JOB SUMMARY:

The primary purpose of this position is to work collaboratively as an active member of the interdisciplinary team to provide patient-centered care across the continuum via telephone triage. This is a metric-driven role with inbound and outbound handled call volume expectations. In this role, the goals include providing excellent patient experience, high-quality outcomes, and improved productivity for the team while upholding the MAHEC mission.

SPECIFIC RESPONSIBILITIES:

• Participates in phone triage for family medicine patients across the care continuum 
• Utilizes Clear Triage evidence-based protocols for symptom-based management, patient education, and advice
• Responds promptly to incoming calls and provider messages
• Performs patient outreach per provider requests
• Communicates with providers per patient request clearly and concisely, accurately documenting all pertinent information
• All calls and messages are completed with documented closed-loop communication
• Schedules appointments  
• Review and triage medication refills requests in accordance with Rx Refill Protocol 
• Assist with prior authorization of medications
• Per provider order, place requests for durable medical equipment
• In coordination with the provider, assesses, interprets, and communicates normal lab results, including warfarin dosing per protocol
• May participate in daily huddles with patient care team(s) 
• Support coordination of team-based care with CNAs, CMAs, LPNs, and other RNs within the clinic(s)  
• Collaborate with consulting providers, behavioral health, nutrition, and pharmacists 
• Provide panel management support in conjunction with floor nurses to identify quality care gaps and participate in outreach as needed 
• May participate in nurse-led co-visits; such as annual wellness visits and acute care visits
• Identify and perform pre-visit planning for a variety of visit types 
• Assist with the management of urgent and emergent patient care situations (i.e., Red Flag calls)
• Performs clinical procedures within scope of practice as needed (i.e., intermittent catheters, phlebotomy, clia-waived lab tests, processes specimens, IVs, etc.)
• Participate in annual competency training of clinical staff 
• Serve as a preceptor for new clinical and telephone triage staff 
• Provide care management support such as transitions of care calls and hospital follow-ups within the clinic as needed 
• Participates in process improvement of new and existing workflows  
• Actively embraces and supports divisional and organizational initiatives 
• Supports clinic and community events as needed

This role description is a general description of the essential job functions.  It is not intended to describe all the duties the Registered Nurse, Triage may perform.

KEY COMPETENCIES:

• Communication Skills

Effectively and respectably communicate with other individuals, whether it be a colleague, patient, or patient’s family member and appropriately enumerate information in a manner easily understood by all parties. We do this to foster a culture of understanding between all parties, especially in complex and difficult situations, to ultimately provide the best care possible to our patients and their families.

• Decision Making

Ability to make the most appropriate decision in a given situation and then taking the next steps to ensure appropriate and timely completion. This requires conflict resolution skills, critical thinking skills, confidence in your ability to make the right decision in most situations. This also includes ability to prioritize your workday appropriately to ensure the most important tasks are completed on time.

• HealthCare Knowledge

Having the drive to keep yourself abreast and up to date on the new breakthroughs in your area of expertise and communicating them to the rest of the team, as appropriate.  This also includes keeping up with your licensure and yearly training requirements within your area expertise along with MAHEC’s organizational training. Finally, the ability to apply the depth of knowledge maintained and gained through this process in real life scenarios as appropriate.

• Interpersonal Skills

Showing the ability to meet difficult situations with grace, professionalism, and understanding. Within your area of expertise, showing respect and showing empathy where appropriate with your colleagues, patients, and their family at all times, even when its most difficult to do so. This is done, in part, by effective listening, being your authentic self, showing responsibility and dependability, and being patient with others.

• Organizational Values

Adherence to MAHEC’s founding principles and incorporating them every day. This includes, among others, having integrity and accountability, reverence for other cultures and equitable practices, ability to manage change, and displaying a clear understanding of organizational dynamics. Doing these things creates a culture where people want to do the best for each other and gives personal ownership towards the goal of helping people in their time of need.

• Problem Solving

Having an analytical mind and ability to work autonomously to solve complex problems that may arise. The wherewithal to think logically through a difficult problem and come to an appropriate resolution for a given issue. This helps to drive continuous improvement by thinking through where we can improve in a novel way. Measures success by understanding where we are currently and where we want to go and then applying those new ideas to affect positive change.

SPECIFIED SKILLS

• COMPUTER
  • Excellent skills in Microsoft Office including Word, Excel, PowerPoint, and database applications required.
• FOREIGN LANGUAGE
  • Spanish speaking skills preferred.

PHYSICAL DEMANDS

• Sedentary - Very light energy level: Lift 10 lbs box overhead, Lift and Carry 15 lbs, Push/Pull 20 lbs cart
• Constant (67 - 100% of Workday)

SUPERVISORY RESPONSIBILITIES:

• N/A

EDUCATION AND EXPERIENCE

• MINIMUM QUALIFICATIONS: 
  • Bachelor’s degree in nursing. 
• PREFERRED QUALIFICATIONS: 
  • Two (2) years relevant experience or comparable combined experience and/or education. 
  • One (1) to two (2) years of nursing experience in an ambulatory setting.  
  • Telephone triage experience. 

REQUIRED LICENSES:

• Current unencumbered North Carolina nursing license  
• Current CPR certification 

SCHEDULE:

Regular attendance on-site is an essential function of this position. Typical business hours are Monday – Friday, 8:00 am to 5:00 pm (or flexed to best meet the needs of the clients and/or the Division); 40 hours per workweek; weekend, holiday, or evening coverage is occasionally required. Work hours will need to be flexible in order to respond to special work assignments, or evening activities, as requested by the team leader.

POSITION COMPENSATION:

$33.32/hour, full time + full benefits available

At MAHEC, we strive to equip all team members with Total Rewards (pay + benefits) to honor their service, support their health, manage their financial security, build their career, and thrive.

All MAHEC employees and learners will be required to receive the Flu vaccine or have an approved exemption.

MAHEC Talent Management is located at 121 Hendersonville Road, Asheville, NC 28803. Equal Opportunity Employer.

MAHEC is a qualifying employer for the Public Service Loan Forgiveness (PSLF) Program. Employees who meet federal requirements may be eligible to have remaining student loan balances forgiven after 10 years of qualifying payments while working full-time at MAHEC.

If you are interested in this role, and you have related experience and qualifications, we encourage you to apply or reach out to AskTalent@mahec.net for support in your job search process. You could be the talent we are seeking for this or other opportunities.