Primary Function

Works under the direction and supervision of the Specialty Services Nurse Supervisor.  Provide a direct link for all communication between the patient, clinical, and nursing staff.  Create, develop, and nurture culturally appropriate interactions and connections with customers, co-workers, and the community at large.  Primary duties will be to answer incoming telephone calls, schedule patient appointments, filing, and message delivery, information retrieval, sending and receiving faxes, utilizing the copier to perform other standard office duties as assigned. May function as front desk clerk as directed.

Job Description

• Receives all phone calls with exceptional customer service while providing routine information to callers.
• Answers phone and directs calls to appropriate staff member or team. Takes messages as required. Determines which can be handled by staff members and which need management. Personally responds to non-technical questions regarding the department.
• Greets patients/visitors, makes necessary notifications, assists as necessary to facilitate contact with the appropriate persons, and directs to the correct team member.
• Assists customers by providing accurate information that meets the customers’ needs the first time.
• Works with customers in a positive and courteous manner to establish and maintain effective working relationships.
• Proficient in the use of Electronic Health Record (EHR), Practice Management Application Suite (BPRM) and Patient Management System (RPMS) to assist with appointment schedules in the departments.
• Performs consult management, tracking, and documentation as directed by the Department Manager.
• Assists with referral follow-up as needed when requested. Assists with contacting patients to inform of scheduled appointments, etc.
• Maintains quality, safety, and infection control standards.
• Shares and receives information, opinions, concerns, and feedback in a supportive manner.
• Works collaboratively by building bridges, and creating rapport with team members within departments and across the organization.
• Works as an active participant in a team environment.
• Collaborates with nurse supervisor to improve workflow processes throughout the department.
• Promotes patient advocacy and confidentiality.
• Maintains and promotes positive and constructive communications and activities within Nursing services, other departments, tribal, and community agencies for purposes of coordinating and understanding of goals and objectives relevant to the population served
• Updates and maintains currency/competency in nursing practices and standards by attending training and in-services.
• Participates in ongoing quality assurance and performance improvement programs.
• Provides guidance, leadership, and training to other personnel appropriate to range of function and as assigned by nurse supervisor or department manager.
• Maintains a safe environment through the practice of Universal Precautions and Body Substance Isolation, medical waste/chemical management and containment. Isolates infected patients. Cleans patient contact areas and equipment according to policies and OSHA regulations.
• Participates in the development and implementation of performance improvement activities. Identifies and reports risk management issues.
• Assumes responsibility for the adequacy and appropriateness of supplies and ensures proper functioning of all medical equipment. Maintains cleanliness and orderliness of work areas.
• In the event of a local public health emergency, employee may be assigned duties pertaining to the event.
• May be necessary to work when Administrative Leave is granted if patient care would be compromised.
• May be required to rotate between nursing departments including Primary Care, Emergency Department and Inpatient departments. Participates in cross training of services within the nursing department. The Specialty Services Nurse Manager or his/her designee will schedule cross training.
• Completion of duties affects the efficiency with which the CIH provides service and therefore could have an indirect negative effect on patient outcomes.
• May be required to function as nurse aide and perform standard nurse aide duties depending on the needs of the department. Standard nurse aide functions may include but are not limited to: obtaining and documenting vital signs; completing finger stick blood glucose monitoring; assisting with activities of daily living; and collecting specimens.
• Performs other duties as assigned.

Education/Experience

• High School graduate or GED and successful completion of an accredited program in Nurse Aide.
• Applicant must have valid North Carolina Nurse Aide I Registry Listing.
• Current Basic Life Support (BLS). Can be acquired through the facility following appointment to the position.
• Completion of a medical terminology class is preferred.
• A minimum of two years’ experience working in a clerical, administrative or health related field is preferred.
• Position will require 6 months to become proficient in most phases of the job.