License Practical Nurse- Call Center Job Title: License Practical Nurse (LPN) – Call Center Department: Clinical Services Reports To: Chief Medical Officer OVERVIEW: The LPN functions under the supervision of the clinical director and provides phone triage to determine the priority of care for established and new clinic patients. The LPN also manages messages of clinical matters such as external physician or specialist requests, medication refills, and referral inquiries to make sure information is given to the appropriate clinical parties. Individual must be able to manage demanding workload with accuracy. Position requires excellent customer service skills with patients, and their families, other staff, physicians, vendors, and the public. Duties, functions and responsibilities:

• Answer calls and respond to emails
• Handle customer inquiries both over the phone and by email
• Research required information using available resources
• Enter new patient information into electronic medical record (EMR) system
• Update existing patient information
• Identify and escalate priority issues
• Route calls to the appropriate resource
• Follow up customer calls where necessary
• Document all call information according to standard operating procedures
• Complete call logs
• Produce call reports

Knowledge, skills, and abilities:

• Must possess excellent verbal and written communication skills as well as excellent interpersonal skills with patients, staff, and other health care professionals.
• Ability to assess, plan, implement and evaluate nursing care according to individual needs
• Basic understanding of health clinic processes and operations is required. Understanding of FQHC processes and operations preferred
• Knowledge of applicable Federal, State and local laws and regulations, the Integrity/ Compliance Program, Code of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior;
• Working knowledge of various clinical systems

Minimum qualifications:

• Education:
• Completion of certificate from accredited LPN course with passing of the NCLEX-PN exam.
• Licensure/Certifications
• Licensure with the Michigan Board of Nursing
• Basic Life Support (BLS) certificate (or within 3 months of hire)
• Work Experience
• 2-3 years clinical experience
• Experience with an Federally Qualified Health Center (FQHC) or outpatient medical facility preferred

Physical Requirements:

• Moderate exposure to adverse working conditions in performing certain activities
• Must be able to hear and speak clearly in order to communicate information to patients, staff, and other community members or visitors
• Vision adequate to read documents, a computer screen, clinic related documents and forms
• Manual dexterity; the ability to lift up to 20 pounds independently; ability to sit, stand, walk, and bend frequently