Care Team

  • Comprises of 1 RN and 1 LPN/MA
  • Registered Nurse (RN)
    • Primary role:
      • Telephone triage for incoming patient calls/questions
      • Insertion of IV’s, administering medications/transfusions, facilitating patient admissions from clinic
    • Helpful Tasks:
      • Take basic sick complaint history over the phone (eg. headache, URI)
      • Delivering basic medical advice (eg. supportive treatment for URI, schedule urgent care appointment for UTI, send to ED for chest pain)
      • Communicate normal lab results (if result note has already been placed by provider and patient has not read it yet)
      • Basic patient counseling (eg. diabetes education, nutrition, tobacco cessation)
  • Licensed Practical Nurse (LPN)/Care Team Medical Assistant (MA)
    • Primary role: 
      • Facilitate EPIC medication refills and manage clinic paperwork (eg. home health orders, faxed charts)
    • Helpful Tasks:
      • Coordinate DME/home health once order has been placed
      • Printing/faxing patient notes or letters to external providers/clinics
      • Call patients to facilitate paperwork drop-off/pick-up
  • Preferred communication methods:
    • In-person! (nursing work room)
    • Epic staff message
    • Epic Secure Chat

Clinic Medical Assistant (MA)

  • Primary role:
    • Room patients and obtain vitals
  • Helpful tasks:
    • Check POC labs (glucose, A1C)
    • Offer and administer immunizations 
    • Complete health questionnaires (eg. PHQ2, GAD-7, beginning of medicare annual wellness visit questionnaire)
  • Preferred communication methods:
    • Huddle column
    • Epic Secure Chat
    • In-person (MA work room)

Patient Service Representative (PSR)

  • Primary role:
    • Patient check-in and check-out
  • Helpful tasks:
    • Schedule follow-up appointments
    • Direct patients to lab, imaging floors, cast rooms
    • Print after-visit summary, letters written in the communication tab
  • Preferred communication methods:
    • Page
    • Epic secure chat
  • Policies:
    • If your patient arrives more than 10 minutes late, PSR will send you a page
    • All patients must be seen. You may tell PSR to let the patient know that they may be the last patient you see or you may conduct an abbreviated visit to ensure there are no urgent health issues