POSITION DESCRIPTION:
Provides professional nursing care for patients following established standards and practices, which can include triage (telephone and walk-in visits), and care needs that transpire between office visits. Demonstrates professional clinical leadership and oversight within the scope of the RN role.
ESSENTIAL JOB FUNCTIONS:
The following job functions may not be the responsibility of all RN’s. Some RN’s will be assigned work that has more focused responsibilities (example: prior authorizations or indirect work supporting a provider inbox.)
- Responsible for efficiently triaging patient needs via telephone and during visits according to IHA's Policies and Protocols.
- Documents clinical findings in a clear and concise manner according to IHA Policy.
- Utilizes critical thinking skills within the scope of licensure to appropriately assess patient needs and involves providers as appropriate.
- Enters orders (medication, laboratory, radiology, referrals) according to provider direction and as per state, local and professional guidelines.
- Follows clinical and nursing protocols as applicable.
- Schedules patient appointments as applicable.
- Encourages patient portal usage and supports where needed.
- Provides scope-appropriate nursing education during all patient interactions.
- Consults with providers and other extended care team members (Care Management, Embedded Pharmacy, Behavioral Health and Nutrition) and external case managers as appropriate to effectively ensure quality patient care.
- Supports physician and advanced practice providers with indirect work according to protocol. This includes and is not limited to test results/orders management.
- Assesses patients for gaps in care for preventative and disease management needs.
- Ensures patient medication list is accurate, completes medication reconciliation and processes refill requests per protocol.
- Works with the entire care team to co-manage indirect patient work according to Standard Work Instructions.
- Collaborates with insurance, DME, home care and all other care partners to ensure patient needs are met.
- Reviews patient medical history to identify supporting documentation relevant to ordered services and procedures to assist with or complete prior authorization process.
- Assists patients with resources for any social influences of health needs.
- Participates in process improvement projects within the office/department.
- Serves as a resource to clinical office/department staff within scope of RN role; may direct the work of LPN and Medical Assistant staff as needed and appropriate based on role/scope.
- May perform clinical support tasks as outlined on the Clinical Support Staff Scope of Practice document.
- Supports other offices, attends required meetings and training, and participates in committees as requested.
- Attends weekly patient care meetings and attends daily huddles as applicable.
- Assumes additional duties as required.
ORGANIZATIONAL EXPECTATIONS:
- Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the IHA CARES mission and core values statement
- Must be able to work effectively as a member of the clinical care team.
- Successfully completes IHA’s “The Customer” training and adheres to IHA’s standard of promptly providing a high level of service and respect to internal or external customers.
- Maintains knowledge of and complies with IHA standards, policies and procedures, including IHA’s Employee Handbook.
- Maintains complete knowledge of office services and in the use of all relevant office equipment, computer and manual systems.
- Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
- Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
- Uses resources efficiently.
- If applicable, responsible for ongoing professional development – maintains appropriate licensure and continuing education credentials, participates in available learning opportunities.
MEASURED BY:
Performance that meets or exceeds IHA CARES Values expectation as outlined in IHA Performance Review document, relative to position.
ESSENTIAL QUALIFICATIONS:
EDUCATION: Graduate of an accredited Registered Nurse program.
CREDENTIALS/LICENSURE: Valid, unrestricted RN license in the State of Michigan. Valid CPR certification.
MINIMUM EXPERIENCE: 1-2 years of clinical experience in a medical or physician office preferred. Previous nursing experience not required.
POSITION REQUIREMENTS (ABILITIES & SKILLS):
- Demonstrated competency in obtaining accurate patient vital statistics (height, weight, blood pressure, temperature, etc.) and patient health history.
- Must have basic knowledge and understanding as to the relevance of patient vital statistics to the patients’ health history.
- Proficient/knowledgeable in medical terminology.
- Proficiency in operating a standard desktop and Windows-based computer system, including but not limited to, electronic medical records, email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
- Excellent communication skills in both written and verbal forms, including proper phone etiquette.
- Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.
- Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, vendors, family members, outside customers and community groups.
- Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
- Good organizational and time management skills to effectively juggle multiple priorities, time constraints and ever-changing medical situations.
- Ability to exercise sound judgement and problem-solving skills.
- Ability to perform mathematical calculations needed during the course of performing basic job duties, i.e.: calculating proper dosages for immunizations.
- Knowledge of the compliance aspects of clinical care and patient privacy and best practices in medical office operations.
- Ability to handle patient and organizational information in a confidential manner.
- Ability to travel to other office/practice sites and meeting and training locations.
- Successful completion of IHA competency-based program within introductory and training period.
MINIMUM PHYSICAL EXPECTATIONS:
- Physical activity that often requires keyboarding, phone work and charting.
- Physical activity that often requires time working on a computer.
- Physical activity that often requires lifting over 50 lbs.
- Physical activity that sometimes requires handling and lifting patients, transferring patients to gurney using slide board, assisting patients with dressing/undressing, transferring patients to wheelchair using gaitbelt, walking, bending, stooping, reaching, climbing, kneeling and/or twisting.
- Physical activity that sometimes requires lifting, pushing and/or pulling up to 100 lbs.
- Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.
- Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
- Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.
MINIMUM ENVIRONMENTAL EXPECTATIONS:
This job operates in a medical facility and requires regular walking to various locations around the hospital/clinic. Employees will be working where there is patient care equipment. Hazardous materials, including bloodborne pathogens and bodily fluids are also present. Exposure to sharps, x-rays, patients' conditions and some unpleasant sights, smells and contagious diseases are possible. This position requires significant interaction with people (many of whom are scared, hurt and/or ill) which can be stressful and result in competing priorities.
