Registered Nurse (Call Center) - Patient Support

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: http://texashealthaction.org.

This position is primarily REMOTE-Candidates must be based in the Greater Austin, San Antonio or Dallas metro areas as some on site work and meetings will be required. There is a very strong preference for candidates who are bilingual in Spanish. Candidates who identify as bilingual must be able to read, write and speak the language fluently.

We are currently seeking a Patient Support Center Nurse (RN) (Bilingual English/Spanish Prefered) . This role will report to the Patient Access Center Director and Patient Access Center Nurse Manager.

What you would do:

• Core Functions:  
• Talk directly to patients on the telephone or patient portal messaging system and then direct them to home care advice, emergency rooms (ERs), or schedule patients to the clinic during office hours. 
• Meet and exceed Call center Metrics and KPIs. 
• For clinical concerns, determine urgency of seeing the patient based on brief assessment and on familiarity with a patient’s condition and history.  
• Send patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches to ER immediately or arrange for ambulance.  
• Ensure accurate notes of all consultations and treatments are recorded in the patients’ medical record. 
• Arrange clinic appointments for patients who do not need to go to ER but need to see a clinician. Consults with clinicians as needed.  
• Follow organization’s clinical SDOs, policies and procedures when interpreting lab results, sending medication refills or scheduling treatment. 
• Follow Texas DSHS notifiable condition reporting requirements.  
• Act, when designated, in an “Ask a Nurse” capacity, handling routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”  
• Prioritize work tasks and services and completes tasks in a timely manner.  
• Maintain accurate, clear, and concise progress notes, problem lists, and medication lists.  
• Provide patient education regarding disease processes, therapies, and healthful behaviors.  
• Communicate appropriately and tactfully with staff, consultants, patients, partners, and community.  
• Reduce conflict and increase patient satisfaction whenever possible through timely response to calls. 
• Actively engage in a quality improvement culture within department/organization and participate in identified quality improvement activities. 
• Participate in staff, planning, in-service, and other meetings as needed.  
• Perform other duties as assigned.  
• Perform nurse lead phone appointments as indicated in SOP/SDO for PEP, PrEP and Treatment of syphilis.  

Compensation

Based on job duties and requirements, this position is placed in salary band 45 with an hourly rate of $32.00-$35.00 per hour non-exempt. Initial placement within this range will be based on hired candidate's qualifications and relevant experience.

Applicant Information:

• Submitting official transcripts, diplomas, certifications, and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.
• The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

How you would describe your skills:

• You have a passion and connection to the communities we serve
• You “love” what you do, you seek to serve mission
• Listening is one of your key strengths
• You love team building
• You feel comfortable with technology and learning new software
• You are the model of the organization’s values and people can readily point to you as an example of how to ‘be'
• You balance People and Process
• You have an attention to detail but can see the big picture
• You value great benefits and a mission driven work culture

Your previous work life and education must include:

• Active RN licensure that is valid in the state of Texas
• 2+ years patient care experience in an outpatient clinic setting

Your previous work life and education ideally include:

• Telephonic patient care experience
• Bilingual English/Spanish
• Experience in HIV testing, HIV services, STI testing, and treatment clinic
• 2+ years of experience in working with diverse populations, including LGBTQ+ and other marginalized populations

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short Term & Long Term Disability
• Training & Development
• Family Leave (Maternity, Paternity)