Description Reporting/Department Head: DON and Contact Center Manager *FLSA Status – Non-Exempt *EEO Category – Service Worker Our Mission: To improve lives by providing convenient, comprehensive, high-quality healthcare to every person in every community that we serve. Our Vision: CCHN will maintain its position as the leading community health center in the state and become a model for all other healthcare organizations to follow. MAJOR FUNCTION: Receive and assist incoming calls for callers needing further assistance, including patients, hospitals, pharmacies, etc. ESSENTIAL RESPONSIBILITES: • Perform with the best customer service, phone etiquette • Following company communication script • Updating demographics at every point of contact • Any patient calling the call center with an urgent medical issue will be transferred to one of the call centers nurses • If the patient’s question can be easily answered by the nurse, he/she will do so including requests for refills included in the refill standing orders and other clinical questions that he/she is comfortable answering. • Complete urgent referrals (ie: patient has a fracture and in doctor’s office at that time). • Check the nurse task box daily and complete/document tasks in a timely manner • Check the triage nurse messages daily and return/document patient call in a timely manner • If a call back from a medical provider is needed, the nurse should contact the appropriate health center and pass the patient’s name, DOB, telephone number, and clinical question to the site nurse to be given immediately to the provider on site. • Schedule the patient for a same day or next day visit if clinically appropriate and no emergency exists and follow-up appointments per protocol • Non-urgent requests may be tasked to the provider through EMR • Refer the patient to the ER for emergency services OTHER JOB DUTIES: • Identifies patients • Prepares patient record • Prepares patient for exam • Administers prescribed medications • Assists provider during exam • Takes and records accurate vital signs • Selects and completes all required forms for medical visits • Maintain and update emergency boxes and oxygen • Reviews discharge instructions with patients • Performs charge responsibilities as assigned • Completes logs and syringe counts • Completes medication logs and scanning • Oversees stocking of all medical supplies • Performs and documents call-back/triage responsibilities • Maintains immunization statistics • Renews prescriptions in accordance with approved refill guidelines • Monitors each chart in awaiting reply at nursing box and responds as necessary • Performs nursing box transcriptions of orders correctly for each chart as assigned • Completes patient orders in the electronic medical record • Ensures completion of all necessary templates in the electronic medical record • Other duties as assigned by department head or Reporting Manager (DON, ADON) CompleteCare offers full-time and part-time employees a variety of generous benefits, including but not limited to: • Comprehensive medical, dental, and vision insurance • Paid time off (vacation, sick leave, and holidays) • 401(k) retirement plan with employer matching • Incentive program • Life and disability insurance • Continuing education and professional development opportunities • Flexible Spending Accounts (FSA) • Tuition reimbursement • Reimbursement for licensure and certifications • Reimbursement for CPR • Discounted services • Employee recognition programs • Health Reimbursement Arrangement (HRA) via Ameriflex (covers most out-of-pocket expenses) • Pension plan • Cancer insurance policies • Employee-paid life insurance — 2x annual salary, up to $150K (CCHN-paid benefit) • AAA membership (discounted rates) • BJ’s Wholesale Club membership (discounted rates) • Direct deposit • Childcare reimbursement program • Intersite travel reimbursement The above job description is not to be construed as a complete listing of the assignments that may be given to any employee, nor are such assignments restricted to those precisely listed in the description. EOE Requirements QUALIFICATIONS: • Graduate of an accredited nursing program • 3+ years’ experience in nursing, Previous triage a plus • Certification/License: possess a current license for the state board of nursing The above job description is not to be construed as a complete listing of the assignments that may be given to any employee, nor are such assignments restricted to those precisely listed in the description.