Job Overview

JOB DESCRIPTION

Answer incoming calls in a timely manner. Using excellent customer service, telephone and communication skills including tone and accuracy. Triage calls with "First Call Resolution" in mind. Collect data from patients to provide the best course of action following protocols. Facilitate care between physicians, hospitals, pharmacies, other specialties of GH, and the patient. Must obtain and utilize a working knowledge of the DOD List, Epic, Cadence, Cisco Phone System,Doc Halo and Kronos. Messages must be complete and thorough including all medical advice rendered and routed to the appropriate pool. Reporting of critical labs to physicians, call for care instructions, referral process to ER or use of 911. Paging, calling or notifying physicians of hospital/ER call back requests. 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 whomever is calling after hours. Patient privacy, confidentiality and HIPPA are always upheld when entering a pt's chart, or providing information on a pt.

Job Requirements

Associate's Degree in Nursing

Registered Nurse

Typing

Electronic Medical Charting

Phone skills

Customer Service

2-3 years experience Professional Nursing

Job Responsibilities

Completes all points of required audit sheets on a consistent basis and maintains an average audit score of 90% or above.

Achieves the goal of Minimum utilization of Aux/Not Ready mode during working hours. Goal < 20% of total time staffed.

Answers incoming calls working towards "First Call Resolution" with each call. Documents complete and thorough messages with patient information and concerns. Adheres to telephone guidelines such as privacy and PHI Review, and follows Scheduling and Messaging Protocols.

Appropriately triages patient calls and accurately documents all medical advice rendered, and actions taken on behalf of a patient , in the patients electronic medical record. Notifies physicians with emergency complaints and demonstrates competency in clinical care protocols including 911.

Proactively handles patient complaints and refers to management as needed. Utilizes downtime by assisting in projects or tasks for both the department and organization, including training of new staff as needed.

Other Job-Related Information

Working Conditions:

Concentrating - Consistently

Continous Learning - Consistently

Hearing: Conversation - Consistently

Interpersonal Communication - Consistently

Kneeling - Rarely

Lifting <10 Lbs - Frequently

Lifting 50+ Lbs - Rarely

Lifting 11-50 Lbs - Rarely

Pulling - Rarely

Pushing - Rarely

Reaching - Occasionally

Reading - Consistently

Sitting - Consistently

Standing - Rarely

Stooping - Rarely

Thinking/Reasoning - Consistently

Use of Hands - Consistently

Color Vision - 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

TriHealth

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