PRIMARY FUNCTION:

This position is responsible for providing telephonic, clinical assessment, triage, identification, and fulfillment of prescription requests and may include limited health education services for a variety of patients.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Primary responsibility will be to assist with prescription refill requests and processing
• Assesses callers needs and assists them with issues related to patient care utilizing the clinical triage process
• Ability to multi-task, simultaneously thinks, talks, and types
• Receives incoming telephone prescription requests with occasional e-mail and fax communication from patients.
• Adapts communication style to persons representing diverse personal, professional, cultural, and socio-economic backgrounds.
• Uses excellent hearing and listening skills to receive detailed information
• Utilizes the computer database to educate and document all information in an accurate manner
• Refers calls requiring a provider's response as medically necessary.
• Screens and responds to patient phone calls, directing to Clinicians as needed.
• If needed, schedules appointments based on necessity, by offering the earliest appointment available with each Clinician.
• Schedules visits as appropriate
• Maintains confidentiality of all patient information.
• Adheres to policies/safety practices established by CCHS
• Meets minimum established quality and productivity standards
• Performs assigned work safely, adhering to established departmental safety rules and practices. Reports to Supervisor/Director, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
• Performs other related duties as required.

SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

Daily telephone contact with patients, practice staff, providers, customer service staff as well as other departments and medical offices.

EDUCATION AND EXPERIENCE REQUIREMENTS:

High school graduate or equivalent.

Graduate of an accredited school of practical nursing required.

2 years' experience as an LPN required.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

• Knowledge of standard practices, rules, and regulations related to nursing.
• Knowledge of departmental specific standards, procedures, protocols, and policies.
• Knowledge of quality improvement strategies.
• Knowledge of and ability to review lab tests and interpret lab values.
• Ability to handle stressful situations.
• Ability to meet deadlines.
• Ability to distinguish acute medical emergencies and routine health problems
• Excellent oral/written communication skills
• Excellent interpersonal skills.
• Must demonstrate the ability to communicate effectively with all members of the healthcare team, patients, and community representatives.
• Ability to effectively present information and respond to questions
• Ability to deal with and solve problems using solid judgment skills
• Ability to act independently within established procedures displaying initiative and flexibility.
• Ability to exercise judgment, tact, and diplomacy
• Ability to use technical skills as outlined in procedures and protocols, demonstrating use of appropriate safety measures for patients, coworkers, self.
• Ability to use equipment according to procedures.
• Ability to respond to emergency situations according to policy, standard, or protocol.
• Ability to assess own knowledge and developmental needs.
• Ability to follow standard precautions and abide by Infection Control
• Ability to maintain patient confidentiality.
• Ability to apply core values to daily activities.

SPECIAL REQUIREMENTS:

MD state LPN license or compact/multi- state LPN licensure

BLS or CPR certification

Health care call center or clinical office phone triage experience preferred

Applicant must possess the ability to type while simultaneously talking on the phone with the patient

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.