RN - Clinical Care Representative

ESSENTIAL FUNCTIONS

• Answer phones and determine basic, moderate and/or complex clinical patient calls in a fast paced call center environment
• Ability and willingness to provide excellent customer service to patients, InterMed colleagues and vendors
• Monitor telephone inquiries within EMR

• Assess and prioritize patient needs via patient portal inquiries

• Refill prescriptions according to standard protocol
• Provide test results according to standard protocol
• Provide patient education under provider’s direction

• Fulfill administrative responsibilities which may include:

• Obtaining medical records information
• Referral information
• Completing forms/requisitions
• Schedule appointments

• Flexibility and willingness to work as a team member
• Able to prioritize and handle multiple tasks
• Excellent professional judgment and phone skills
• Other responsibilities as directed by coordinator or manager

JOB REQUIREMENTS

• State of Maine residence is required
• Graduate from an accredited school of nursing
• Unencumbered active registered nurse or LPN licensure in state of Maine
• Previous experience in a primary care or hospital setting required
• Triage experience preferred
• Proficient computer knowledge and accurate typing skills with Windows based programs, including electronic medical records programs
• Ability to proficiently use telephone system
• Excellent typing and computer ability while simultaneously maintaining a telephone conversation
• Ability to consistently meet and adhere to performance and quality metrics
• Compassion, empathy, and teaching ability, as patients may require instruction for self-care and/or symptom management
• Strong organizational and critical thinking skills
• Ability to demonstrate and uphold InterMed’s Values
• Professional appearance

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical demands:

While performing the duties of this job, the employee is occasionally required to walk, sit, stand, bend, twist, balance, grasp with both hands, pinch with thumb and forefinger; reach hand/arm above shoulder height. Employee must be able to occasionally life up to 20 pounds; must have ability to listen and speak on the telephone and write simultaneously; and ability to operate telephone system and computer keyboard and printer.

Visual, hearing, dexterity and mental demands:

Vision - Adequate to perform the essential functions of the job such as read office notes, medical records, etc.

Hearing - Adequate to perform the essential functions of the job such as listening to staff, physicians, and patients.

Speaking - Adequate to perform the essential functions of the job such as communicating with staff and explaining policies and procedures.

Dexterity - Adequate to perform the essential functions of the job such as sorting papers and typing.

Mental Demands - Adequate to perform the essential functions of the job such as juggling multiple tasks, etc.

Working Conditions:

Position requires work in a normal office environment for 3 to 6 weeks based on competencies, then position transfers to full time work from home.

No special uniforms or protective equipment is required. Hazardous materials are limited to normal office supplies. Position requires long periods of work on a video display terminal. Please refer to InterMed policy on proper VDT ergonomics.