Patient Communication and Follow-up Nurse
POSITION: Patient Communication and Follow-up Nurse
RESPONSIBLE TO: VCC Manager-Telehealth
SUMMARY: Virtual Care Center (VCC) Nurse will sign-off labs, create follow-up plans, and assist the VCC Clinician in clinical follow-up duties. They will notify patients of abnormal test results and track the status of treatment plans and referrals according to PPRM Medical Standards and Guidelines, including navigation of breast and medical-follow-up. The VCC Nurse will be the primary contact and navigator for routine abortion follow-up care and assist in Abortion Services with specific abortion follow-up care. This position is hourly, non-exempt.
QUALIFICATIONS:
•Must have an unencumbered RN license and be licensed, or have the ability to be licensed, in all states that PPRM operates in.
•Reliable transportation and valid driver’s license.
•Must have excellent customer service, communication, typing and organizational skills Knowledge of PPRM’s Medical Standards and Guidelines preferred.
•Knowledge of reproductive health care preferred.
•Knowledge of abortion care preferred.
•Experience working with sensitive patient information required.
•Experience delivering sensitive information or results to patients required.
•Strong computer skills and ability to navigate all Microsoft Suite applications required.
•Experience with NextGen or other electronic health records system is preferred.
•Ability to perform multiple tasks at once and work in a fast-paced environment.
•Spanish speaking preferred.
Essential Functions:
•Adhere to procedures and requirements regarding the notification and follow-up of normal and abnormal lab results as outlined in PPRM Medical Standards and Guidelines
•Learn and stay current on all relevant protocol requirements
•Coordinate, log and sort incoming abnormal lab results and consult with clinician regarding plans as needed
•Initiate telephone and written correspondence to patients regarding results and treatment plans
•Effectively and accurately communicate abnormal laboratory results to patients and explain the treatment plan
•Determines and documents appropriate plans of care for all incoming lab results, both normal and abnormal.
•Acts as support for routine abortion follow-up care and assists the Ultrasound and Abortion Care Manager in other abortion follow-up care.
•Make initial contacts for all quantitative Hcg results
•Provide nonjudgmental counseling to patients by offering information and/or referrals on reproductive and sexual health issues
•Demonstrates excellent customer service to both internal and external customers by working towards a positive outcome with any problems encountered.
•Document accurately, appropriately, and efficiently all telephone interactions with patients and complete, accurate and timely medical record chart note documentation.
•Demonstrate ongoing proficiency in Electronic Health Records (EHR) and Electronic Plan Management (EPM) systems.
•Create appropriate follow-up plans for laboratory results as defined by PPRM’s Medical Standards and Guidelines
•Daily review of the Provider Approval Ques (PAQ) to includes accepting and signing off on normal and abnormal laboratory results as defined by PPRM’s Medical Standards and Guidelines
•Assist with scheduling patient appointments as needed
•Run NextGen reports and complete appropriate follow-up management
•Send correspondence to patients via mail and Patient portal
•Maintain average call time and volume as defined by program guidelines.
•Serve as a resource to PPRM staff regarding follow-up information
•Assist Clinical Quality and Risk Management Team with related quality assurance functions such as performing chart audits, reporting deficiencies and developing corrective action plans
•Assists in answering patient questions received via the Patient Portal
•In collaboration with the Patient Care Coordinator, VCC Clinician and VCC Manager-Telehealth, ensure that support staff is following all PPRM policies and procedures and the Medical Standards and Guidelines, to ensure timely and accurate follow-up notification.
•Completes all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs such as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Administration) and CLIA (Clinical Laboratory Improvement Act).
•Perform mandatory STI reporting to Colorado, Nevada, Wyoming and New Mexico State Departments of Health, when indicated
•Assist Clinical Quality and Risk Management Team with creation and implementation of Electronic Medical Follow Up systems.
•Participates in abortion services (participation can include referrals, information, education, counseling, performing, scheduling, etc.)
•Participates in the on-call program.
•Other duties as assigned by supervisor
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Background Check Required
Planned Parenthood of the Rocky Mountains is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.