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.

The Clinical Triage Specialist (CTS) (RN) - Access Center will compassionately deliver an exceptional patient experience and provide clinical support to PEP 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.

JOB DUTIES AND RESPONSIBILITIES:

• 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.

EDUCATION:

Graduate of an accredited nursing program. Active Registered Nurse licensure in the s tate of Pennsylvania and New Jersey or other nursing compact state and other states as deemed necessary by state law.

TRAINING AND EXPERIENCE:

• 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.

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. (

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