Enterprise Scheduling​/Triage RN day shift

1

Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, My Jefferson Health  patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.

Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, My Jefferson Health  patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.

Work with team members within Central Scheduling, including but not limited to: nurses, central scheduling representatives, providers, clients and outside peers.

Ability to understand clinical issues and apply appropriate decision making skills, and knowledge, by analyzing or triaging situations fully and accurately to reach productive decisions , utilization of clinical protocol, to ensure consistency and safe practice.

Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations. Assist in the formulation of targets for representatives.

Assess Jefferson and Non
- Jefferson clients, who have submitted electronic communication, via Jefferson Health / My Chart regarding current concerns and symptoms, and determining urgent and non-emergent situations, and forwarding to the appropriate provider, to properly assist the patient.

First line of patient complaint escalation. Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.

Assist in hiring and training nurses, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.

Monitor queue and track inbound and outbound calls. Apprise Nurses of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.

• Accuracy and Attention to Detail - I0960

  Understanding of the necessity and value of accuracy and attention to detail, ability to process information with high levels of accuracy.

• Analytical Thinking - I1020

  Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

• Calendaring - TAD
  460

  Knowledge of and ability to use office electronic calendaring software and capabilities.

• Customer Interaction - TCS
  060

  Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

• Customer Service Management - M0200

  Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.

• Decision Making and Critical Thinking - I0700

  Understanding of the issues related to the decision-making process, ability to analyze situations fully and accurately, and reach productive decisions.

• Effective Communications - I0480

  Understanding of effective communication concepts, tools and techniques, ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Information Capture - B1080

  Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.

• Leadership - M0050

  Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate…