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 CTS-MA 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 state 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.
Remote Skills: Calendar Management, Clinical Advice, Clinical Practices/Protocols, Clinical Support, Communication Skills, Establish Priorities, Healthcare, Healthcare Providers, Medications, Nursing, Nursing Credentials, Patient Assessment, Quality Metrics, Quality of Care, Registered Nurse (RN), State Laws and Regulations, Telephone Skills, Telephone Triage, Time Management, Triage Nursing
About the Company: St. Luke's University Health Network St. Luke's University Health Network is a regional network of hospitals, physicians and other related organizations providing care primarily in Lehigh, Northampton, Monroe, Carbon, Schuylkill, Bucks, Montgomery and Berks counties in Pennsylvania and Warren County in New Jersey.
The Network provides services at more than 150 sites. St. Luke's University Health Network is comprised of six hospital sites. The Network includes: • More than 80 owned physician-practice sites • 300 employed primary care/specialist physicians • Various outpatient testing and service facilities • Home health • Hospice services (inpatient and outpatient) • Largest ambulance provider in Bucks County and second largest in Lehigh County • Other related organizations • 57,500+ annual admissions • 195,000 annual emergency room visits • 1,325 physicians on the Medical Staff (96 percent board-certified) • 8,600+ employees • More than 1,350 volunteers Areas of exceptional medical expertise include: • Level 1 Adult Trauma Center: fully accredited by Pennsylvania Trauma Systems Foundation; 2,400+ annual trauma cases; St.
Luke's 1.75 percent mortality rate represents top decile performance, significantly better than peer group as measured by National Trauma Data Bank of the American College of Surgeons; aeromedical transport services • Oncology: first and only cancer program in Pennsylvania to receive American College of Surgeons' highest quality recognition for three consecutive years; only Pennsylvania program to receive award in 2010; region's only fellowship-trained surgical oncologists; advanced programs for melanoma (internationally recognized melanoma investigator), lung, breast, prostate, gynecologic and gastrointestinal cancers and tumors of the brain and spine • Cardiology and Cardiovascular Surgery: multiple-year recipient of highest rating for cardiac bypass surgery, represents top decile performance achieved by only 10 percent of U.S.
hospitals (Society for Thoracic Surgery); region's first Joint Commission certified Heart Failure Program; comprehensive surgical services excluding heart transplants • Neuroscience: accredited Stroke Center; additional Centers of Excellence include: Balance Center, Headache Center, Memory Disorders Center, Multiple Sclerosis Center, Sleep Disorders Center • Orthopaedics: advanced expertise in total joint replacement and reconstruction, computer-assisted minimally invasive surgery, primary and reconstructive surgery of the spine, sports injuries, diseases and conditions of the hand and elbow, traumatic injuries • Women's/Children's Health: high-risk pregnancy; the region’s busiest obstetrical service; two neonatal intensive care units; pediatric specialty care provided by St.
Christopher's Hospital for Children. • Robotic/Minimally Invasive Surgery: one of the nation's most experienced robotic surgical teams • Radiology: designated international General Electric Healthcare Show Site for imaging technology; designated Breast Imaging Center of Excellence by American College of Radiology • Bariatric Surgery: designated Center of Excellence by American Society for Metabolic and Bariatric Surgery and Surgical Review Corporation St. Luke's offers an exceptional benefit plan for employees.
Our values are reflected in all we do for patients, each other and the community: Pride - We take pride in our accomplishments and in our organization. Caring - We show consideration for others and their feelings. We treat others as we want to be treated. Respect - We recognize the value, diversity and importance of each other, those we serve and the organization. Accountability - We are responsible to make decisions and solve problems in a timely and effective manner. Flexibility - We adapt to the changing needs and expectations of those we serve.
Teamwork - We work together to improve quality. The mission of St. Luke's University Health Network 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. Company Size: 5,000 to 9,999 employees Industry: Healthcare Services Founded: 0 Apply tot his job
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