The Phone Nurse is responsible for triaging incoming calls to the nursing department and relaying advice or instructions from physicians to patients. They also maintain patient records in the Electronic Health Record system and may perform floor nurse duties as needed.
Requirements summary
Candidates must be a graduate of an accredited School of Nursing or Practical Nurse Program and hold an Indiana State RN or LPN license. Two years of professional nursing experience in family practice, pediatrics, or OB-GYN is preferred.
professional certificateDependabilityAdaptabilityPlanningInterpersonal skillsTriageWritten communicationPatient careProblem solvingQuality controlOral communicationNursing processHIPAA complianceMedication administrationMedical equipment operationPatient counselingElectronic health record
Job description
Phone nurse – registered nurse or licensed practical nurse
At Neighborhood Health, we’re passionate about our mission to provide a kind and caring premiere workforce. Our team-based approach to comprehensive patient care creates a challenging and rewarding work environment where you have a direct role in helping members of our community receive quality medical services they can afford. And that’s something you can feel good about.
As a member of our growing team, you will feel at home in a fun and diverse community of healthcare professionals. Our goal is simple: improving access to healthcare in our community and surrounding areas. Together, we are all committed to building healthier communities by delivering comprehensive, quality health care with compassion and respect.
As Phone Nurse, you will be responsible for triaging all incoming phone calls to the nursing department. Maintain patient confidentiality and ensures compliance with HIPAA policies and procedures.
Supervisory responsibilities
None
Essential duties & responsibilities
Works in conjunction with other staff to promote a “team effort”.
Take complete messages and relay them to physician and/or other staff accordingly.
Return patient phone calls in a timely fashion, relaying advice and instructions from the physician.
Assist Clinical Manager in developing telephone policies and standing orders established at NH. Work in conjunction with Clinical leadership team to promote the medication refill policy and aid in improving patient continuity and compliance with their care plans.
Monitors and responds to triage calls on the nurse phone line.
Process patient’s request accordingly.
Consult with providers or other staff as appropriate.
If a patient request requires medical assistance, create telephone encounter for provider in Electronic Health Record (EHR) requesting guidance from provider.
If call warrants a triage, the caller’s stated symptoms will be assessed to determine the appropriate level of care required to safely meet the patient’s medical needs.
When appropriate, provide home care instructions using the approved, written guidelines as well as approved reference material provided.
Document in Electronic Health Record (EHR) any action taken.
Refer patients to appropriate medical facility or provider for care, utilizing approved guidelines as indicated by individual client profiles.
Thoroughly complete documentation utilizing the appropriate computer software in compliance with the approved policies and procedures.
Responsible for daily maintenance of the refill line.
Create a telephone encounter for the provider or on call provider in the Electronic Health Record (EHR).
May perform duties of a floor nurse as needed:
Maintains and reviews patient electronic medical record. Charts pertinent health information, including significant changes. Reports test and examination results. Ensures provider notes and signatures are documented for all orders, consultations, and exams.
Administers prescribed medications and treatments per provider orders in accordance with nursing standards and Clinic protocols. Reports to provider, patient’s condition and reaction to drugs and treatments.
Provides ongoing teaching/counseling, including but not limited to: health status, immunizations, preventative health and health dangers, screenings, laboratory tests, personal hygiene, diet, birth control, physical exams, available community resources, prenatal, and post-partum care.
Consults with other Clinic disciplines to assure that patient’s health, nutritional, and environmental/social needs are addressed. Refers, as appropriate, to other health care providers, Clinic disciplines, and community resources.
Ensures exam rooms are clean and well-stocked with necessary supplies and materials. Orders supplies as needed.
Collects and prepares the biohazard material for removal. Sterilizes instruments as assigned.
Performs daily controls on equipment and maintains records/logs in accordance with regulations and protocol.
Attends and participates in meetings and in-services as required.
Participates in professional development activities.
Serves on committees as requested.
Performs duties in accordance with NH Standards of Conduct and Mission Statement.
Performs related work as required and other duties (similar physical requirements and OSHA risk level) as assigned.
Required skills / Abilities
Clinical-demonstrates a working knowledge and skill in the nursing process (assessment, planning, implementation, and evaluation); maintains knowledge of, and acts in accordance with, current NH policies and procedures.
Problem solving—identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
Interpersonal skills—maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things; maintains friendly and supportive relationships with coworkers; talks through problems to keep channels of communication open and maintain a high level of trust; realizes the importance of, and practices, good customer service; and able to communicate effectively and build collaborative, supportive relationships with people of varying cultures, socio-economic backgrounds, languages, and educational levels.
Oral communication—speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills.
Written communication—edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
Planning/organizing—prioritizes and plans work activities, uses time efficiently.
Quality control—understands the importance of compliance standards and pays close attention to accuracy and detail when performing duties; demonstrates a working knowledge of how grant impact the day-to-day operations of NH’s medical/nursing Department.
Adaptability—adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.
Dependability—consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
Safety and security—actively promotes and personally observes safety and security procedures and uses equipment and materials properly.
Information Technology/Medical Equipment – proficient in the use of computer and other medical equipment/instruments to administer patient care and accurately retrieve/record patient data.
Required qualifications: Education / Training
Graduate of an accredited School of Nursing or accredited Practical Nurse Program.
Experience
Prefer two years of professional nursing experience in family practice, pediatrics, and/or ob-gyn. Prefer experience with electronic medical records.
Licensure/Certification
Indiana State Registered Nurse license or Indiana State Licensed Practical Nurse license. CPR certified. TB Certified.
Physical Requirements
Prolonged sitting, infrequent to occasional walking or standing.
Requires ability to lift and carry items weighing up to 10 pounds.
Requires eye-hand coordination and manual dexterity sufficient to operate office and related electronic equipment.
Requires corrected vision and hearing to normal range to record, prepare, and communicate appropriate reports.
Requires ability to work under stressful conditions.
Work Environment
Normal medical office environment.
Work may involve irregular hours, including evenings or weekends.
Involves frequent contact with other staff, physicians’ offices, patients, and the public.
Contact may involve dealing with sick, angry, or upset people.
Frequent exposure to communicable diseases, toxic substances, medicinal preparations, and other conditions common to a clinic environment.
OSHA Category II – Tasks do not routinely involve contact with blood or body substances but contact may occur on an unplanned basis.
Neighborhood Health is an Equal Opportunity Employer. Neighborhood Health does not exclude people or treat them differently for any aspect of the organization because of race, color, national origin, age, disability (physical or mental), or sex (including sexual orientation).
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting Human Resources
