RN Care Navigator – Heart Failure Clinic

St. Luke’s University Health Network; East Stroudsburg (Monroe County); On-site; USD 36,000 - 52,000; Full time

Job summary

St. Luke's University Health Network is seeking a compassionate Registered Nurse Patient Service Representative to deliver an exceptional patient experience by answering calls, triaging clinical questions, and guiding test results or prescription refills as appropriate.

The RN will use nursing judgment, act as a clinical resource for team members, and ensure accurate documentation while maintaining patient confidentiality and service excellence across our PA/NJ network.

Qualifications

• Graduate of an accredited nursing program.
• Maintain a valid/current PA nursing license; NJ may be required depending on setting.
• Current CPR certification.

Responsibilities

• Greets all patients with a warm and welcoming tone.
• Demonstrates effective communication using AIDET techniques on every call.
• Verify patient demographic information and accurately enter same into computer system.
• Assist patients in understanding account balances.
• Be familiar with policies of various insurance companies.
• Serves as a clinical resource for other team members or internal customers.
• Prioritize calls, responds to patient communications and routes complete and accurate messages to the appropriate individual.
• Ascertains patient's chief complaints and describes same in chart accurately and succinctly.
• Records drug allergies and present medications, assists with patient education re: diet, medications, etc.
• Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call.
• Handles escalated calls, resolving more complex patient issues independently and in real time whenever possible.
• Research complex clinical issues and work with support resources to resolve patient issues and/or partner with others to resolve escalated issues.
• Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
• Intervene with care providers on behalf of the patient to assist with appointment scheduling or connections with internal specialist for assistance when needed.
• Identify opportunity to develop nurse driven protocols in collaboration with providers.

Skills

Nursing

Patient communication

Customer service

Education

Graduate of an accredited nursing program

PA nursing license

CPR certification

Job description

St. Luke's University Health Network is seeking a compassionate Registered Nurse Patient Service Representative to deliver an exceptional patient experience by answering calls, triaging clinical questions, and guiding test results or prescription refills as appropriate.

The RN will use nursing judgment, act as a clinical resource for team members, and ensure accurate documentation while maintaining patient confidentiality and service excellence across our PA/NJ network.