Job Description Job Description
Position Summary The Triage Licensed Vocational Nurse (LVN) serves as a primary clinical communication and coordination resource for patients contacting the OB/GYN practice with medical questions, symptoms, medication concerns, test-result questions, pregnancy-related concerns, and postoperative issues.
The Triage LVN gathers and documents patient information using established clinical protocols, identifies situations requiring prompt provider review, communicates provider instructions to patients, coordinates follow-up care, and helps ensure patient concerns are addressed in a timely and professional manner.
The Triage LVN does not independently diagnose medical conditions, prescribe treatment, or perform duties outside the LVN's authorized scope of practice.
Primary Responsibilities Receive and manage incoming clinical telephone calls, patient portal messages, and other clinical communications.
Obtain and document the patient's chief complaint, symptoms, duration, severity, relevant medical or obstetrical history, medications, allergies, and other information required by established protocols.
Follow physician-approved triage protocols and standing procedures when gathering information and routing patient concerns.
Identify reported symptoms or circumstances requiring immediate escalation to a physician, advanced practice provider, RN, emergency department, or emergency medical services according to established protocols.
Promptly escalate urgent or potentially emergent patient concerns to the appropriate licensed provider.
Communicate physician or advanced practice provider instructions to patients accurately and document the communication in the EHR.
Schedule or facilitate appropriate same-day, urgent, routine, or follow-up appointments according to provider instructions and office protocols.
Maintain appropriate documentation of all triage communications, actions taken, provider notifications, instructions given, and patient responses.
Obstetrical & Gynecological Triage Receive and assess patient-reported OB/GYN concerns, including vaginal bleeding, pelvic or abdominal pain, contractions, leaking fluid, decreased fetal movement, urinary symptoms, vaginal infections, medication concerns, abnormal bleeding, and postoperative or postpartum symptoms.
Gather and document relevant symptoms and clinical information using established triage protocols.
Recognize urgent or potentially emergent concerns and promptly escalate them to the physician, advanced practice provider, or emergency services according to practice protocols.
Communicate provider instructions, coordinate appropriate appointments and follow-up care, and accurately document all patient communications in the EHR.
Postoperative and Procedure Triage Provide telephone and portal support for patients following surgery or office procedures.
Obtain and document information concerning:
Pain severity and pain-control concerns.
Bleeding.
Fever or chills.
Incision redness, drainage, swelling, or separation.
Nausea and vomiting.
Difficulty urinating.
Bowel concerns.
Medication questions.
Other postoperative symptoms.
Immediately escalate symptoms meeting established urgent or emergency criteria.
Medication Management Process prescription refill requests according to established office protocols and provider authorization.
Verify medication name, dose, pharmacy information, allergies, and other required information.
Route medications requiring provider approval to the appropriate provider.
Communicate provider-approved medication instructions to patients.
Assist with medication prior authorizations when assigned.
Document medication-related communications in the patient's medical record.
Identify and escalate reported medication reactions or significant side effects.
Laboratory and Diagnostic Results Review incoming results according to established office workflow.
Route abnormal or provider-designated results to the appropriate provider for review.
Communicate results and recommendations to patients when specifically authorized by the provider.
Coordinate repeat laboratory testing, imaging, consultations, or follow-up appointments as ordered.
Track unresolved clinical follow-up items when assigned.
Document all patient notifications and follow-up activity.
Patient Messages and EHR Responsibilities The Triage LVN is responsible for maintaining an organized clinical message workflow.
Responsibilities include:
Reviewing assigned clinical inboxes throughout the workday.
Prioritizing messages according to established protocols.
Avoiding unnecessary delays in routing urgent clinical information.
Documenting patient communications accurately and objectively.
Closing or completing messages only after required actions have been addressed.
Following up on outstanding provider instructions when appropriate.
Maintaining accurate documentation of attempts to contact patients.
Protecting patient confidentiality in all electronic, telephone, and written communications.
Emergency and Urgent Situations The Triage LVN must recognize reported symptoms that may represent an urgent or emergent condition and immediately follow established escalation procedures.
When symptoms potentially require emergency evaluation, the Triage LVN must follow approved practice protocols for escalation to the supervising provider, emergency services, or an emergency department.
The Triage LVN should not delay escalation of potentially serious symptoms while waiting for routine provider review.
Care Coordination Coordinate referrals to specialists when ordered.
Assist with scheduling diagnostic testing and imaging.
Communicate with hospitals, pharmacies, laboratories, imaging centers, and other healthcare facilities as necessary.
Assist with hospital and emergency-department follow-up.
Coordinate postoperative and postpartum follow-up.
Help ensure patients complete provider-ordered testing and follow-up care.
Communicate unresolved clinical concerns to the appropriate provider.
Clinical Support When necessary, the Triage LVN may assist with direct patient care, including:
Obtaining vital signs.
Medication administration as ordered and permitted.
Injections.
Specimen collection.
Urinalysis and pregnancy testing.
Assisting providers with OB/GYN examinations and procedures.
Patient education based on provider-approved instructions and educational materials.
Documentation Standards All triage documentation should include, as applicable:
Date and time of communication.
Patient's reported symptoms and concerns.
Onset and duration of symptoms.
Relevant pregnancy or medical information.
Medications and allergies when clinically relevant.
Information obtained using the applicable triage protocol.
Provider contacted and time of notification.
Provider orders or instructions.
Instructions communicated to the patient.
Patient's understanding or response.
Follow-up actions required.
Attempts to contact the patient.
Documentation must be completed promptly and accurately in the EHR.
Qualifications Current and unrestricted Texas LVN license.
Graduate of an accredited vocational nursing program.
Current BLS/CPR certification.
2 plus years of women's health, telephone triage experience strongly preferred.
Strong knowledge of medical terminology and clinical documentation.
Excellent telephone communication and patient-service skills.
Ability to recognize information requiring immediate provider escalation.
Ability to prioritize multiple patient communications in a fast-paced environment.
Strong organizational and follow-through skills.
Experience using an electronic health record system (EHR).
Ability to maintain patient confidentiality and comply with HIPAA requirements.
Performance Expectations The Triage LVN is expected to:
Respond to patient concerns professionally and compassionately.
Prioritize urgent clinical communications appropriately.
Escalate clinical concerns promptly.
Maintain accurate and timely documentation.
Follow established triage protocols and provider instructions.
Complete assigned patient messages within established practice timeframes.
Maintain effective communication with physicians, advanced practice providers, clinical staff, and front-office personnel.
Demonstrate reliable follow-through on unresolved clinical matters.
Maintain patient confidentiality at all times.
Scope of Practice The Triage LVN performs duties consistent with applicable Texas nursing laws and regulations, practice policies, provider orders, and established clinical protocols.
The Triage LVN does not independently diagnose a patient's condition, prescribe medication, develop an independent medical treatment plan, or independently perform functions outside the LVN's authorized scope of practice.
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