Provides excellent customer service in all phone interactions.

·         Provides culturally-sensitive, patient-centered care to all MCC patients.

·         Provides nursing care within scope of license and clinic policy and procedures.

·         Conducts assessments and triage of pediatric, adult, and gynecologic medical complaints by phone using evidence-based protocol.

·         Elicits history of present illness and pertinent past medical history to formulate nursing assessment and plan for phone triage.

·         Uses protocol, clinical judgment, and experience to designate an appropriate disposition for patients calling in for medical advice.

·         Documents subjective and objective information as well as a patient plan for each phone triage.

·         Collaborates with patients’ primary care team as needed to coordinate follow-up care.

·         Reviews and follows up Emergency Department and Hospital discharge summaries to facilitate coordination of transition to home.

          Responds to patient requests for lab results, medical questions and questions and concerns regarding disease processes. ·         Retrieves messages from phone mail in a timely manner and responds to patient needs according to medical priority.

·         Follows through in a timely manner on patient requests that come through in electronic inboxes and via patient portal.

·         Sends medication refills per clinic protocol.

·         Orders medications such as emergency contraception per standardized procedure.

·         Assists in the development, maintenance, revision and evaluation of clinical workflows.

·         Reacts in a positive manner to patient concerns; remains calm and displays empathy.

·         Works cooperatively with other staff and departments to problem resolve conflicts and improve workflow.

·         Maintains patient confidentiality.

·         Participates in required meetings.