Description REPORTS TO: TRIAGE TEAM LEAD RESPONSIBLE AND ACCOUNTABLE FOR: • Triage patient calls to appropriate processes. • Acting as a liaison between the providers and the patient. • Assumes the role of patient advocate. • Making every effort to remain a flexible, cooperative and supportive member of the RGI office staff. TYPICAL PHYSICAL AND MENTAL DEMANDS: • Full range of body motion. • Manual and finger dexterity and eye-hand coordination • Frequent mobility and/or sitting required for extended periods of time. • Some bending, l ifting, and stooping required • Normal color perception and corrected visual acuity • Involvement with management of information concerning physician, staff, hospital personnel, and patients. • Occasional high stress work may require dealing with angry, demanding patients and/or personnel TYPICAL WORKING CONDITIONS: • Clean environment in a gastroenterology physicians’ office DUTIES AND TASKS INCLUDE, BUT ARE NOT LIMITED TO: GENERAL • Keeps all patient information, practice information, and staff information strictly confidential • Performs routine work under general supervision • Follow established procedure, referring all new or unusual questions/concerns to a manager • Acts as a patient advocate, ensuring a setting that protects the rights of the patient and provides an atmosphere that does not compromise the patient’s physical or mental well-being, safety, or dignity • Demonstrates knowledge of OSHA, Code Blue, and Fire Safety measures. • Maintains knowledge of, and complies with, established policies and procedures. • Attends all required meetings SPECIFIC • Deal compassionately, professionally, and courteously with patients, their families, physicians, and fellow RGI staff • Handle incoming patient calls concerning medical concerns and symptoms for RGI providers. • The provider (physician/nurse practitioner/physician assistant) is then notified of medical problem (s) either in writing or by phone depending on urgency of problem (s). A response is then called to the patient with the provider’s instructions. • Identifies an emergency situation and is able to effectively triage problems. • Call, e-mail, or fax prescription refills or renewals to pharmacies as per provider orders • Directs the chart to the scheduling department for scheduling of outpatient procedures. • Instruct patients on procedures, studies, and consults and send the appropriate instructions to patient • Under supervision from providers, give results on pathologies, x-rays, and lab studies to patients either verbally, by mail, or LabCall system. • Consistently shows ability to recognize and deal with priorities. • Maintains detailed, thorough and accurate documentation of all phone conversations in patient’s record and have signed off by both physician and nurse practitioner, as applicable. • Communicates relevant information to provider, Manager of Clinical Operations, fellow phone nurses, and all other RGI staff to maintain continuity of care. • Demonstrates good judgement and reasoning when investigating and solving problems. • Demonstrates ability to tactfully handle difficult situations. Requirements PROFESSIONAL REQUIREMENTS AND EXPERIENCE: • Registered Nurse and/or Licensed Practical Nurse in the state of Pennsylvania with a minimum of 5 years nursing experience. • Possesses the ability to deal tactfully and effectively with patient and their families, other employees, and physicians • Strong computer and interpersonal skills • High level of telephone skills with good communication ability