Job description

Planned Parenthood

Working at Planned Parenthood Great Northwest, Hawai’i, Alaska, Indiana, Kentucky is more than a job. It provides the opportunity to contribute to our powerful mission and perform meaningful work.
In healthcare services, this means a commitment to
providing the absolute best in patient care and education. Our exceptional health center staff drives our mission forward by upholding our acclaimed customer service & confidentiality standards, and working to create a safe, judgement-free space for anyone seeking Planned Parenthood services.
As an organization, we are focused on equity, diversity, and inclusion. Specifically, we recognize that profound racism impacts the education, health and wellbeing of people in our communities, and we are actively working to address all forms of oppression. We believe our employees should reflect the diversity of the populations we serve, including racial and ethnic diversity. People of color are strongly urged to apply.

About the role: Clinical Research Triage RN:
Under the supervision and direction of the Director of Health Services (DHS) and the Contact Center Manager, manages communications of clients or potential clients related to health concerns or need for health services in a customer oriented, cost effective, medically appropriate manner, in accordance with PPGNHI Medical Standards and Guidelines; incorporates those functions into the overall operations and improvement of the agency.

This is a full-time Union/Remote position. Monday- Friday 1.0FTE 37.5 hrs/week This position can be filled in any of our 6 states.

Compensation: PPGNHAIK's compensation philosophy is based on equity and transparency. Starting offers are determined by both the candidate's directly applicable experience and internal equity within the pay grade. The pay range is $33.83 to $46.64 paid (annually or hourly).

What you’ll be doing:
Triages incoming communications from clients or potential clients per Agency protocol including but not limited to history assessment, patient information and education, notification of lab results, assessment of symptoms, prescription refills, referrals to same day, urgent, emergent or otherwise appropriate health care resources. Initiates treatment, under standing orders for limited scope of services in accordance with PPGNHI Medical Standards and Guidelines. Documents in medical record and practice management systems; schedules appointments as needed.

Communication Management and Nursing Responsibilities:

• Provides quality and efficient telecommunication or electronic customer service to internal and external customers.
• Provides appropriate, medically accurate, patient education in support of all services offered by PPGNHAIK
• Provides professional and comprehensive nursing assessment, evaluation, education, and advice to patients within PPGNHAIK protocols.
• Checks messages and communications via printer, fax, email, EPM task manager and EMR inbox at least every half hour to triage patient communications and respond to the patient by the end of the day.
• Checks non-emergency voicemail box every 2 hours and responds to patient by the end of the day.
• Triage calls appropriately based on PPGNHAIK needed.
• Communicates prescriptions to pharmacies to refill prescriptions or to initiate treatment under standing order as allowed by protocols.
• Documents interventions and education in the EMR of established patients using standard medical guidelines, abbreviations, and EHR documentation standards.
• Enters accurate data into the Agency’s Practice Management and EHR systems.
• Demonstrates proficiency in the use of PPGNHAIK Practice Management System.
• Demonstrates proficiency in the use PPGNHAIK EHR system.
• Manages communications in a professional, systematic, and organized manner.
• Meets or exceeds contact center metrics for telecommunication and electronic triage of client contacts.
• Maintain knowledge of the PPGNHAIK Medical Standards and Guidelines
• Receive, manage, and direct calls in accordance with call management protocols including but not limited to:
• Route calls to appropriate department for continued assistance as necessary.
• Maintain knowledge of and utilize scheduling downtime procedures.
• Communicate requests and respond accurately using the appropriate procedures for contacting health centers and/or health center staff.
• Maintain thorough knowledge and understanding of the health operations of PPGNHAIK in order to answer questions and direct calls correctly and appropriately.
• Complete quality assurance monitoring tools as specified for the department.
• Train or precept float/ per diem RN or Clinician employees who rotate when requested
• Act as a role model and resource in nursing care and in the development of improved nursing triage systems.
• Act as a medical resource for contact center staff
• Conduct in-service education for non-licensed, contact center staff, upon request, on birth control methods, STIs, and various reproductive health topics.
• Assist Director of Health Services in developing policy and procedures that promote teamwork, quality of nursing care, and enhance customer service.
• Notify the appropriate contact person when issues or problems arise. Follow chain of command
• Make sound decisions and demonstrate the ability to handle stressful, sensitive, and/or challenging situations appropriately.
• Accept, learn from and integrate feedback from knowledgeable persons regarding effectiveness of own communications.
• Actively and positively strive to implement the goals of the contact center and clinical services.

Affiliate wide expectations:

• Adheres to the PPGNHAIK code of conduct and all policies, procedures, and protocols.
• Demonstrates and maintains a high degree of professionalism.
• Takes action to support the affiliate’s commitment to equity, diversity, and inclusion.
• Supports and acts in accordance with the PPGNHAIK customer service standards.
• Values continuous learning and seeks ongoing training and development.

Supervisory Responsibilities:
None.

Education:
RN

Experience:

• Three years of experience in Women’s Healthcare with one year experience in reproductive healthcare.
• Telephone triage experience required.
• Experience in a call center environment preferred.
• Bilingual English/Spanish skills preferred.
• Must be willing to orient in surgical and family planning environment to develop in depth knowledge of health center flow and functionality.
• Excellent verbal, written and interpersonal communication skills.
• Ability to perform multiple tasks at once and work in a fast paced environment.
• Ability to be proactive in team development and problem solving.
• Ability to work autonomously with a set of protocols
• Must be comfortable working in a paperless environment including use of the electronic medical record and practice management systems.
• Ability to use various telecommunications equipment to facilitate interaction with clients; this includes videoconferencing equipment.
• Willing to work flexible hours including evenings and weekends
• Ability to maintain strict confidentiality.
• Ability to communicate effectively with clients and co-workers of all backgrounds.
• Excellent computer skills with knowledge of Microsoft Word, Excel, Outlook, and the Internet.
• Willingness and ability to adapt to change including advances in technology required.

License and Certifications:
Current WA, ID, and AK RN licenses required.
Current CPR certification

Proof of completed COVID-19 Vaccinations and is required prior to starting employment with PPGNHAIK. If selected as the final candidate for this role, you will be required to provide proof of receiving both a current flu vaccination and two doses of the COVID vaccine. Please inform your Talent Acquisition Specialist if you will require an exemption/accommodation. Also, you will be required to provide three references (one from a supervisor and two from coworkers/peers).
Perks: As part of our total rewards package, we offer meaningful work, promotional opportunities, and competitive compensation. Next Steps: Please click apply now below to submit an application and resume. Once your information has been reviewed by our recruitment team, we will reach out by telephone and email to schedule an interview for all qualified applicants. Please continue to check your spam folder for all email communications that may come from our organization.
Equal opportunity employment
PPGNHAIK is an equal-opportunity employer and seeks to recruit people of diverse backgrounds - and to support their retention and advancement within the organization. Justice is one of our core values, and we are committed to fostering a workplace culture inclusive of people with respect to their race, ethnicity, national origin, gender/gender identity, sexual orientation, socio-economic status, veteran status, marital status, age, disabilities, political affiliation, religious beliefs or any other characteristic. Our commitment to justice and diversity also means providing a work environment that is welcoming, respectful and engaging.
Racism deeply impacts the health and wellbeing of our communities, compounding existing disparities and creating intersectional barriers. We strive to name and address these barriers through community engagement and assessment, relevant and effective policy creation, and organizational accountability methods. We support initiatives that address all forms of oppression, however, maintaining an explicit focus on race is essential to advancing equity across our communities. Improving outcomes for people of color will improve outcomes for everyone.

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