JOB OBJECTIVE

Under the general supervision of the Medical Director or Nurse Manager, the Clinical Agent will be provide nursing care to patients by way of limited patient assessment via telephone, assisting with appointment coordination, and collaboration with others within and outside the organization. Primary objective is to engage with patients and improve coordination of care. 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The Clinical Agent is responsible for performing the following duties:

• Monitors and responds to patient inquiry calls.
• Assists with the evaluation and assessment of patient's health care needs based on patient's signs and symptoms utilizing established triage protocols and guidelines. 
• Effectively and efficiently uses clinical decision-making tools and algorithms.
• Reports accurate medical information to assist provider with decision making.
• Appropriately identifies patients with urgent needs and triages them with a provider to refer either to the emergency department or urgent care for evaluation.
• Provides appropriate health advice within the scope of their licensure/certification to patients who do not require immediate in person care with a provider.
•  Documents accurate notes of all conversations and patient interactions in the patient’s EMR.
• Patient Education: Offer educational resources and information to patients.
• Collaboration: Work with other healthcare professionals to ensure comprehensive patient care.
• Schedules appointments for patients who need to see a CDCR provider, consulting with providers as appropriate.
• Assists with supporting patients with medication questions i.e. frequency processing refill requests as dictated by prescribing provider.
• Serve as a clinical resource and professional role model for other staff.
• Communicates appropriately and tactfully with staff, consultants, patients and their families, and the community.
• Provides a timely response to inquiries, which may take place via telephone or alternative communication platforms such as text messaging.
• Participates in staff, training, and other meetings as needed. May be responsible for development of training materials or policies & procedures. Performs other duties as assigned, including scheduling and outreach calls.