Enterprise Central Scheduling/Triage RN (40hrs/week - day shift)

Health Partners Plans; New Jersey; On-site; USD 65,000 - 90,000; Full time

Job summary

Health Partners Plans seeks a Nurse Scheduling & Triage Specialist to assist with patient appointment management, triage via telephone, patient portal and EHR, and coordination with primary and specialty providers. You will schedule in-person and telehealth visits and respond to messages requiring nurse assessment.

The role emphasizes delivering clinical guidance, ensuring safety and HIPAA compliance, and continuously improving scheduling processes. A BSN is required.

Qualifications

• Accuracy and Attention to Detail - ability to process information with high levels of accuracy.
• Analytical Thinking - ability to analyze and identify root causes and craft solutions.
• Calendaring - use of office electronic calendaring software.
• Customer Interaction - skills for communicating with customers.
• Customer Service Management - maintain an environment with strong internal/external service.
• Decision Making and Critical Thinking - analyze situations and reach productive decisions.
• Effective Communications - convey information clearly and accurately.
• Information Capture - identify and document business information.
• Leadership - guide and motivate teams.
• Listening - effective listening to gather and apply information.
• Relationship Management - build healthy working relationships.
• Teamwork - value and practice teamwork.

Responsibilities

• Interact with co-workers and staff consistent with Jefferson values.
• Collaborate with Central Scheduling team, including nurses, intake reps, providers, clients and outside peers.
• Assess clinical issues and triage to appropriate provider based on protocols.
• Uphold scheduling, registration proficiency, HIPAA and safety regulations.
• Assess patient electronic communications (MyChart) and forward urgent/non-emergent concerns to providers.
• Escalate patient complaints and seek process improvements for scheduling, registration, referrals, and customer service.
• Assist in hiring and training nurses, monitor progress, and coach staff.
• Monitor queue and inform Nurses about calls waiting and abandonment rates.

Skills

Accuracy and Attention to Detail

Analytical Thinking

Calendaring

Customer Interaction

Customer Service Management

Decision Making and Critical Thinking

Effective Communications

Information Capture

Leadership

Listening

Relationship Management

Teamwork

Education

Bachelor's Degree BSN

Job description

Number of Positions in Requisition

1

Job Details

Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, MyJeffersonHealth patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.

Job Description

Summary

Assist with the management and assessment of patient requests for appointments, clinical symptom management and triage via telephone, MyJeffersonHealth patient portal and electronic communications via the Electronic Health Record. Review and respond to patient, provider and staff messages requiring nurse assessment, triage, and resolution. Provide clinical guidance in coordination with patient primary care and specialty providers. Coordinate scheduling for patients requiring in person and telehealth visits.

Job Duties

Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.

Work with team members within Central Scheduling, including but not limited to: nurses, central scheduling representatives, providers, clients and outside peers.

Ability to understand clinical issues and apply appropriate decision making skills, and knowledge, by analyzing or triaging situations fully and accurately to reach productive decisions , utilization of clinical protocol, to ensure consistency and safe practice.

Uphold scheduling and registration proficiency, accountability and adherence to policies, standards of care, safety, HIPPA and security regulations. Assist in the formulation of targets for representatives.

Assess Jefferson and Non- Jefferson clients, who have submitted electronic communication, via Jefferson Health / My Chart regarding current concerns and symptoms, and determining urgent and non-emergent situations, and forwarding to the appropriate provider, to properly assist the patient.

First line of patient complaint escalation. Consistently looking for ways to improve processes and solve patient problems in appointment scheduling, registration, referral management, outreach and customer service delivery.

Assist in hiring and training nurses, monitoring representative progress, and coaching staff to cultivate the knowledge and skills needed to provide excellent service to patients, physician and payers.

Monitor queue and track inbound and outbound calls. Apprise Nurses of calls waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback.

Minimum Qualifications Bachelor's Degree BSN

• Accuracy and Attention to Detail - I0960

  Understanding of the necessity and value of accuracy and attention to detail, ability to process information with high levels of accuracy.

• Analytical Thinking - I1020

  Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

• Calendaring - TAD460

  Knowledge of and ability to use office electronic calendaring software and capabilities.

• Customer Interaction - TCS060

  Knowledge of and ability to utilize practices, tools, and techniques for communicating with a customer.

• Customer Service Management - M0200

  Knowledge of and ability to utilize tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers.

• Decision Making and Critical Thinking - I0700

  Understanding of the issues related to the decision-making process, ability to analyze situations fully and accurately, and reach productive decisions.

• Effective Communications - I0480

  Understanding of effective communication concepts, tools and techniques, ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

• Information Capture - B1080

  Knowledge of the processes and the ability to identify, capture and document relevant business information in an auditable, organized, understandable and easily retrievable manner.

• Leadership - M0050

  Ability to work with a group to set its objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement.

• Listening - I0650

  Knowledge of effective listening issues and techniques, ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.

• Relationship Management - I1010

  Ability to establish and build healthy working relations and partnerships with clients, vendors, and peers.

• Teamwork - I0950

  Understanding of the necessity and value of teamwork, ability to work effectivel