Telehealth Nurse

Job description

About Lynn Community Health Center (LCHC):
Lynn Community Health Center (LCHC) is one of Massachusetts’ largest community health centers, delivering comprehensive, high-quality, and affordable care to more than 46,000 patients each year. Located in the heart of the community, LCHC plays a vital role in advancing accessible, equitable healthcare and addressing broader system challenges through innovative, high-impact, cost-effective solutions. Guided by our mission to serve all individuals regardless of ability to pay, our work is rooted in our core values of Respect, Accountability, Teamwork, Compassion, Justice, and Excellence.
POSITION SUMMARY:
The telehealth Nurse is primarily responsible for managing urgent and emergent patient calls. This includes establishing personal rapport with potential and actual patients and other people in a position to understand care requirements, as well as triaging calls according to guidelines and in a manner that promotes and assists with restoration of patients' health and scheduling, coordination of care, and follow-up as needed. The telehealth nurse will assist with overall nursing support calls including and not limited to the management of provider-to-provider call, skilled visiting nurse-to-primary nurse calls, pharmacy/lab liaison calls. The telehealth nurse may be required to report onsite for orientation and/or further training as determined by the immediate supervisor.
DUTIES AND RESPONSIBILITIES:
• Anchor LCHC’s telephonic Nurse Line.
• Triage patients using LCHC with medical, mental, behavioral, and dental health emergencies as appropriate and within scope
• Liaise with outside specialists, hospitalists, skilled visiting nurses, and school nurses
• Liaise internally with medical, behavioral health, and dental providers.
• Liaise internally with clinical managers and receptionists.
• Liaise internally with nurses and medical assistants.
• Maintain patient confidentiality at all times.
• Review provider scheduling and suggest changes to the appointment schedule as needed.
• Attend weekly meetings and periodic department meetings.
• Careful documentation of all patient interactions.
• Refill responsibilities as well as Pharmacy Liaison.

Emergency Situations:
• Is aware that in order to respond promptly and appropriately to emergency situations, any staff member may be assigned duties that differ from those in the job description or may be assigned temporarily to a different location.
• Understands that all staff should have a Personal Emergency Plan in place to best respond to his/her job responsibilities should health center emergency arise.

QUALIFICATIONS:
• RN/LPN with Massachusetts License.
• Bilingual, Spanish speaking preferred.
• History of good attendance and positive work attitude.

EXPERIENCE:
• Experience in community health preferred.
• Experience in telephone/video communication with patients preferred

SKILLS & ATTRIBUTES:
CUSTOMER SERVICE:
• Demonstrates an understanding of customer service principles by successfully completing online Customer Service training.
• Utilizes the principles of customer service when interacting with patients/clients, team members and staff from other departments.

CULTURAL COMPETENCE:
• Demonstrates knowledge of culture by successfully completing the online training on Cultural Competence.
• Utilizes an appreciation of and respect for diversity when interacting with patients/clients, team members and staff from other departments.
• Responds appropriately or seeks support when confronted with cultural biases or conflicts.

PHYSICAL AND MENTAL REQUIREMENTS OF THE POSITION:
• Work is performed in an office environment and requires the ability to move around in the office, enter and retrieve data from an electronic system, operate office equipment.
• Ability to move tools and materials weighing less than 10 pounds from one location to another.
• Ability to reason logically and make sound decisions, to consider alternative and diverse perspectives, to communicate effectively both orally and in writing, to remain poised under all circumstances, and to interact effectively with people in a positive manner that produces confidence and trust.
• Demonstrated ability to perform effectively in high-pressure environments, managing multiple complex issues simultaneously while maintaining focus amid distractions and interruptions.
• Demonstrated ability to work independently, exercise sound judgment in decision-making, and perform effectively under pressure, including in emergency situations.

SPECIAL REQUIREMENTS:
• Respect and maintain patient confidentiality in all aspects of care including use of electronic information.
• The essential duties of this position may present risk of exposure to airborne infection, body fluids, and blood borne pathogens.
• Annual bloodborne pathogen training is required.
• Up to date flu immunization and annual TB screening/attestation are required.
• Hepatitis B vaccine and COVID 19 are strongly recommended.
• Results of a background check inquiry must be acceptable under health center standards.