Springfield Clinic

Role Description The LPN TeleNurse is responsible for providing TeleNurse support services within the LPN scope of practice as defined by the Illinois Nurse Practice Act. Promotes the philosophy of wellness, serves as a resource person, educator, and patient advocate. Schedule: - Week 1: Friday 5-8pm, Saturday 8a-1p - Week 2: Monday and Thursday 5-8pm Job Relationships - Reports to the TeleNurse Supervisor Principal Responsibilities - Perform medication refill requests, document nursing home reports, provide select lab results, and verify various orders and information on the electronic health record. - Collect data and provide basic nursing assessment to identify patients needing RN TeleNurse Triage services. - Report identified emergent, urgent, or routine patient healthcare needs to the Charge Nurse. - Ability to multi-task, function efficiently and with minimal supervision within multiple software programs in real time. - Prioritize calls within the queue and manage time and resources effectively. - Perform data entry at time of call. - Function as a resource to new LPN’s. - Serve as an advocate for the patient by collaborating with the RN TeleNurse. - Ability to provide staffing during critical staffing times. - Ability to work 4-5 of the 9 observed holidays. - Demonstrates effective verbal communication over the phone in a calm and professional manner. - Comply with the Springfield Clinic incident reporting policy and procedures. - Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy. - Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards. - Perform other job duties as assigned. Qualifications - Graduate of an accredited school of nursing with current Illinois LPN license required. - Minimum three (3) years clinical experience in an acute ambulatory or acute care setting required. Requirements - LPN License in the State of IL required. - Pleasant clear telephone voice. - Required to reside within 100-mile radius of Springfield, Illinois. - Intermediate computer skills and the ability to accurately type 40 words per minute. - Excellent written, verbal, and interpersonal communication skills. - This is a remote position. - Routinely uses multiple computer programs and electronic health records. - Requires the ability to sit for long periods of time. Working Environment - PHI/Privacy Level: HIPAA1

Role Description The RN TeleNurse is responsible for triaging incoming patient calls. Promotes and demonstrates leadership within the department. Promotes the philosophy of wellness; serves as a resource person, educator, and patient advocate. Job Relationships - Reports to the TeleNurse Supervisor/Manager Principal Responsibilities - Apply all phases of the Nursing Process, i.e., assessment, planning, implementation and evaluation when triaging patients. - Demonstrate effective verbal communication: communicate phone advice in a calm manner so that it is properly received and understood. - Identify life threatening emergencies; recommend appropriate interventions, including facilitation of ambulance transportation. - Demonstrate knowledge of disease processes and pathophysiology to accurately conduct an initial assessment and triage patients via telephone dialogue. - Perform data entry at the time of the call and record all significant health history of the caller. - Prioritize tasks appropriately and manage time and resources effectively. - Prioritize, delegate, and manage the acuity of incoming patient calls and staff duties as assigned. - Refer problems and concerns which require physician intervention to the On Call Physician and/or primary care physician. Direct caller/patient to appropriate level of care including, but not limited to nearest ER, office visit, or self-care. - Schedule patient appointments in scheduling system according to established and approved guidelines. - Utilize medical resources to assist in formulating the patient's plan of care. - Counsel and teach patients and/or callers according to established guidelines of practice. - Document all calls according to established guidelines of practice. - Maintain statistical data as requested. - Work effectively with minimal supervision. - Maintain confidentiality of all interactions. - Maintain knowledge by attending appropriate educational programs, reading current journals and literature. - Attend all department meetings and mandatory Springfield Clinic in-services. - Perform other job duties as assigned. - Comply with the Springfield Clinic incident reporting policy and procedures. - Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy. - Provide excellent customer service and adhere to SC Way customer service philosophy. Qualifications - RN, graduate of an accredited school of nursing with current Illinois RN licensure. - Minimum of three years of clinical experience in acute ambulatory or acute care setting. - Experience in ER, Home Health preferred. Licenses/Certificates - RN License. Knowledge, Skills and Abilities - Required to give one (1) month resignation notice. - Required to work every other weekend and 4-5 out of 9 Springfield Clinic recognized holidays per year. - Required to reside within a 100 mile radius of Springfield, IL. - Basic typing skills at 40 wpm or greater. - Demonstrates intermediate computer skills and comfort with Windows operating systems. - Pleasant, clear telephone voice. - Excellent written, verbal, and interpersonal communication skills. - Practices independent nursing consistent with the Illinois Nurse Practice Act. Working Environment - Professional office environment which requires extended periods of sitting. - Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. - Potential to work from home. PHI/Privacy Level - HIPAA1

Schedule: Two Week Rotation Week 1: - Monday: 7:30 am - 11:30 am - Tuesday: Off - Wednesday: 7:00 am - 1:00 pm - Thursday: Off - Friday: 7:00 am - 11:30 am - Saturday & Sunday: Off Week 2: - Monday: 7:30 am - 1:30 pm - Tuesday: 2:30 pm - 5:30 pm - Wednesday: Off - Thursday: 8:30 am - 12:30 pm - Friday: Off - Saturday: 8:00 am - 2:00 pm - Sunday: 11:00 am - 5:00 pm The Patient Access Specialist – Telecom is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact and streamlining clinic-wide communications. Job Relationships Reports to the Patient Access Supervisor - Telecom Principal Responsibilities Answer all incoming telephone calls to the clinic, identify the need of the caller and route the call to the proper department with efficiency and accuracy. Demonstrate an advanced knowledge of the organization, the locations of departments, satellite locations and hours of operation for 350 + providers. Perform overhead paging and maintain open communication between personnel and departments during an emergency or code situation. Perform 24-hour answering service to all clinic providers, administration, IT, facilities management and other departments and offices. Must demonstrate the ability to change on-call and enter exceptions. Perform research for management. Perform TeleNurse Intake duties when necessary, such as identifying patients requesting TeleNurse services, locating the correct patient in EHR and Triage system and verifying patient information, and updating any changes/registering new patients in EHR. Route emergency calls to the office nurse/TeleNurse in accordance to the emergency procedure. Adhere to patient service standards. Maintain a positive attitude and professional behavior in working to achieve departmental goals. Responsible for continuing education and adhering to appropriate workflow processes. Report any work flow problems/complaints to the Manager. Comply with the Springfield Clinic incident reporting policy and procedures. Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy. Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards. Perform other job duties as assigned. Education/Experience High School graduate or GED required. Minimum of one (1) year of medical office and/or phone experience preferred. Knowledge, Skills and Abilities Required to reside within a 40 mile radius of Springfield, IL Proficient and accurate typing skills required. Knowledge of medical terminology is preferred. Deductive reasoning. Ability to work under pressure with accuracy. Excellent attendance in previous work environment. Demonstrates intermediate computer skills and knowledge of computer software programs. Effective verbal, written and interpersonal communication skills. Working Environment Office type environment requiring extended periods of sitting. PHI/Privacy Level HIPAA1

The Patient Access Specialist – TeleNurse is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact and streamlining clinic-wide communications. Job Relationships Reports to the Telenurse Supervisor Principal Responsibilities Answer all incoming calls for the TeleNurse Department and direct the calls appropriately with efficiency and accuracy. Responsible for identifying patients requesting TeleNurse services, locating the correct patient in EHR and Triage system, and then verifying patient information and update any changes and/or register new patients in EHR. Document patient requests to the TeleNurse through Triage System. Schedule appointments for the provider according to provider group procedures, maintaining a high level of accuracy. Assist with daily reports and quality checks. Verify incoming EHR communications and task to appropriate provider, as required per policy. Route emergency calls to the office nurse/TeleNurse in accordance to the emergency procedure. Adhere to patient service standards. Maintain a positive attitude and professional behavior in working to achieve departmental goals. Responsible for continuing education and adhering to appropriate workflow processes. Report any work flow problems/complaints to the Manager. Comply with the Springfield Clinic incident reporting policy and procedures. Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy. Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards. Perform other job duties as assigned. Education/Experience High School graduate or GED required. A minimum of one (1) year of medical office and/or phone experience preferred. Knowledge, Skills and Abilities Proficient and accurate typing skills required. Knowledge of medical terminology is preferred. Deductive reasoning. Ability to work under pressure with accuracy. Excellent attendance in previous work environment. Demonstrates intermediate computer skills and knowledge of computer software programs. Effective verbal, written and interpersonal communication skills. Working Environment Office type environment requiring extended periods of sitting. PHI/Privacy Level HIPAA1