Enterprise Central Scheduling/Triage RN (40hrs/week - day shift)

About the role

Number of Positions in Requisition

1

Job Details

Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, MyJeffersonHealth patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.

Job Duties

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Work with team members within Central Scheduling, including but not limited to: nurses, central scheduling representatives, providers, clients and outside peers.
• Ability to understand clinical issues and apply appropriate decision making skills, and knowledge, by analyzing or triaging situations fully and accurately to reach productive decisions, utilization of clinical protocol, to ensure consistency and safe practice.
• Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations. Assist in the formulation of targets for representatives.
• Assess Jefferson and Non- Jefferson clients, who have submitted electronic communication, via Jefferson Health / My Chart regarding current concerns and symptoms, and determining urgent and non-emergent situations, and forwarding to the appropriate provider, to properly assist the patient.
• First line of patient complaint escalation. Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.
• Assist in hiring and training nurses, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.
• Monitor queue and track inbound and outbound calls. Apprise Nurses of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.

Minimum Qualifications

• Bachelor's Degree BSN
• Accuracy and Attention to Detail - I0960

Additional information

Understanding of the necessity and value of accuracy and attention to detail, ability to process information with high levels of accuracy.

• Analytical Thinking - I1020

Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

• Calendaring - TAD460

Knowledge of and ability to use office electronic calendaring software and capabilities.

• Customer Interaction - TCS060

Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

• Customer Service Management - M0200

Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.

• Decision Making and Critical Thinking - I0700

Understanding of the issues related to the decision-making process, ability to analyze situations fully and accurately, and reach productive decisions.

• Effective Communications - I0480

Understanding of effective communication concepts, tools and techniques, ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Information Capture - B1080

Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.

• Leadership - M0050

Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement.

• Listening - I0650

Knowledge of effective listening issues and techniques, ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.

• Relationship Management - I1010

Ability to establish and build healthy working relations and partnerships with clients, vendors, and peers.

• Teamwork - I0950

Understanding of the necessity and value of teamwork, ability to work effectively as part of a team.

Additional Qualifications

• Knowledge of EPIC, Genesis and Interaction desktop is preferred.
• Able perform basic "verbal" assessment of patient, display knowledge of common symptoms and conditions such as hypertension and diabetes.
• Able to document in a clear and concise manner.

Physical Demands

Lift and carry 40-50 lbs. Examples: Push/pull patients on bed, stretcher (requires 29 lbs. push force), lateral transfers up to 50 lbs. of the patient's weight. Frequent to continuous standing/walking. Patient transporters can walk 8-10 miles per shift. *Patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Benefits

Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts.

Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.

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