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Licensed Practical Nurse, Seattle, WA

Neighborcare Health


Seattle, WA

March 7, 2018

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The Patient Contact Center (PCC) at Neighborcare Health seeks to provide excellent customer service and patient engagement to low-income and underserved populations in a virtual call center setting. The PCC is seeking two (2) Licensed Practical Nurses (LPNs) under the direction of an RN Clinical Practice Manager to be part of the care team by responding to patients’ questions about their health care and health status through telephone calls. This position requires individuals to respond to patients in a manner that results in an exceptional customer experience, including being able to resolve clinical questions in one call, helping patients navigate the Neighborcare Health system, and providing consistent and accurate information that helps to advance patient care and understanding.

In addition to patient advocacy, LPNs will lead project initiatives aimed at reducing the cost of care and closing quality gaps in the Contact Center, collaborating closely with the Quality team in implementing programs and processes. The LPNs in the PCC will be the clinical leads for Contact Center Representatives who are responding to administrative patient calls. LPNs will provide guidance and mentorship to the Contact Center Representatives, as well as overall recommendations about PCC standard operating procedures as related to clinical calls.

Successful LPNs in this role will be expected to have a mindset of continuous quality improvement and demonstrate a high degree of adaptability, productivity, and reliability. They will possess effective interpersonal, communication, and customer service skills for both face-to-face and telephone interactions with patients, medical staff, and team members. They must be able to learn new processes, procedures, and software programs quickly, while demonstrating attention to detail and accuracy in their daily work.

Essential Job Functions and Duties:

  • Adhere to Neighborcare Health’s clinical protocols, policies and procedures
  • Provide clinical leadership in the Patient Contact Center
  • Handle a high volume of calls from patient about their health care status.
  • Document and manage appropriately patient information in the electronic health record to ensure smooth care coordination between care team members.
  • Resolve patient requests in one call/contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion.
  • Provide thought leadership about how to implement programs related to closing quality gaps and reducing cost of care, including collaborating with the Quality team.
  • Guide the creation of standard operating procedures and scripting related to clinical calls
  • Schedule appointments in the EHR, as appropriate for ongoing patient care.
  • Is a knowledgeable resource to patients via telephone interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services.
  • Adhere to contact center processes and workflow with an attention to quality improvement.
  • Meet or exceed contact center performance standards and measure with a focus on quality, accuracy, and timeliness.
  • Achieve and maintain a productivity standard.
  • Comply with the Neighborcare risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents.
  • Observe principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients and co-workers.
  • Demonstrate professional demeanor in appearance/ behavior in all work-related interactions.
  • Participate and complete the required training program including annual Safety training and all required HIPAA and Compliance training.
  • Attend and participate in staff meetings as needed.
  • Effectively performs a variety of other assignments as may be required

Required Experience

  • Current, unrestricted license in the state of Washington as a licensed practical nurse (LPN) required.
  • Two (2) years of ambulatory healthcare experience preferred
  • High familiarity with electronic health records (EHRs).
  • Demonstrate clinical knowledge and technical skills.
  • Excellent telephone and written communication skills as well as listening skills and ability to demonstrate tact and patience with callers.
  • Ability to analyze and solve complex problems with minimal supervision.
  • Strong organizational and time management skills
  • Ability to collaborate and coordinate work with other care team members.
  • The ability to meet, and exceed performance targets
  • Ability to develop successful interpersonal and professional relationships with leaders, clinical and non-clinical staff.
  • Ability to communicate effectively and respectfully with people of varied racial, educational, and socio-economic backgrounds.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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