Communications, PRIME Callback Queue Provider

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🔥 1 minute ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🗣️ Communications

👻 Ghost score 12%

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Next Level Medical

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

🏥 Healthcare

👥 B2C

💰 $6M Venture Round on 2020-07

Healthcare • B2C

Next Level Medical is a Texas-based urgent care provider founded in 2013 that offers high-quality, affordable outpatient medical services for non-life-threatening, immediate-attention conditions. They operate walk-in clinics open 9 am–9 pm, seven days a week, treating patients of all ages and serving the Houston, Austin, San Antonio, and Beaumont areas. Specialties include urgent care, general medicine, and immediate outpatient treatments.

📋 Description

• Review clinical messages routed by Communications Advocates through the phone system • Return patient calls regarding clinical questions, treatment concerns, and follow-up needs • Review charts, apply clinical judgment, contact pharmacies, and provide follow-up instructions • Review medication requests and resolve appropriate prescription corrections and clarifications • Identify issues requiring the original treating provider and escalate Workers’ Compensation prescriptions requiring authorization or administrative support • Document callbacks, recommendations, unsuccessful contact attempts, clinical decisions, patient communications, medication actions, and handoffs in Touchworks or the designated patient record • Coordinate work notes and lab reports through the NLUC Provider Group Chat in RingCentral • Monitor and manage assigned PRIME provider worklists and provider-level requests that do not require a new patient visit • Address medication refill requests, prescription clarifications, pharmacy transmission failures, and appropriate prescription corrections • Review and complete clinically appropriate administrative forms, paperwork, and requests requiring provider completion or signature • Review time-sensitive and critical laboratory or imaging results, communicate necessary actions, and arrange escalation or follow-up • Route courtesy reminders for appropriate noncritical imaging results with upcoming follow-up visits • Support workflow questions related to controlled substance agreements while ensuring the treating provider signs the CSA • Route matters requiring 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 scheduled shifts • Coordinate with PRIME providers, virtual assistants, care navigators, Communications Advocates and Leads, and operational or clinical leadership • Hand off unresolved matters and promptly escalate out-of-scope, patient-safety, or workflow concerns • Assist with the general callback queue when Communications CBQ tasks are caught up • Report technical problems and operational barriers to department leadership • Provide timely, complete responses throughout scheduled shifts • Communications CBQ volume is estimated at approximately 8–12 issues per hour, depending on complexity

🎯 Requirements

• Current Next Level Urgent Care provider in good standing • Appropriate active professional licensure and authorization for assigned clinical services • Ability to assess clinical requests independently and recognize cases requiring treating-provider follow-up • Strong clinical judgment, documentation, communication, and time-management skills • Familiarity with Touchworks and relevant NLUC/PRIME clinical workflows • Must observe HIPAA, privacy requirements, professional licensure limitations, and current departmental workflows • Must work within assigned queue and scope of practice • Must follow PRIME prescribing protocols and organizational medication guardrails, including applicable ADHD and testosterone guidance • Must be available for assigned scheduled shifts and use the applicable Paylocity or PRIME scheduling and timekeeping process

🏖️ Benefits

• Optional Communications CBQ shifts available seven days per week and do not count toward required monthly clinic shifts • 3-, 6-, 9-, or 12-hour PRIME CBQ signup options • Remote work through approved systems • Personal or issued NLUC laptop may be used • Compatible headset recommended • Corporate office workspace may be available • Clinic workspace subject to coordination • Training and orientation for remote phone, Touchworks, timekeeping, callback workflows, documentation, escalations, PRIME worklists, clinical documentation systems, task routing, results review, and PRIME-specific escalation procedures

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