St. Luke's University Health Network

Role Description The Supervisor, Clinical Triage (RN) is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) and Patient Engagement Partners (PEPs) to deliver an exceptional patient experience in an afterhours setting. The Supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance. This role will also perform mentoring and leadership support to the team such as providing performance feedback, resolving queries, and day-to-day training. - Oversees a team of Patient Engagement Partners (PEPs) and Clinical Triage Specialists-RN which serves as a resource and Subject Matter Expert (SME) for other team members and internal customers. - Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues. - Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages. - Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels. - Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center. - Collaborates with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels. - Ensures PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently. - Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity. - Analyzes current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center. - Collaborates with practices and PODs to maintain connection while serving as a point of contact for specialty team matters. - Other related duties as assigned. Qualifications - Graduate of an accredited nursing program. - Active Pennsylvania Nursing License. - Active New Jersey Nursing License or ability to obtain within 90 days. - Bachelor’s degree in Nursing (preferred). Requirements - Minimum 3+ years recent clinical experience in a physician office, home health, critical care and/or emergency room required. - Electronic Medical Record system experience required. - Epic experience preferred. - Previous contact center experience preferred. - Previous management experience preferred. - Strong business acumen. - Skilled in all forms of communication. - Effectively able to develop self and others. - Leadership presence/EQ, presents as a composed and competent leader. - Quality focused. - Exudes patient and customer service focus. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Benefits - Please complete your application using your full legal name and current home address. - Be sure to include employment history for the past seven (7) years, including your present employer. - You are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. - It is highly recommended that you create a profile at the conclusion of submitting your first application.

Role Description The Clinical Triage Specialist (CTS) - Access Center will compassionately deliver an exceptional patient experience and provide clinical support to team members by serving as a clinical resource. The CTS is responsible for using nursing judgment in answering/returning patient calls related to direct care provided by the practices. When appropriate, the caller’s symptoms will be assessed and triaged using approved nursing protocols and guidelines to assist in obtaining the appropriate level of care and/or self-care advice. - 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 an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Manages and responds to escalated electronic patient messages whenever not answering inbound patient calls and uses clinical judgment to prioritize 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. - Utilizes all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule appointments, or refer calls when necessary to the appropriate medical facility or personnel. - Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response. - 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 duties as assigned. Qualifications - CTS RN - Graduate of an accredited nursing program. Active Registered Nurse licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law. - CTS LPN - Graduate of an accredited nursing program. Active LPN licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law. Requirements - Minimum 2 years recent clinical experience in a physician office, home health, critical care and/or emergency room is required. - Strong communication skills. - Focused on compliance. - Demonstrates continuous growth. - Quality-driven. - Service-oriented. - Excels at time management. - Strong problem-solving skills. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Company Description St. Luke's University Health Network is an Equal Opportunity Employer.

Role Description The Clinical Triage Specialist (CTS) - Access Center will compassionately deliver an exceptional patient experience and provide clinical support to team members by serving as a clinical resource. The CTS is responsible for using nursing judgment in answering/returning patient calls related to direct care provided by the practices. When appropriate, the caller’s symptoms will be assessed and triaged using approved nursing protocols and guidelines to assist in obtaining the appropriate level of care and/or self-care advice. - 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 an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Manages and responds to escalated electronic patient messages whenever not answering inbound patient calls and uses clinical judgment to prioritize 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. - Utilizes all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule appointments, or refer calls when necessary to the appropriate medical facility or personnel. - Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response. - 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 duties as assigned. Qualifications - CTS RN - Graduate of an accredited nursing program. Active Registered Nurse licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law. - CTS LPN - Graduate of an accredited nursing program. Active LPN licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law. Requirements - Minimum 2 years recent clinical experience in a physician office, home health, critical care and/or emergency room is required. - Strong communication skills. - Focused on compliance. - Demonstrates continuous growth. - Quality-driven. - Service-oriented. - Excels at time management. - Strong problem-solving skills. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Company Description St. Luke's University Health Network is an Equal Opportunity Employer.

Role Description The Supervisor, Clinical Triage (RN) is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) and Patient Engagement Partners (PEPs) to deliver an exceptional patient experience in an afterhours setting. The Supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance. This role will also perform mentoring and leadership support to the team such as providing performance feedback, resolving queries, and day-to-day training. - Oversees a team of Patient Engagement Partners (PEPs) and Clinical Triage Specialists-RN which serves as a resource and Subject Matter Expert (SME) for other team members and internal customers. - Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues. - Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages. - Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels. - Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center. - Collaborates with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels. - Ensures PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently. - Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity. - Analyzes current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center. - Collaborates with practices and PODs to maintain connection while serving as a point of contact for specialty team matters. - Other related duties as assigned. Qualifications - Graduate of an accredited nursing program. - Active Pennsylvania Nursing License. - Active New Jersey Nursing License or ability to obtain within 90 days. - Bachelor’s degree in Nursing (preferred). Requirements - Minimum 3+ years recent clinical experience in a physician office, home health, critical care and/or emergency room required. - Electronic Medical Record system experience required. - Epic experience preferred. - Previous contact center experience preferred. - Previous management experience preferred. - Strong business acumen. - Skilled in all forms of communication. - Effectively able to develop self and others. - Leadership presence/EQ, presents as a composed and competent leader. - Quality focused. - Exudes patient and customer service focus. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Benefits - Equal Opportunity Employer.

Role Description The Supervisor, Clinical Triage (RN) is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) and Patient Engagement Partners (PEPs) to deliver an exceptional patient experience in an afterhours setting. The Supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance. This role will also perform mentoring and leadership support to the team such as providing performance feedback, resolving queries, and day-to-day training. - Oversees a team of Patient Engagement Partners (PEPs) and Clinical Triage Specialists-RN which serves as a resource and Subject Matter Expert (SME) for other team members and internal customers. - Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues. - Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages. - Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels. - Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center. - Collaborates with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels. - Ensures PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently. - Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity. - Analyzes current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center. - Collaborates with practices and PODs to maintain connection while serving as a point of contact for specialty team matters. - Other related duties as assigned. Qualifications - Graduate of an accredited nursing program. - Active Pennsylvania Nursing License. - Active New Jersey Nursing License or ability to obtain within 90 days. - Bachelor’s degree in Nursing (preferred). Requirements - Minimum 3+ years recent clinical experience in a physician office, home health, critical care and/or emergency room required. - Electronic Medical Record system experience required. - Epic experience preferred. - Previous contact center experience preferred. - Previous management experience preferred. - Strong business acumen. - Skilled in all forms of communication. - Effectively able to develop self and others. - Leadership presence/EQ, presents as a composed and competent leader. - Quality focused. - Exudes patient and customer service focus. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Company Description St. Luke's University Health Network is an Equal Opportunity Employer.

Role Description The Supervisor, Clinical Triage (RN) is responsible for successfully managing a team of Clinical Triage Specialists (CTSs) and Patient Engagement Partners (PEPs) to deliver an exceptional patient experience in an afterhours setting. The Supervisor will ensure patients receive appropriate clinical triage advice using approved protocols and guidance. This role will also perform mentoring and leadership support to the team such as providing performance feedback, resolving queries, and day-to-day training. Job Duties and Responsibilities: - Oversees a team of Patient Engagement Partners (PEPs) and Clinical Triage Specialists-RN which serves as a resource and Subject Matter Expert (SME) for other team members and internal customers. - Researches complex issues and works with support resources to resolve patient issues and/or partners with others to resolve escalated issues. - Effectively collaborates and maintains close relations with Medication Management Supervisors to ensure an appropriate streamlined process remains in place for responding to clinical patient messages. - Serves as an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Monitors productivity, clinical protocol adherence, and quality standards and proactively works to achieve defined service levels. - Monitors activity, performance and call quality to facilitate recognition, coaching/feedback, and escalation of variances to Manager, Connect to Care-Access Center. - Collaborates with Manager, Connect to Care – Access Center and Workforce Management Analyst to effectively plan, optimize staffing and flex daily staffing, and monitor supply and demand in order to maintain service levels. - Ensures PEPs and CTSs are properly equipped with necessary technology, resources, and tools required to address patient inquiries and/or triage patients and address clinical patient messages efficiently. - Provides clinical leadership to CTSs; regularly provides coaching and feedback to their team members for ongoing improvement and fosters a culture of collaboration and inclusivity. - Analyzes current procedures, bringing suggestions for improvement to the attention of the Manager, Connect to Care-Access Center. - Collaborates with practices and PODs to maintain connection while serving as a point of contact for specialty team matters. - Other related duties as assigned. Qualifications - Graduate of an accredited nursing program. - Active Pennsylvania Nursing License. - Active New Jersey Nursing License or ability to obtain within 90 days. - Bachelor’s degree in Nursing (preferred). Requirements - Minimum 3+ years recent clinical experience in a physician office, home health, critical care and/or emergency room required. - Electronic Medical Record system experience required. - Epic experience preferred. - Previous contact center experience preferred. - Previous management experience preferred. - Strong business acumen. - Skilled in all forms of communication. - Effectively able to develop self and others. - Leadership presence/EQ, presents as a composed and competent leader. - Quality focused. - Exudes patient and customer service focus. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Company Description St. Luke's University Health Network is an Equal Opportunity Employer.

Title: Scheduling Specialist (Full Time, Days) Location: PA, NJ, United States Full time Job Description: St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. HOURS: Full Time, Days, 40 hours/week Mon-Fri, 9:00 AM -5:30 PM 4 hours shifts on Saturdays are also available for sign-up (not required) Fully remote for local candidate (PA, NJ) after training at St. Luke's Center in Allentown, PA for 8 weeks. The Scheduling Specialist is responsible for answering incoming calls and making outbound calls in order to ensure accurate appointment scheduling into data base. Respond to patient's questions and needs by editing, canceling and rescheduling appointments according to department protocols. The Scheduling Specialist is also responsible for accurate and timely registration and verification of all financial information for all services assigned to ensure proper reimbursement. JOB DUTIES AND RESPONSIBILITIES: - Accurately completes the scheduling process. - Provides accurate and timely verification of all financial information for all services to ensure proper reimbursement. - Registers patient at time of appointment entry. - Determines patients' financial needs and direct as appropriate. - Updates and/or communicates correct patient information to appropriate staff, hospital departments, and computer systems. - Works with coordinator, supervisor and managers for any scheduling, or insurance issues. - Works with and communicates to departments/physician offices regarding add on patients. - Monitors and maintains work lists as assigned and handles accordingly. - Capable of switching between outpatient testing and physician skill sets and outbound and inbound calling functions. - Respond to patient's questions and needs by editing, canceling and rescheduling appointments according to department protocols. PHYSICAL AND SENSORY REQUIREMENTS: Must be able to sit for long periods of time. Must have the ability to hear as it related to normal conversation. Frequent use of hands for data entry. EDUCATION: High School diploma or GED. TRAINING AND EXPERIENCE: One to two years of call center experience or experience in a medical office, hospital or business office with high patient/customer volumes. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer.

Role Description The Registered Nurse Virtual Response Center utilizes proactive technology and software to remotely monitor patients to assist the bedside clinical care teams in making real-time decisions in the delivery of care for patients. Responsible for remotely monitoring all patients within the Network and in-home settings where Epic, Masimo, Patient Safety Net, etc. are utilized. Notifies nursing and providers of any clinical concerns in a timely manner to facilitate real-time, proactive clinical decision-making and compliance with protocols. - Utilizes clinical assessment skills and available technology to assist the bedside clinical team in timely identification of potential patient clinical deterioration. - Demonstrates competence in the predictive analytic model and articulates understanding of each type of alert to include Sepsis Time Zero, Deterioration Index, etc. - Documents precisely in Epic the outcome of each encounter with clinical staff. - Partners with bedside nurses/clinicians effectively to inform, coach and support onsite nurses/clinicians, cultivating a therapeutic team approach. - Clearly articulates reasons for the communication and interventions to clinical staff. - Formulates collaborative and individualized plan of care and identifies expected patient outcomes, using the nursing process. - Effectively communicates to VRC team members through formal handoffs including patient concerns to the oncoming staff. - Functions as a professional role model and resource person providing guidance to co-workers. - Maintains responsibility for own professional development through active participation in in-services and/or continuing education programs. - Complies with established chain of command for work-related problems. - Participates in identifying unit needs and support unit goals and objectives. Qualifications - Registered Professional Nurse with current license to practice in the state of Pennsylvania. Requirements - Minimum of 2 years of recent direct inpatient clinical experience. - Strong technical aptitude and knowledge of healthcare information systems preferred. Benefits - Equal Opportunity Employer.

• 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 an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. • Manages and responds to escalated electronic patient messages whenever not answering inbound patient calls and uses clinical judgment to prioritize 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. • Utilizes all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule appointments, or refer calls when necessary to the appropriate medical facility or personnel. • Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response. • 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 duties as assigned.

Role Description The Clinical Triage Specialist (CTS) (RN) - Access Center will compassionately deliver an exceptional patient experience and provide clinical support to CTS-MA team members by serving as a clinical resource. The CTS-RN is responsible for using nursing judgment in answering/returning patient calls related to direct care provided by the practices. When appropriate, the caller’s symptoms will be assessed and triaged using approved nursing protocols and guidelines to assist in obtaining the appropriate level of care and/or self-care advice. - 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 an escalation point for clinical patient issues and other POD team members requiring clinical support, and provides clinical advice based on clinical protocols and procedures. - Manages and responds to escalated electronic patient messages whenever not answering inbound patient calls and uses clinical judgment to prioritize 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. - Utilizes all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule appointments, or refer calls when necessary to the appropriate medical facility or personnel. - Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response. - 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 duties as assigned. Qualifications - Graduate of an accredited nursing program. - Active Registered Nurse licensure in the state of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law. Requirements - Minimum 2 years recent clinical experience in a physician office, home health, critical care and/or emergency room is required. - Strong communication skills. - Focused on compliance. - Demonstrates continuous growth. - Quality-driven. - Service-oriented. - Excels at time management. - Strong problem-solving skills. - Ability to work from home in accordance with the Network Work from Home Policy if needed. Company Description St. Luke's University Health Network is an Equal Opportunity Employer.