Posted: Tuesday, February 6, 2018 2:27 AM
JOB DESCRIPTION OVERVIEW: TeamHealth Medical Call Center is seeking a skilled licensed practical nurse for the position of Outbound Patient Engagement. This individual conducts post discharge assessment calls for patients regarding their experience in the hospital and their post discharge care compliance. They assure that communication with each patient is handled in a professional and tactful manner, using good nursing judgment. This position reports to the Clinical Services Manager. ESSENTIAL DUTIES AND RESPONSIBILITIES: Uphold and support the mission, objectives and policies of the TeamHealth Medical Call Center.Serve as an extension of the physician, promoting a warm, positive impression of the hospital visit and ensuring that issues related to the hospital visit are resolved.Appropriately manage the discharge patient population, ensuring timely calls (calls to be made 48-72 hours post discharge).Create a record of all call attempts, activities and outcomes in call center software.Thorough documentation of call conversations, including pertinent points of concern and notation of education/intervention conducted to assist the patient.Appropriate discretion and documentation of escalations to hospital staff for issues unable to be resolved on the telephone call with the LPN (may include case management or clinical issues or complaints that could result in a liability).Thoroughly complete documentation utilizing the appropriate computer software in compliance with the approved policies and procedures.Actively participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and periodic performance/protocol evaluations and development.Maintain current nursing licensure by completing applications for renewal in a timely manner and by complying with all requirements for continuing education.Maintain current nursing skills and knowledge base by attendance at workshops and seminars, completion of mandatory continuing education, reading of professional journals, publications, and participation in professional organizations.Other duties as assigned QUALIFICATIONS / EXPERIENCE: Completed a LPN educational training program.Current LPN license in the State of TennesseePrefer minimum of three years recent clinical experience in a physician office, home health, critical care and/or emergency room.Case/Disease management, health coaching, or care coordination experience a plus.Participation in continuing education programs.Bilingual or multi-lingual a plus (additional compensation available).Familiarity/experience with patient interactions on the telephoneStrong communication and interpersonal skillsMust be able to pass a basic test on computer and clinical knowledge and typing skills KNOWLEDGE AND ABILITIES: Strong ability to communicate effectively both verbally and in writing; thoughts are logical and clearly expressed.Excellent organizational abilities and documentation skills.Must be capable of making independent nursing decisions.Must be able to work well under stress and relate to the general public, nurses and physicians in a tactful manner.An ability to establish and maintain effective working relationships with patients, physicians, coworkers, staff and medical service providers.Must have adequate typing skills and basic computer knowledge.
• Location: Knoxville
• Post ID: 35428282 knoxville