Virginia Garcia Memorial Health Center

Call Center Representative

• Provide triage assessment over the phone utilizing the nursing process, making both independent and collaborative decisions to advise patients.
• Utilize telephone interpretation services to meet the needs of patients where appropriate.
• Provide high-quality customer service and a clinically appropriate and timely experience for patients calling the VGMHC Call Center.
• Coordinate care services for follow-up with the Emergency Department (ED) and internal and external departments/clinics based on patient needs.
• Perform patient education, including explaining to the patient the triage disposition, treatment plan (including use of medications and their effects and side effects if appropriate), infection control (if indicated), and preventative techniques to lower the risk of future disease or accident.
• Offer patients guidance on self-care, medication management, and preventative measures based on clinical protocols.
• Identify care gaps and problem-solve with patients to schedule appropriate appointments with their care team.
• Update on-call providers as needed on the changing needs of complex, high-risk patients.
• Document all interactions with patients and others involved in the care of the patient, accurately, timely, and efficiently in the Electronic Health Record (EHR).
• Communicate problems or concerns immediately to the supervisor to prevent delayed or inappropriate care decisions.
• Maintain up-to-date knowledge and skills in professional, clinical, and system VGMHC areas.
• Perform other duties as assigned.
• Handle protected health information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

Registered Nurse – Call Center Advice