Registered Nurse – Patient Support, Call Center
Texas Health Action
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $32 - $35 per hour
Job Level
JuniorMid-Level
About the role
- Talk directly to patients on the telephone or patient portal messaging system and then direct them to home care advice, emergency rooms (ERs), or schedule patients to the clinic during office hours.
- Meet and exceed Call center Metrics and KPIs.
- For clinical concerns, determine urgency of seeing the patient based on brief assessment and on familiarity with a patient’s condition and history.
- Send patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches to ER immediately or arrange for ambulance.
- Ensure accurate notes of all consultations and treatments are recorded in the patients’ medical record.
- Arrange clinic appointments for patients who do not need to go to ER but need to see a clinician. Consults with clinicians as needed.
- Follow organization’s clinical SDOs, policies and procedures when interpreting lab results, sending medication refills or scheduling treatment.
- Follow Texas DSHS notifiable condition reporting requirements.
- Act, when designated, in an “Ask a Nurse” capacity, handling routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”
- Prioritize work tasks and services and completes tasks in a timely manner.
- Maintain accurate, clear, and concise progress notes, problem lists, and medication lists.
- Provide patient education regarding disease processes, therapies, and healthful behaviors.
- Communicate appropriately and tactfully with staff, consultants, patients, partners, and community.
- Reduce conflict and increase patient satisfaction whenever possible through timely response to calls.
- Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities.
- Participate in staff, planning, in-service, and other meetings as needed.
- Perform other duties as assigned.
- Perform nurse lead phone appointments as indicated in SOP/SDO for PEP, PrEP and Treatment of syphilis.
Requirements
- Active RN licensure that is valid in the state of Texas
- 2+ years patient care experience in an outpatient clinic setting
- Telephonic patient care experience
- Bilingual English/Spanish
- Experience in HIV testing, HIV services, STI testing, and treatment clinic
- 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (403b)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Holidays)
- Short Term & Long Term Disability
- Training & Development
- Family Leave (Maternity, Paternity)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
patient caretelephonic patient careHIV testingSTI testingclinical assessmentmedical record documentationpatient educationquality improvementambulance arrangementclinic appointment scheduling
Soft skills
communicationconflict resolutiontime managementinterpersonal skillstactfulnessprioritizationengagementteam collaborationcultural competencypatient satisfaction
Certifications
Active RN licensureBilingual English/Spanish