• Respond promptly to each incoming call requiring intervention; if call warrants a triage, the caller’s stated symptoms will be assessed to determine the

appropriate level of care required to safely meet the patient’s medical needs. (Emergent, urgent, non-urgent or home care status);

• When appropriate, provide home care instructions using the approved, written guidelines as well as approved reference material provided;

• Utilize all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule classes or physician appointments, or refer calls

when necessary to the appropriate medical facility, personnel or specialized community service;

• Refer patients to appropriate medical facilities or providers for care, utilizing approved guidelines as indicated by individual client profiles;

• Thoroughly complete documentation utilizing the appropriate computer software in compliance with the approved policies and procedures ;

• Respond to calls, emails and patient portal inquiries from internal and external sources;

• Communicate scheduling matters with other staff and departments

• Ensure HIPAA compliance with managing of patient information and their electronic health record;

• Escalate issues to the appropriate supervisor for resolution, as deemed necessary; (Administrative matters to Call Center Manager and Clinical/ Medical

matters to Nursing Director;)

• Actively participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and periodic

performance/protocol evaluations and development;

• Maintain current nursing skills and knowledge base by attendance of Continuing Education requirements;

• Perform all other duties and tasks as assigned.