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Registered Nurse (RN), Telephonic Care, Call Center in Lenexa, KS at Quest Diagnostics

Date Posted: 2/8/2019

Job Snapshot

  • Employee Type:
  • Location:
    Lenexa, KS
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Schedule: Typically will work Monday - Friday, but some weekends time may be necessary. 8 hr shifts between the hours of 7:00 am and 7:00 pm.

Basic Purpose:

The primary purpose of this position
is to provide telephonic Chronic Care Management Patient Care services as an
extension of a the clinical
staff of physician practice s and manages for patients who have 2 or
more chronic health
conditions.  This role provides a range
of care coordination services, including ongoing health interviews, care coordination
with family members and other caregivers, identifying and providing community
resources, and working with community services to ensure access to care, and

Duties and Responsibilities:

Major functions of the position:

Conducts initial introductory and regularly
scheduled monthly outreach calls with assigned patients participating in Chronic
Care Patient Care Services.  Phone calls
may include assessment of overall health status, medication reconciliation, order
review from the referring physician, and formulation of a plan of care under
the direction of the patient’s primary provider.

Will utilize a proprietary application
and systems to guide interaction with patient over the phone.

Will describe the CCM program and it’s
benefits to patients and encourage participation in program as recommended by
primary care provider.

Communicate with referring
provider/office when appropriate.

Provides clinical judgment and critical
decision-making outside of provided script when appropriate, based upon the
signs and symptoms disclosed by the patient.

Makes determination to involve or
escalate to a group lead or supervisor when clinically indicated.

Will utilize a proprietary application
and systems to view the patient’s plan of care, and follow supplied scripts to
guide the monthly patient interviews., gaining participation from a member in a
variety of programs and assisting in a variety of medical related support tasks
under the general supervision of the referring physician.

Handles all inquiries via phone, email
and other electronic communication, and documents results of patient calls in a
timely and effective manner, providing a high level of customer satisfaction
both internally and externally.

Captures information gathered during
telephone calls with patient within an online system in a timely and accurate
manner.  Maintains
accurate, complete, and legible records.

resolution on routine to moderate issues and is responsible for providing a
professional response back to all internal/external stakeholders. 
Identifies situations were escalation may be required to a group lead
or supervisor for resolution.(already addressed above)


established protocols for reporting and documenting client issues or concerns
around access to care, transitions of care and care coordination.


severe issues that fall outside of typically duties to appropriate parties for
resolution. Adheres to department quality and responsiveness standards.   


to the needs and requests of clients and ExamOne management and staff in a
professional and expedient manner.


and complies with federal, state and local laws, including but not limited to


all compliance policies and safety policies and procedures. as outlined in
the ExamOne Safety Manual or safety matters included in other special training.


manages an assigned outbound call volume, and successfully controls the
conversation and flow of the interview to meet time requirements.  Utilizes effective redirection skills without
offending the patient and maintaining focus on patient needs.

builds relationships with assigned patients and provider offices.

standard operating procedures to perform daily tasks.

to monitor and meet individual monthly scorecard metrics.

Supervisor Exercised: