Telephone Triage Nurse (Clinical Care Advocate) at Spine Team Texas

The Spine Team Texas Clinical Care Advocate is responsible for providing post invasive surgery assistance by telephone for the Medical staff by taking incoming calls from patients regarding patient care questions, medications, etc This position must comply with all HIPAA regulations at all times. This position requires the full understanding and active participation in fulfilling the mission of Spine Team Texas. The Clinical Care Advocate reports directly to the CCA Project Manager. This position requires someone to be able to handle a high patient call volume consistently.

• LVN License or NRCMA with proven extensive clinical experience in Spine Orthopedic or Pain Management.
• Preferred experience in Clinic, Ambulatory Surgery Center including but not limited to Orthopedic, Spine or Pain Management.
• Excellent written and oral communication skills, including the ability to effectively present information to senior management.
• Excellent organizational ability.
• Possess the ability to plan and execute work projects.
• Possess the ability to work productively, either independently or with other individuals.
• Proficient in communicating in the English language both written and verbally.

Spine Team Texas Attributes
In order for Spine Team Texas to meet the goals expressed through the company mission statement, it is imperative that all employees possess the following attributes:

• Knowledge – The blending of job-related education, skills and experience.
• Quantity – Level of satisfactory output generated in position per unit time.
• Accuracy – Absence of errors.
• Judgment – Capacity to make reasonable decisions.
• Innovation – Imagination and creativity used to better position.
• Appearance & Habits – Personal habits, grooming, uniform / clothing.
• Orderliness – Organization of the individual’s work and work area.
• Courtesy – Respect for feelings of others. Politeness on the job.
• Cooperation – Willingness to help others accomplish their objectives.
• Initiative – Voluntarily starting projects. Attempting non-routine jobs and tasks.
• Reliability – Dependability and trustworthiness.
• Perseverance – Steadfast pursuit of job objectives when faced with unexpected obstacles.
• Stability – Even temperament. Acceptance of unavoidable tension and pressure.
• Alertness – Ability to quickly understand new information and situations.
• Professionalism – Professional actions, communications and attitude.
• Team work – Ability to work in a team for the betterment of staff, patients, and the Company.
• Observance – Observance of Company policies and procedures.
• Attendance – Consistent adherence to work schedule.

Job Responsibilities:
It is the responsibility of the Telephone Triage Nurse to assist all Medical staff by addressing all questions, concerns, etc… with patients via the phone and providing the highest level of customer service to all patients. This position is responsible for answering and routing patient phone calls and appropriately documenting messages for personnel. Responsible for ensuring appropriate notations in patient charts regarding phone conversation. This position will provide back-up coverage to the Clinic staff as needed and required. Other duties and responsibilities may be required to assist the Rockwall Practice Manager III with their staffing needs.

Customer Service
All Spine Team Texas employees are required to maintain the highest level of customer service at all times. Employees must always speak in a kind, courteous and professional manner when dealing with a patient/customer or co-worker. Employees are required to fulfill the Spine Team Texas mission of “Offering an Unparalleled Patient Experience!” All employees must exhibit a spirit of cooperation and positive attitude. Professionalism is to be maintained at all times.

Team Concept:
Spine Team Texas was founded on a team concept approach. To build and enhance the team, each employee must contribute positive interaction, promote value and be a “team-player” not only for their unit or department, but for Spine Team Texas as a whole.

Physical Requirements and Work Environment:
Must be able to sit for long periods of time and work in a well-lit, air-conditioned office environment. Must have ability to lift a minimum of 5 pounds. Must be able to work under pressure. Tasks involve no exposure to blood or other potentially infectious materials.