Welcoming you to Endless Opportunities

1. Patient Care & Clinical Support
2. Perform patient care activities within the scope of LPN/LVN practice and applicable regulations.
3. Assess and address patient concerns through telephone and electronic communication channels.
4. Document patient interactions accurately in the Electronic Medical Record (EMR).
5. Report unusual findings and patient concerns to the Registered Nurse or appropriate healthcare provider.
6. Contribute recommendations and observations to support patient care planning.
7. Ensure care is delivered in accordance with age-specific and individualized patient needs.
8. Telephone & Electronic Message Management
9. Manage incoming telephone calls, patient portal messages, and email communications within the scope of practice.
10. Utilize department-approved tools, including SmartPhrases and escalation protocols.
11. Triage and route clinical and non-clinical inquiries appropriately.
12. Escalate urgent or complex issues according to established procedures.
13. Provide timely and professional responses while maintaining patient confidentiality.
14. Communication & Collaboration
15. Utilize effective communication strategies to achieve positive patient and operational outcomes.
16. Follow established chain-of-command procedures and escalation pathways.
17. Collaborate with providers, nurses, and other departments to resolve patient concerns.
18. Support coordinated care and continuity of services across departments.
19. Demonstrate a professional and supportive attitude in all interactions.
20. Problem Solving & Quality Support
21. Participate in problem identification and resolution efforts.
22. Support process improvements and contribute new ideas when appropriate.
23. Work collaboratively with other departments to resolve member and patient concerns.
24. Assist in maintaining efficient clinic operations and patient satisfaction.
25. Leadership & Team Support
26. Mentor and orient new staff members as assigned.
27. Support skill development and behavioral learning initiatives within the team.
28. Prioritize and coordinate assigned work to ensure timely completion of patient care activities.
29. Promote teamwork and a positive work environment.
30. Compliance & Regulatory Responsibilities
31. Adhere to all organizational policies, procedures, and standards of practice.
32. Maintain compliance with state, federal, and local regulations.
33. Follow patient privacy and confidentiality requirements.
34. Ensure accurate documentation in compliance with regulatory and organizational standards.
35. Support quality improvement and patient safety initiatives.
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1. Current Licensed Practical Nurse (LPN) or Licensed Vocational Nurse (LVN) license in the applicable state.
2. Previous ambulatory care, outpatient clinic, or physician practice experience.
3. Experience using EPIC Electronic Medical Record (EMR).
4. Strong verbal and written communication skills.
5. Ability to manage telephone and electronic patient communications effectively.
6. Knowledge of nursing practices, patient care, and clinical documentation.
7. Strong organizational, multitasking, and problem-solving abilities.
8. Ability to work effectively in a team-oriented healthcare environment.

• Telephone triage or telephone messaging experience.
• Experience working in a high-volume ambulatory or outpatient setting.
• Familiarity with SmartPhrases and EMR-based communication tools.
• Experience supporting specialty care or multi-provider clinic environments.
• Knowledge of patient workflow management and care coordination processes.

1. Current LPN/LVN License (Required)
2. Basic Life Support (BLS) Certification (Preferred or Required based on facility policy)
3. Additional ambulatory care, care coordination, or specialty nursing certifications are a plus.

Education: Bachelors Degree