Job description
At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.
This position supports a multidisciplinary clinical team by delivering high-quality, patient-centered care through remote modalities. This role emphasizes clinical triage, ongoing patient follow-up, medication education, and adherence support across diverse patient populations. Also conducts lifestyle and behavioral assessments to promote safe, effective care, optimize outcomes, and ensure alignment with established clinical protocols and care plans.
Responsibilities
- Conduct telephonic and video-based patient triage to assess symptoms, medication tolerance, and clinical concerns.
Perform structured side-effect assessments and escalate findings to appropriate clinical staff as needed.
Complete nurse visits focused on medication administration education (including injectables) and lifestyle/behavioral assessments.
Provide comprehensive patient education on medications, side-effect mitigation strategies, lifestyle interventions, and program requirements.
Support pre-initiation workflows, including baseline assessments, laboratory coordination, and pharmacy/provider collaboration.
Participate in ongoing patient monitoring, including safety labs, refill timing, and insurance or authorization requirements.
Respond to patient communications via phone, secure messaging, and other approved channels within established service-level timeframes.
Coordinate care and communicate patient updates with clinical, administrative, pharmacies, payers, and external providers.
Document all clinical encounters, assessments, and communications accurately and timely within the EMR, ensuring compliance with protocols.
Participate in team meetings, case discussions, quality improvement initiatives, and virtual visits while maintaining a secure, private workstation environment.
Requirements
- Required: Current and active LPN license
Experience/Skills Required: Minimum 2 years of clinical experience (ambulatory, primary care, specialty, or telehealth preferred)
Strong communication and patient education skills
Ability to work independently in a remote environment
Proficiency with telehealth technologies and remote patient communication
Preferred: Experience supporting patients with chronic disease management
Clinical patient triage and symptom assessment evaluation
Familiarity with electronic medical record systems, preferably Epic
About UMass Memorial Health Care
We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.
