REPORTS TO: TRIAGE TEAM LEAD  

RESPONSIBLE AND ACCOUNTABLE FOR:  

• Triage patient calls to appropriate processes. 
• Acting as a liaison between the providers and the patient.
• Assumes the role of patient advocate. 
• Making every effort to remain a flexible, cooperative and supportive member of the RGI office staff.  

  TYPICAL PHYSICAL AND MENTAL DEMANDS: 

• Full range of body motion.  
• Manual and finger dexterity and eye-hand coordination 
• Frequent mobility and/or sitting required for extended periods of time.  
• Some bending, l ifting, and stooping required 
• Normal color perception and corrected visual acuity • Involvement with management of information concerning physician, staff, hospital personnel, and patients.  
• Occasional high stress work may require dealing with angry, demanding patients and/or personnel  

TYPICAL WORKING CONDITIONS: 

• Clean environment in a gastroenterology physicians’ office   

DUTIES AND TASKS INCLUDE, BUT ARE NOT LIMITED TO: GENERAL 

• Keeps all patient information, practice information, and staff information strictly confidential 
• Performs routine work under general supervision 
• Follow established procedure, referring all new or unusual questions/concerns to a manager 
•  Acts as a patient advocate, ensuring a setting that protects the rights of the patient and provides an atmosphere that does not compromise the patient’s physical or mental well-being, safety, or dignity
• Demonstrates knowledge of OSHA, Code Blue, and Fire Safety measures.
• Maintains knowledge of, and complies with, established policies and procedures.
• Attends all required meetings

SPECIFIC

• Deal compassionately, professionally, and courteously with patients, their families, physicians, and fellow RGI staff
• Handle incoming patient calls concerning medical concerns and symptoms for RGI providers.
• The provider (physician/nurse practitioner/physician assistant) is then notified of medical problem (s) either in writing or by phone depending on urgency of problem (s). A response is then called to the patient with the provider’s instructions.
• Identifies an emergency situation and is able to effectively triage problems.
• Call, e-mail, or fax prescription refills or renewals to pharmacies as per provider orders
• Directs the chart to the scheduling department for scheduling of outpatient procedures. 
• Instruct patients on procedures, studies, and consults and send the appropriate instructions to patient
• Under supervision from providers, give results on pathologies, x-rays, and lab studies to patients either verbally, by mail, or LabCall system.
• Consistently shows ability to recognize and deal with priorities.
• Maintains detailed, thorough and accurate documentation of all phone conversations in patient’s record and have signed off by both physician and nurse practitioner, as applicable.
• Communicates relevant information to provider, Manager of Clinical Operations, fellow phone nurses, and all other RGI staff to maintain continuity of care.
• Demonstrates good judgement and reasoning when investigating and solving problems.
• Demonstrates ability to tactfully handle difficult situations.

PROFESSIONAL REQUIREMENTS AND EXPERIENCE: 

• Registered Nurse and/or Licensed Practical Nurse in the state of Pennsylvania with a minimum of 5 years nursing experience. 
• Possesses the ability to deal tactfully and effectively with patient and their families, other employees, and physicians 
• Strong computer and interpersonal skills 
• High level of telephone skills with good communication ability