Communications, PRIME Callback Queue Provider

This is a fully remote position, open to applicants in Texas.

📋 Description

• Evaluate clinical messages directed by Communications Advocates via the phone system.

• Return calls from patients concerning clinical inquiries, treatment issues, and follow-up requirements.

• Review patient charts, apply clinical judgment, reach out to pharmacies, and provide follow-up instructions.

• Assess medication requests and rectify appropriate prescription errors and clarifications.

• Identify issues that necessitate the original treating provider's input and escalate Workers’ Compensation prescriptions needing authorization or administrative assistance.

• Document callbacks, suggestions, unsuccessful contact attempts, clinical decisions, patient communications, medication actions, and transitions in Touchworks or the designated patient record.

• Coordinate work notes and lab reports through the NLUC Provider Group Chat in RingCentral.

• Oversee and manage assigned PRIME provider worklists and provider-level requests that do not necessitate a new patient visit.

• Handle medication refill requests, prescription clarifications, pharmacy transmission failures, and necessary prescription corrections.

• Review and finalize clinically appropriate administrative forms, paperwork, and requests requiring provider completion or signature.

• Analyze time-sensitive and critical laboratory or imaging results, communicate necessary actions, and arrange for escalation or follow-up.

• Route courtesy reminders for relevant noncritical imaging results that coincide with upcoming follow-up visits.

• Assist with workflow inquiries related to controlled substance agreements while ensuring the treating provider signs the CSA.

• Direct matters needing evaluation, a scheduled visit, or ongoing management back to the treating provider or appropriate PRIME team.

• Prioritize urgent or time-sensitive requests and complete assigned tasks during designated shifts.

• Collaborate with PRIME providers, virtual assistants, care navigators, Communications Advocates and Leads, as well as operational or clinical leadership.

• Transfer unresolved issues and promptly escalate out-of-scope, patient-safety, or workflow concerns.

• Support the general callback queue when Communications CBQ tasks are up to date.

• Report technical challenges and operational obstacles to department leadership.

• Provide timely and comprehensive responses throughout scheduled shifts.

• The estimated Communications CBQ volume is around 8–12 issues per hour, depending on complexity.

⛳️ Requirements

• Current Next Level Urgent Care provider in good standing.

• Valid active professional licensure and authorization for assigned clinical services.

• Capability to independently assess clinical requests and identify cases that require treating-provider follow-up.

• Strong clinical judgment, documentation, communication, and time-management abilities.

• Familiarity with Touchworks and applicable NLUC/PRIME clinical workflows.

• Must adhere to HIPAA, privacy requirements, professional licensure limitations, and current departmental workflows.

• Must operate within assigned queue and scope of practice.

• Must comply with PRIME prescribing protocols and organizational medication guidelines, including relevant ADHD and testosterone directives.

• Must be available for assigned scheduled shifts and utilize the appropriate Paylocity or PRIME scheduling and timekeeping process.

🏝️ Benefits

• Optional Communications CBQ shifts available seven days a week, which do not count toward required monthly clinic shifts.

• Options for 3-, 6-, 9-, or 12-hour PRIME CBQ signups.

• Remote work through approved systems.

• Personal or issued NLUC laptop may be utilized.

• Recommended use of a compatible headset.

• Corporate office workspace may be accessible.

• Clinic workspace subject to coordination.

• Training and orientation for remote phone operations, Touchworks, timekeeping, callback workflows, documentation, escalations, PRIME worklists, clinical documentation systems, task routing, results review, and PRIME-specific escalation procedures.