RN - Patient Clinical Services

Position requires 6 months of in-office training prior to being remote. The office is located in Champaign, IL

The Patient Clinical Services team is a centralized nursing service where the Patient Clinical Services RN implements best practices in patient care and coordination for participating Primary Care locations by assisting in the patient triage and general advice processes through telephone and electronic communications, ensuring timely access and appropriate level of care and advice for all Carle Health Primary Care patients.

Certifications:

Licensed Registered Professional Nurse (RN) - Indiana (IN) within 1 year - Indiana Professional Licensing Agency (IPLA);
Licensed Registered Professional Nurse (RN) - Illinois Department of Financial and Professional Regulation (IDFPR),

Education:

College Diploma:
Nursing,

Work Experience:

Assists patients via phone and/or electronic platforms to determine care needs, referring to or scheduling appointments, and providing general health information and education using approved references and resources to individuals and groups. Evaluates, assesses, and documents patients' questions or concerns. Coordinates with Primary Care Center physicians and nursing staff in order to meet the needs of the patient. Ensures documentation of patient health status and care concerns are complete and accurate.

Supports maintenance and completeness of patient's electronic medical record, including medication reconciliation. Provides a great level of attention to detail and focus on the given task. Demonstrates customer service excellence in accordance to Carle policies. Serve as a role model for professional conduct and excellent patient care. Assists primary care offices with inbound telephone and electronic communications encounters regarding symptom management and general advice concerns.

Manages all incoming patient care requests related to in-basket activities, work que activity, and incoming telephone calls. Assesses and triages patient care concerns regarding urgent/emergent matters providing appropriate disposition advice based on acuity level per provider approved protocols. Directs patients to appropriate level of care need and/or resources based on reported symptoms or concerns including but not limited to: symptom-based concerns, medication questions/refills, referral needs, prior authorization requests, and visit follow-up questions.

Finds nurse led solutions to care and/or escalates patient care concerns when appropriate by expressing nursing judgement and clinical knowledge. Monitors encounter status and provides follow-up care and education to patient as outlined by the collaborating provider. Documents nursing observations, interventions, and evaluations of the care being provided. Reports medical information obtained from patients accurately, completely, and in a timely manner.

Ensures accuracy of the information available within EMR Advocates for the patient as required. Emphasizes attracting, mentoring, and retaining talent through excellent communication, training, and orientation to new nursing personnel after successful completion of six-month probationary period. Provides assistance to Medication Renewal Center and Patient Advisory Nurse (PAN) as needed. Cross trains to provide float support to all Patient Contact Center Clinical teams as call volumes, in-baskets, patient care, and other business needs dictate Support Patient Contact Center Virtual physician and nurse in-baskets

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