Clinical Triage Specialist, RN or LPN; Rheumatology, Infectious Disease, Pulmonary - Remote Position (Local to NJ/PA)

The Clinical Triage Specialist (CTS), LPN - Access Center will compassionately deliver an exceptional patient experience providing the first level of clinical triage resources to patients. The CTS-LPN is responsible for using medical training judgment in answering/returning patient calls related to direct care provided by the practices. This includes following a protocol established for the appropriate triage and escalation of medical questions/concerns.

Answers telephones, prioritizes clinical triage calls, follows clinical protocols, and coordinates services, as needed. Verifies patient demographic information and accurately enters the updated information into electronic health record. Serves as first level of clinical triage for patient and staff issues, and provides clinical advice based on clinical protocols, procedures, and escalation paths. Escalates patient concerns to CTS (RN) or Clinical Triage Supervisor to better assist patients with complex clinical concerns. Manages and responds to electronic patient messages whenever not answering inbound patient calls, and uses clinical judgment to prioritize, escalate, and accommodate patients. Creates a positive patient experience at every encounter, attempting to independently resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role. Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center. Partners with other Access Center teams/PODs and respective practice clinical team on behalf of the patient to assist with clinical concerns, medication refills, or scheduling appointments. Other related duties as assigned.