Clinical RN Support

The Clinical Registered Nurse (RN) Support serves as a clinical liaison between the primary care call center, clinical support staff, and healthcare providers. This position reviews and triages patient telephone encounters (TEs) escalated by clinical support staff, utilizing nursing knowledge and clinical assessment skills to evaluate patient needs, determine appropriate next steps, and facilitate timely coordination of care.

Working collaboratively with the integrated care team, the RN Support helps ensure patient concerns are appropriately assessed, addressed, and communicated to the provider when further clinical evaluation or intervention is needed.

Essential Duties and Responsibilities:

1. Main point of contact for clinical inquiries e.g., questions about labs, imaging results, potential medication side effects, etc.

2. Reviews and helps manage prior authorizations.

3. Able to interpret subtle indications such as tone of voice, hesitations, or incomplete responses.

4. Able to carefully document questions asked of patients over the phone and responses provided utilizing the company’s electronic health record (EHR).

5. May serve as triage and must be able to develop an assessment of patient problems by utilizing sound clinical judgement skills.

6. Creates telephone encounters, directs calls, and assigns telephone calls to appropriate staff.

7. Takes telephone messages and provides feedback to patients, outside providers and pharmacies, and documents in EHR.

8. Schedules appointments in JHC’s EHR, including converting a minimum of 5 TEs per week to telehealth visits for provider. Must be knowledgeable of all scheduling components of each JHC department.

9. Relays clinical messages to patients in the event the patient is unable to reach provider or clinical nursing staff.

10. Point of contact for patients with medication refill requests.

11. Must attend huddle when working in office.

12. Must maintain current CPR for all life cycles and any CEU credits required for licensure.

13. Must demonstrate good internal and external customer service skills.

14. Staff members must demonstrate an understanding of the intent and follow standards, guidelines, and protocols related to achieving and maintaining certifications by outside agencies.

15. Must possess the ability to follow the supervisor’s instructions and maintain regular attendance.

16. Must demonstrate a personal and professional commitment to Johnson Health Center and its Mission Statement.

17. Performs other duties and responsibilities as assigned.

Other Functions:

1. Staff members will abide by the Code of Conduct as documented in the Corporate Compliance Manual.

2. Must demonstrate a personal and professional commitment to Johnson Health Center and its mission.

3. Treats all patients and staff with dignity and respect, mindful of the cultural differences of the diverse population we serve.

4. Management may modify, add, or remove any job functions as necessary, or as changing organizational needs require.

JHC Core Values

Staff members must actively demonstrate dedication and commitment to the core values of JHC.

1. Respect – We value and respect each patient, their family, ourselves, and each other. Every individual associated with Johnson Health Center will be treated with dignity and respect.

We value and respect people’s differences, show empathy to our patients, their families and each other, and work collectively to build Johnson Health Center as a health center and an employer of choice.

2. Integrity – We are committed to doing the right thing every time. Our actions reflect our commitment to honesty, openness, truthfulness, accuracy and ethical behavior.

We are accountable for the decisions we make and the outcome of those decisions.

3. Excellence – We will pursue excellence each and every day in activities that foster, teamwork, quality improvement, patient care, innovation, and efficiencies. At Johnson Health Center, our medical, dental, pharmacy, behavioral health, front desk and administrative teams are passionately committed to the highest quality of care for our patients.

We continually seek out ways to enhance the patient experience and promote an environment of continuous quality improvement.

4. Innovation – We value creativity, flexibility, and continuous improvement efforts. We are advocates and instruments of positive change, encouraging employees to engage in responsible risk-taking and working to make a difference.

Out of the box thinking enables us to build on successes and learn from failures.

5. Teamwork – We understand that teamwork is the essence of our ability to succeed. We work across functional boundaries for the good of the organization.

Our collaborative approach ensures participation, learning and respect and serves to improve the quality of patient care. By focusing on a team-based approach, the expertise of each Johnson Health Center employee is leveraged to optimize the patient experience.

Physical Demand and Working Environment

Fast-paced hybrid position with some in office and the ability to work remote. Regularly required to sit or remain sitting for extended periods of time while working at computer terminal. Light lifting of laptop bag or supplies weighing up to 15 pounds.

Work requires speaking, sitting, bending, walking, standing, hearing, and stooping, kneeling, and repetitive motion with certain activities. 8 hours of constant computer usage. OSHA low-risk position.

Qualifications

• 1.
• Must be licensed with the Virginia State Board of Nursing with a current RN license.
• 2.
• Minimum 1 to 3 years’ RN experience preferred.
• Must exhibit strong clinical skills and knowledge.
• 3.
• Previous work experience in a health care administrative capacity of some sort is a plus.
• 4.
• Working knowledge of computer related applications such as electronic medical records.
• 5.
• Critical thinking and problem-solving ability.
• 6.
• Excellent oral and written communication skills.