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Edward M. Kennedy Community Health Center, Inc. Registered Nurse Call Center in Worcester, Massachusetts

Job Summary:

RN Call Center is primarily responsible for managing urgent and emergent patient calls including calls regarding prescriptions, medical forms and follow up care. Includes establishing personal rapport with potential and actual patients at the health center. RN Call Center staff will triage calls according to guidelines and in a manner that promotes and assists with restoration of patients? health, coordination of care, and follow-up as needed.

Essential Functions:

  • Accept live calls from patients and caregivers specific to the assigned location and/or organizational overflow calls, triage call by using critical thinking and listening skills in conjunction with internal and external resources to initiate appropriate interventions.

  • Assist with the management of provider to provider calls, visiting nurse to primary care calls and pharmacy to primary care calls.

  • Maintain patient confidentiality in all aspects of care including electronic information.

  • Treat all calls in a welcoming and professional manner

  • Reviews and prioritizes tasks and triages calls from patients requesting urgent care appointments when the call center schedulers are unable to and provide an appointment using organizationally approved protocols, policies and procedures.

  • Communicates with the care team effectively. Consults with appropriate care team members as needed. Refers tasks to clinical teams as necessary.

  • Document patient care in the EHR. Maintains and updates EPM as needed.

  • Contribute to the team effort by supporting all team members and maintaining an open and positive communication line.

  • Participate in practice- and organization-wide training and quality improvement initiatives

Education and Experience:

  • Massachusetts nursing license

  • RN with a Massachusetts License.

  • Experience in community health and primary care setting helpful.

  • CPR certified