REMOTE-Communications & PRIME Callback Queue; CBQ) Provider

Position: REMOTE-Communications & PRIME Callback Queue (CBQ) Provider
Description

The Callback Queue (CBQ) Provider supports timely clinical follow-up and reduces administrative work for treating providers. Communications CBQ focuses on patient callbacks and clinical questions routed by Communications, while PRIME CBQ addresses provider-level worklists, medication and prescription requests, administrative documentation, and timely clinical results follow-up for PRIME patients. Providers work within their assigned queue, scope of practice, and established escalation workflows.

Requirements

Essential

Job Responsibilities Communications CBQ — Patient Callbacks and Clinical Support

• Review clinical messages routed by Communications Advocates through the phone system.
• Return patient calls regarding clinical questions, treatment concerns, and follow-up needs.
• Review charts, apply clinical judgment, contact pharmacies as needed, and give clear follow-up instructions.

Communications CBQ — Prescription and Documentation

• Review medication requests, resolve appropriate prescription corrections and clarifications, and identify issues requiring the original treating provider.
• Escalate Workers' Compensation prescriptions requiring authorization or administrative support to regional leadership.
• Document callbacks, recommendations, and unsuccessful contact attempts in Touchworks.
• Coordinate work notes and lab reports through the NLUC Provider Group Chat in Ring Central; notify Communications when assistance with scheduling or placing a patient in line is needed.
• Use established communication channels rather than the unmonitored Communications Team Touchworks inbox.

PRIME CBQ — Provider Worklists and Clinical Requests

• Monitor and manage assigned PRIME provider worklists and provider-level requests that do not require a new patient visit.
• Address medication refill requests, prescription clarifications, pharmacy transmission failures, and appropriate prescription corrections.
• Review and complete clinically appropriate administrative forms, paperwork, and other requests requiring provider completion or signature.
• Review time-sensitive and critical laboratory or imaging results, communicate necessary actions, and arrange appropriate escalation or follow-up.
• For noncritical imaging results with an upcoming follow-up visit, route a courtesy reminder to the treating provider when clinically appropriate to preserve continuity of care.

PRIME CBQ — Documentation, CSAs, and Visit Boundaries

• Document clinical decisions, patient communications, medication actions, and handoffs in the designated patient record.
• Support workflow questions related to controlled substance agreements (CSAs), while ensuring the treating provider signs the CSA for their own patient.
• Route clinical matters requiring evaluation, a scheduled visit, or ongoing management back to the treating provider or appropriate PRIME team; do not substitute CBQ work for a required visit.
• Follow PRIME prescribing protocols and organizational medication guardrails, including applicable ADHD and testosterone guidance.

Queue Management and Collaboration

• Prioritize urgent or time-sensitive requests and work through assigned tasks during each scheduled shift.
• Coordinate with PRIME providers, virtual assistants, care navigators, Communications Advocates and Leads, and operational or clinical leadership as applicable.
• Clearly hand off unresolved matters and escalated out-of-scope, patient-safety, or workflow concerns promptly.
• When Communications CBQ tasks are caught up, assist with the general callback queue as assigned; estimated Communications volume is approximately 8-12 issues per hour, depending on complexity.

Position Expectations

• Remain actively engaged throughout scheduled shifts and provide timely, complete responses.
• Use sound clinical judgment,…