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Patient Access Specialist - TeleNurse

Springfield Clinic

United States, Illinois, Springfield

3201 West White Oaks Drive (Show on map)

Nov 03, 2026

The Patient Access Specialist - TeleNurse is responsible for facilitating patient access services by managing incoming calls, assisting clinic customers at first point of contact and streamlining clinic-wide communications.

Job Relationships
Reports to the Telenurse Manager

Principal Responsibilities
Answer all incoming calls for the TeleNurse Department and direct the calls appropriately with efficiency and accuracy.
Responsible for identifying patients requesting TeleNurse services, locating the correct patient in EHR and Triage system, and then verifying patient information and update any changes and/or register new patients in EHR.
Document patient requests to the TeleNurse through Triage System.
Cancel appointments for the provider according to provider group procedures, maintaining a high level of accuracy.
Assist with daily reports and quality checks.
Verify incoming EHR communications and task to appropriate provider, as required per policy.
Route emergency calls to the office nurse/TeleNurse in accordance to the emergency procedure.
Adhere to patient service standards.
Maintain a positive attitude and professional behavior in working to achieve departmental goals.
Responsible for continuing education and adhering to appropriate workflow processes.
Report any work flow problems/complaints to the Manager.
Comply with the Springfield Clinic incident reporting policy and procedures.
Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
Perform other job duties as assigned.

Education/Experience
High School graduate or GED required.
A minimum of one (1) year of medical office and/or phone experience preferred.

Knowledge, Skills and Abilities
Proficient and accurate typing skills required.
Knowledge of medical terminology is preferred.
Deductive reasoning.
Ability to work under pressure with accuracy.
Excellent attendance in previous work environment.
Demonstrates intermediate computer skills and knowledge of computer software programs.
Effective verbal, written and interpersonal communication skills.

Working Environment
Office type environment requiring extended periods of sitting.

PHI/Privacy Level
HIPAA1