Licensed Practical Nurse- Phones

Working title: Phone Licensed Practical Nurse (LPN)

Classification title: Licensed Practical and Licensed Vocational Nurses

Division: Community Health Center

Program: Main Campus-Billings MT

Reports to: Nurse Supervisor

FLSA status: Non-Exempt: Part-time

Schedule: Flexible; Must have some availability on Mondays and Fridays

Wage Range: $24.28 to $32.19 hourly; depending on number of years of transferrable experience and internal equity

Organizational Overview

Serving the Yellowstone County community and south-central Montana for nearly 50 years RiverStone Health is an essential provider of personal and public health services. Health Education Leadership and Protection HELP is what we do. From medical dental and behavioral healthcare; home care and hospice; public health services like immunizations WIC health promotion and restaurant inspections; and educating the next generation of health professionals our expertise spans all ages and stages of life. Underlying principles of access affordability compassion and quality in all interactions RiverStone Health improves life health and safety for all of the communities we serve.

Job Summary:

The LPN Phone Nurse serves as a key member of the clinical team by providing patient-centered telephone triage returning patient calls relaying messages from providers processing medication refill requests care coordination and insurance-related support such as prior authorizations. This role ensures timely safe and effective communication between patients providers and other healthcare team members. The LPN Phone Nurse promotes quality care in accordance with clinic protocols nursing standards and community health best practices. This is a a patient-facing care position that does not involve hands-on physical care but does play a vital role in ensuring seamless communication and continuity of care.

Essential Functions/Major Duties and Responsibilities

General Phone Licensed Practical Nurse Responsibilities 95%

Telephone Triage & Patient Support

• Answer and return patient calls promptly assessing symptoms and concerns using established clinical protocols.

• Provide patient education on health conditions medication use and follow-up care.

• Escalate urgent or complex cases to the RN or provider as appropriate.

• Processing medication refills in accordance to policy

• Timely patient message communication to and from providers

Care Coordination

• Review and relay lab/test results to patients per provider orders.

• Coordinate referrals follow-up appointments and care transitions.

• Support chronic disease management by monitoring patient progress and adherence to care plans.

Prior Authorizations & Insurance Coordination

• Prepare submit and track prior authorization requests for medications procedures imaging and specialty referrals.

• Communicate with insurance providers to resolve denials obtain approvals and expedite patient access to care.

• Maintain accurate and up-to-date documentation of all authorization activities in the EHR.

Documentation & Communication

• Accurately document all patient interactions in the electronic health record (EHR) in a timely manner.

• Communicate clearly with providers medical assistants and other team members regarding patient needs.

• Maintain confidentiality in accordance with HIPAA and clinic policy.

Quality & Safety

• Follow infection control guidelines and safety protocols.
• Participate in quality improvement initiatives audits and training sessions.
• Strong communication and active listening skills.
• Assist with identifying opportunities to improve patient access satisfaction and outcomes.
• Work as part of a healthcare team to assess patient needs plan and modify care and implement interventions
• Return patient phone calls in a timely and professional manner documenting all interactions appropriately in the electronic medical record (EMR).
• Communicate provider instructions treatment plans test results and other clinical information to patients as directed.
• Coordinate medication refills in accordance with RSH policy including obtaining necessary provider approvals verifying medication accuracy and sending prescriptions to pharmacies.
• Collaborate with providers medical assistants and administrative staff to ensure efficient workflow and continuity of care.
• Follow established clinical protocols HIPAA regulations and organizational policies in all patient interactions.
• Maintain accurate and organized records of all communications and actions taken.
• Assess patient needs answer patient questions provide assistance and education to patients

Non-Essential Functions/Other duties as assigned 5%

• Perform other duties as assigned in support of RiverStones mission and goals.

Education and Experience:

Minimum Qualifications

• Completion of a State accredited Licensed Practical Nursing Program

• 1 year of experience in a clinical setting

Preferred Qualifications:

• Experience in primary care urgent care or community health

• Proficiency in prior authorization processes including medication imaging and specialty service requests.

• Strong communication and active listening skills.

• Proficiency in EHR systems and basic computer skills.

• Experience in telephone triage or nurse advice line

Required Certificates Licenses Registrations:

• Licensed as a Practical Nurse in the state of Montana and holds unrestricted License

Knowledge Skills and Abilities:

• Demonstrates knowledge and skills necessary to provide care appropriate to patients of all age groups- must demonstrate knowledge of the principles of growth and development through the life span possess the ability to assess data reflective of the patients status and interpret the appropriate information needed to identify each patients needs

• Knowledge and understanding of protected sensitive patient health information (HIPAA) and confidentiality

• Ability to work collaboratively and maintain a positive work environment

• Strong communication and active listening skills.

• Proficiency in EHR systems and basic computer skills.

Customer Service Excellence:

• Doing things right the first time

• Making people feel welcome

• Showing respect for each customer

• Anticipating customer needs and concerns

• Keeping customers informed

• Helping and going the extra mile

• Responding quickly

• Protecting privacy and confidentiality

• Demonstrating proper telephone etiquette

• Taking responsibility for handling complaints

• Being professional

• Taking ownership of your attitude toward Service Excellence.

Supervision:

• This position does not have supervisory responsibilities.

Physical Demands and Working Conditions:

• Work is primarily performed in a clinic setting

• Create and maintain a safe/secure working environment by adhering to safety security and health requirements. Integrates injury illness and loss prevention into job activities by attending any necessary training and implementing best practices.

• Ability to sit for extended periods.

• Manual dexterity for phone and computer use.

• Ability to communicate clearly over the phone

Freedom to Act & Decision Making:

• Ability to exercise critical thinking skills independent professional judgment and to work as a team member.

Communications & Networking:

• Daily written and verbal communication with patients patient family members co-workers providers and community members.

• Represents RiverStone Health as part of patient care team within larger systems or groups

Budget & Resource Management:

This position is not responsible for budgetary or FTE resources