RN - Patient Clinical Services

About the role

The Patient Clinical Services team is a centralized nursing service where the Patient Clinical Services RN implements best practices in patient care and coordination for participating Primary Care locations. This role assists in patient triage and general advice processes through telephone and electronic communications, ensuring timely access and appropriate level of care and advice for all Carle Health Primary Care patients.

Responsibilities

• Assists patients via phone and/or electronic platforms to determine care needs, referring to or scheduling appointments, and providing general health information and education using approved references and resources to individuals and groups.
• Evaluates, assesses, and documents patients' questions or concerns.
• Coordinates with Primary Care Center physicians and nursing staff to meet patient needs.
• Ensures documentation of patient health status and care concerns are complete and accurate.
• Supports maintenance and completeness of patient's electronic medical record, including medication reconciliation.
• Provides attention to detail and focus on tasks.
• Demonstrates customer service excellence in accordance with Carle policies.
• Serves as a role model for professional conduct and excellent patient care.
• Assists primary care offices with inbound telephone and electronic communications encounters regarding symptom management and general advice concerns.
• Manages all incoming patient care requests related to in-basket activities, work queue activity, and incoming telephone calls.
• Assesses and triages patient care concerns regarding urgent/emergent matters, providing appropriate disposition advice based on acuity level per provider-approved protocols.
• Directs patients to the appropriate level of care need and/or resources based on reported symptoms or concerns, including but not limited to: symptom-based concerns, medication questions/refills, referral needs, prior authorization requests, and visit follow-up questions.
• Finds nurse-led solutions to care and/or escalates patient care concerns when appropriate by expressing nursing judgment and clinical knowledge.
• Monitors encounter status and provides follow-up care and education to patients as outlined by the collaborating provider.
• Documents nursing observations, interventions, and evaluations of the care being provided.
• Reports medical information obtained from patients accurately, completely, and in a timely manner.
• Ensures accuracy of the information available within the EMR.
• Advocates for the patient as required.
• Emphasizes attracting, mentoring, and retaining talent through excellent communication, training, and orientation to new nursing personnel after successful completion of a six-month probationary period.
• Provides assistance to the Medication Renewal Center and Patient Advisory Nurse (PAN) as needed.
• Cross-trains to provide float support to all Patient Contact Center Clinical teams as call volumes, in-baskets, patient care, and other business needs dictate.
• Supports Patient Contact Center Virtual physician and nurse in-baskets.

Requirements

• Licensed Registered Professional Nurse (RN) - Indiana (IN) within 1 year (Indiana Professional Licensing Agency - IPLA).
• Licensed Registered Professional Nurse (RN) - Illinois Department of Financial and Professional Regulation (IDFPR).
• College Diploma in Nursing.

About Us

At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected, and empowered, where passion and purpose come together to positively impact the lives of our patients and communities. Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College.

Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

Pay

The compensation range for this position is $33.11 per hour - $53.88 per hour. The actual compensation offered will depend on factors including the candidate’s experience, qualifications, location, training, licenses, shifts worked, and compensation model.

Benefits

Carle Health offers a comprehensive benefits package for team members and providers. To learn more, visit careers.carlehealth.org/benefits.