LPN-Call Center

3 weeks ago

Richmond, United States Reid Hospital & Health Care Services Full time

Find your WHY at Reid Health:

The Phone Triage Registered Nurse position is the first of contact with our customers calling asking for clinical assessment and / or advice. This position is designed to assist the provider(s) by utilizing their critical thinking for brief assessments to achieve quality outcomes for the customer. Under the general supervision of Central Scheduling management, this position will be responsible for patient triaging, nursing assessments, collaboration with providers as well as other departments, and provision of quality patient care in compliance with local, state, and federal regulations and accreditation standards.

Let's Shine. Together.:

Our values of Excellence, Empathy, Integrity and Accountability are essential to exceed our customers expectations. At Reid, we look for individuals who believe in our core values and demonstrate a genuine desire to make a positive impact to those we serve. We take pride in employing people who show up every day with a commitment to these values along with our mission and vision. We are one team working toward a common goal of providing outstanding customer care and service to our communities. If you have a calling to serve and are looking for meaningful and purposeful work, Reid Health is the place for you.

To lead our communities to well-being, one person at a time. It is not just what we do it is who we are.

Overview of Responsibilities:
  • Provides professional nursing triage services and health advice to patients over the phone.
  • Performs a detailed evaluation of patient symptoms, relaying information to provider and their team when appropriate, providing appropriate medical advice on treating symptoms and / or recommendations for escalating treatment.
  • Follows established procedures and protocols, and documents calls as required.
  • Determines urgency of seeing the patient based on brief assessment and on familiarity with a patient's condition and history, utilizing the patient's chart to determine these conditions.
  • Uses computerized clinical decision making including algorithms that closely imitate physician logic and thought patterns as a guide.
  • Ensures accuracy of all documentation
  • Facilitates referrals to other physicians by phoning their offices, making an appointment for the patient, and forwarding requested test results, etc. Records and tracks all referrals.
  • Contacts Hospital and outside sources regarding lab results, x-ray results and ER reports.
  • Phones pharmacies to authorize prescriptions
  • Contacts nursing homes regarding patient orders.
  • Contacts patients to relay test result information; and returns patients phone calls with the physician's recommendations for their care.
  • Pre-certifies hospital admissions and referrals by contacting the appropriate insurance professionals and providing them with the requested information. Records precertification number in chart. Records and tracks all referrals.
  • Performs front office duties and other duties as required.
  • Performs all duties respectful of confidentiality and safety of all patients, employees, and physicians.
  • Arranges appointments for patients who do not need to go to ER but need to see a physician. Consults with physician as needed.
  • Prioritizes work tasks and services and completes tasks in a timely manner.
  • Performs other duties as assigned.


Education/Experience:

Education Required: BSN, will consider someone who is an LPN with an appropriate amount of experience and the approval of providers.

Education Preferred: BSN

Experience Required:Minimum of five years obstetrics experience.

Experience Preferred:Experience in obstetrics and gynecology, experience with the phone triage process

Licensure:Licensure in the State of Indiana as a minimum LPN

Certifications:BLS

Other:See below

  1. Has a proficient understanding of workflows, policies, and procedures of the enterprise.
  2. Demonstrates professionalism, critical thinking, and trouble-shooting capabilities.
  3. Has excellent written and verbal communication skills.
  4. Has a passion for educating and helping others.
  5. Has great listening skills and can restate what is heard.
  6. Encourages collaboration and is seen as a team player.
  7. Is quick to learn new information and is able to adapt training from received knowledge.
  8. Is familiar with hospital patient experience requirements and is 100% focused on the customer in all decisions and interactions.
  9. Must be able to work effectively in a team environment and meet project timelines with specific deliverables.
  10. Has experience in coaching, training, and applying industry best practices.
  11. Treats all team members with respect and dignity.
  12. Must possess the maturity and integrity to make rational and independent judgments in matters related to both internal and external operations.
  13. Demonstrates the ability to take responsibility and ownership for the outcome of actions and decisions with particular emphasis on patient satisfaction and fiscal performance.
  14. Expected to maintain and increase knowledge through both formal and informal educational opportunities resulting in a positive influence on the quality of knowledge that will promote a learning environment of all staff.
  15. Handles a large volume of changes and adjustments for the health care environment.
  16. Is conscientious, accurate, and capable of reacting logically to unusual or stressful situations and exercises good judgment skills.
  17. Proficient with MS Office, Outlook, Word, Excel, and PowerPoint.


Schedule Details:
Day Shift. 40 hours weekly. Monday - Friday 8:00am-4:30pm, remote eligible after training

What We Offer:

Unexpected Perks - Daycare, Doordash, SmartDollar, Daily Pay, therapy dogs, massages, Forbes rated Best Places to Work 2022

Stay Connected:

Not quite what you are looking for? Submit your information here for general consideration. One of our employment specialists will be in touch with next steps.

Other Information:

EEO Statement: Reid Health is an Equal Opportunity Employer

No Search Firms:

Reid Health does not accept unsolicited assistance from search firms for employment opportunities. Please do not call or email. All resumes submitted by search firms to any employee or other representative at Reid Health via email, the internet or in any form and/or method without a vaild written search agreement in place and approved by HR will result in no fee being paid in the event the candidate is hired by Reid Health.

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