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Department: Jenison Office
Schedule: Part Time
Hours per Pay: 40
Shift: Days
Hours: Within the hours of M-F, 8a-5p
Job Details:

     Utilizes nursing assessment skills and clinical protocol guidelines in a decision making capacity to provide timely and efficient patient care via the telephone. Assures patients are scheduled for appointments as appropriate or provided direction based on consultation with a provider.  Performs nursing protocols (i.e First OB, Medication Refill and others as applicable and approved).  Performs the functions of a Care Team Coordinator, which includes coordinating clinical functions in order to deliver superior patient care in facilitating all aspects of the patient visit experience (pre-visit, visit and post-visit activities) as scheduled.



    Minimum – High school diploma or equivalent and graduate of an accredited Licensed Practical Nurse or Registered Nurse Program.


    Minimum - Current LPN licensure in the State of Michigan.  RN licensure in the State of Michigan is eligible to work within the scope of the LPN practice. CPR Certified.



    §         Basic business office, clinical skills, and computer skills.

    Preferred -

    §         One to two years of clinical experience in a medical or physician office.


    Other Knowledge, Skills and Abilities


    §         Successful completion of competency-based orientation program within 90 days of employment.

    §         Effective verbal, written, and interpersonal communication

    §         Excellent customer service orientation skills necessary in order to deal effectively with various levels of organizational members, outside customers and community groups.

    §         Ability to comfortably and effectively interact with diverse populations.

    §         Ability to work collaboratively in a team-oriented environment.

    §         Ability to cross train in other areas of practice in order to achieve smooth flow of all operations.

    §         Good organizational skills in order to work under time constraints and be able to adapt to medical situations.

    §         Ability to handle patient and organizational information in a confidential manner.

    §         Ability to demonstrate competency with a standard desktop and Windows-based computer system including but not limited to email, e-learning, intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.

    §         Proficient/knowledgeable in medical terminology.

    §         Must be able to type at least 30 adjusted words per minute.



    §         Constant reaching, standing, walking, lifting and bending at waist. 

    §         Frequent computer work.

    §         Ability to function in our working conditions as listed below.


    §         Receives, collects key data and answers based on clinical protocol guidelines and triages patient telephone calls as per approved clinical protocol guidelines. Consults with RN or provider for areas of question or lack of clarity

    §         Identifies emergent medical and/or related patient situations and assists patients by assessing appropriate level of care required. If in question, errs on side of higher level of care if unable to clarify with RN or provider at point of service.

    §         Serves as a medical care information resource for patients.

    §        Serves as a resource to clinical office staff within scope of their nursing role  - either RN or LPN.

    §         Consults with physicians, providers, and other team members as appropriate to ensure quality patient care that is consistent with and pertinent to the patient.

    §         Documents complete and accurate patient records related to calls received, data collected, services rendered, follow-up provided, and/or outcomes as described by the patient or family.

    §         Performs nursing protocols (First OB, Medication Refill as applicable and approved) to organizational procedures.

    §         Serves as a resource to clinical office staff within scope of LPN role.

    §         Facilitates office quality/performance incentive initiatives.

    §         Coordinates care with external/payer case managers.

    §         Performs the essential functions of a Care Team Coordinator (see Care Team Coordinator Job Description).

    §         Performs other duties as assigned.


    For those trained as scribes, the following essential functions apply:

    §         Meets all information management, HIPAA, HITECH, confidentiality and patient rights standards

    §         Enters the room with the physician, identifying the patient with two patient identifiers

    §         As the physician moves forward with the appointment, documents only information cited by the physician, refraining from obtaining any information from the patient directly without the direct supervision of the physician

    §         Remains in compliance with the Record of Care and Provision of Care Standards Provides statement

    o        Identifying the scriber of the service

    o        Statement attesting that the notes are written/recorded contemporaneously in the presence of the physician performing the service

    o        Physician Name

    o        Signature (including name and title), dating and timing of all entries into the medical record

    o        Example: Scribed for Dr. X. in their presence by Susie Scriber, MA, 1/1/11, 11:15 AM

    Ensures authentication by the physician is complete prior to acting on orders entered into the medical record

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