Licensed Practical Nurse-Phone Nurse

Description

Who We Are:

As the only independent and physician-led faculty practice plan of the University of Tennessee Health Science Center, University Clinical Health (UCH) offers best-in-class clinical care through a network of 175+ providers across 19 specialties to meet the healthcare needs of the Mid-South community. UCH is a not-for-profit, non-tax-supported group practice and is here to serve the community while providing medical excellence to our patients.

Position Summary:

This position serves as a LPN Telephone Triage Nurse in the department of Family Medicine. Monitors patient medication refil requests. Assisting and consulting with patients over the phone. Schedules and reschedules patients appointments. Assists with department procedural challenges and troubleshooting.

Key Results Areas (KRAs):

· Call Center resource

· Patient appointment scheduling

· Patient registration accuracy

· Patient messaging accuracy

· Customer service

· Schedule adherence/punctuality

· Patient confidentiality

· Service levels

· Other duties as assigned.

Core Competencies

· Preference of 1-2 years work experience in a customer service phone setting

· Knowledge of ACD or utilizing multi-line phone system.

· Primary care and acute care experience preferred

· Knowledge of IDX system preferred, but not required

· High level of skill in entering data into computer while talking with patients

· Committed to supporting UCH’s standard to medical excellence

Requirements

 Education & Experience:

· LPN Required

· Ability to develop and maintain effective working relationships with staff and patients Required

· Effective interpersonal and communication skills Required

· Excellent telephone etiquette Required

Physical Demands & Environmental Conditions:

· Medical practice: Ability to lift up to 25 pounds

· Work environment: office, medical practice, medical lab, mobile testing, outdoor elements including inclement weather, no adverse environmental conditions expected

· Activity: pushing, pulling, lifting, carrying, standing, sitting, kneeling, keyboard use, repetitive hand motion