RN - Clinics and ERs Communications Specialist

Job Summary

The RN Clinical Communications Specialist provides remote medical support by responding to patient and staff inquiries over the phone. The role involves assessing medical requests, offering professional guidance within nursing scope, ensuring accurate documentation, and escalating cases as needed. The specialist plays a key role in delivering safe, timely, and compassionate patient care while maintaining confidentiality and upholding professional standards.

Responsibilities

• Schedule patients' appointments by adding them to our EMR
• Follow up with patients to remind them of their upcoming appointments and verify their insurances prior to their appointment and diagnosis
• Enter patient data into his/her medical records within a timely manner
• Respond to medical inquiries made by patients, insurance companies, third parties or clinics communications specialist
• Contact patients for labs, imaging, and medical prescriptions according to TotalCare's protocol and policies
• Take messages and assign them to the concerned department or providers when needed
• Exceeding patient's expectations by providing exceptional and safe patient care through RN communication
• Assign documents received from medical facilities to the provider after analyzing their urgency
• Adhere to legislative guidelines and the Health Insurance Portability and Accountability Act
• Making recommendations for services that may better suit patients' needs based on provider recommendations
• Detect and promptly address situations that require immediate action such as medical emergencies and suicidal attempts over the phone
• Refill medications electronically according to TotalCare's protocols assigned by providers
• Reach out to providers and pharmacies to ensure continuity of care through multidisciplinary collaboration
• Scan faxes, referral notes, voice mails, medical records (MRs) for any high priority required action
• Assist in getting approvals for Prior-Authorizations (PAs)
• Assist the communications team during very high-volume calls and/or in crisis mode in taking calls, re-scheduling or any other task
• Take part in training and other learning opportunities to expand knowledge of US laws and policies
• Handle stressful situations with elegance and grace
• Demonstrate courtesy and respect to all patients and team members in every interaction

Requirements & Qualifications

• Bachelor's degree in Nursing (is a must)
• 1 to 2 years of experience a related field
• Proficiency in English, writing and speaking
• Schedule flexibility

Competencies & Skills

• Clinical Judgment and Decision Making
• Communication and Active Listening
• Patient Care and Service Orientation
• Professionalism and Confidentiality
• Teamwork and Collaboration
• Adaptability and Stress Management
• Attention to Detail and Documentation