. Notifies physicians with emergency complaints, referral to ER and demonstrates competency in clinical care protocols including when to contact 911.

Working Conditions

Bending - Rarely

Concentrating - Consistently

Continuous Learning - Consistently

Hearing: Conversation - Consistently

Interpersonal Communication - Consistently

Kneeling - Rarely

Lifting Pulling - Rarely

Pushing - Rarely

Reaching - Occasionally

Reading - Consistently

Sitting - Consistently

Standing - Rarely

Stooping - Rarely

Talking - Consistently

Thinking/Reasoning - Consistently

Use of Hands - Consistently

Color Vision - Rarely

Visual Acuity: Far - Consistently

Visual Acuity: Near - Consistently

Walking - Rarely

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, We Believe There Is No Responsibility More Important Than To SERVE Our Patients, Our Communities, And Our Fellow Team Members. To Achieve Our Vision And Mission, ALL TriHealth Team Members Are Expected To Demonstrate And Live The Following

Serve: ALWAYS...

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas
  
  

Excel: ALWAYS...

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Offer patients and guests priority when waiting (lines, elevators)
• Work on improving quality, safety, and service
  
  

Respect: ALWAYS...

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.
  
  

Value: ALWAYS...

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
  
  

Engage: ALWAYS...

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community