Chart Desktop Management- RN

Chart Desktop Management Registered Nurse

Department: Clinical Operations
Reports To: Nurse Manager
Location: Remote
Employment Status: Full-Time
FLSA Status: Hourly, Nonexempt

Position Summary

The Chart Desktop Management Registered Nurse is a full-time, remote clinical support position responsible for the daily ownership, monitoring, management, follow-up, and timely closure of assigned AthenaOne provider staff buckets and clinical desktop work across designated providers and care teams.

The position serves as a centralized clinical resource for provider-directed results, patient communications, portal messages, referrals, orders, clinical documents, follow-up needs, and other work routed to assigned provider staff buckets. The RN prioritizes work according to clinical urgency, ensures time-sensitive items are addressed appropriately, tracks unresolved items through completion, and escalates concerns in accordance with provider direction, organizational policies, established workflows, and registered nursing scope of practice.

This is a newly created position. The responsibilities, workflows, performance expectations, and processes associated with the role will continue to be developed and refined with input from the employee selected for the position. The employee will be expected to actively participate in establishing effective workflows, identifying barriers, and recommending improvements as the role evolves.

The Chart Desktop Management Registered Nurse works collaboratively with the Nurse Manager, providers, and on-site clinical teams, allowing on-site staff to remain focused on direct patient care and efficient clinic flow.

Essential Duties and Responsibilities

The essential duties and responsibilities include the following. Other duties may be assigned.

• Maintains primary responsibility and accountability for assigned AthenaOne provider staff buckets and clinical desktop work during scheduled work hours.
• Continuously monitors assigned work queues and prioritizes items according to clinical urgency, patient-safety considerations, established timelines, provider direction, and organizational workflows.
• Reviews and manages clinical messages, provider-directed results, patient communications, portal messages, incoming clinical documents, referrals, orders, and other work routed to assigned provider staff buckets.
• Completes appropriate follow-up or routes items to the provider, triage team, or another appropriate team member when additional review, direction, or action is required.
• Follows established protocols for abnormal or critical results, promptly escalating findings to the appropriate licensed provider and confirming that timely follow-up occurs.
• Communicates provider-directed test results, care instructions, follow-up testing, referrals, and other clinical information to patients in accordance with provider direction, approved protocols, organizational policy, and registered nursing scope of practice.
• Documents patient outreach, nursing communications, provider instructions, unsuccessful contact attempts, and follow-up actions accurately and promptly in the electronic health record.
• Tracks unresolved, pending, overdue, aging, or incomplete clinical items through completion and performs the follow-up or escalation necessary to reduce the risk of missed or delayed care.
• Recognizes patient messages involving new or worsening symptoms or other concerns requiring nursing assessment and routes those messages to the established triage workflow.
• Responds to urgent or potentially emergent concerns in accordance with organizational emergency protocols, including immediate nursing assessment and escalation to an appropriate provider, clinical leader, or emergency service when indicated.
• Does not routinely perform clinical triage. Triage may be performed when necessary to address an emergent concern or when specifically directed under an approved organizational workflow.
• Coordinates provider-directed follow-up related to referrals, specialist recommendations, laboratory testing, diagnostic imaging, hospital or emergency department records, and other continuity-of-care needs.
• Reviews and follows up on referral- and order-related desktop items to support timely processing, patient communication, and completion.
• Provides patient education related to provider-directed care plans, testing, and follow-up recommendations within registered nursing scope of practice.
• Maintains awareness of provider schedules, absences, and covering-provider arrangements to ensure time-sensitive information is directed to an available provider.
• Collaborates with the Nurse Manager, providers, triage staff, referral staff, and on-site clinical teams to resolve clinical desktop work requiring additional information, assessment, direction, or follow-up.
• Communicates significant backlogs, aging items, recurring routing concerns, barriers to completion, or patient-safety concerns to the Nurse Manager promptly.
• Provides updates regarding the status of assigned provider staff buckets, including unresolved work, aging items, and issues affecting timely completion.
• Participates in developing and refining the responsibilities, processes, and performance measures for this newly created position.
• Identifies recurring workflow or routing problems and recommends improvements related to AthenaOne desktop management, message routing, clinical follow-up, and closure of outstanding items.
• Maintains reliable availability, productivity, and responsiveness throughout assigned remote work hours.
• Protects patient confidentiality and complies with HIPAA, organizational privacy and security requirements, and remote-work expectations.
• Uses only organization-approved equipment, systems, communication methods, and secure remote-access processes.
• Follows all applicable agency, state, and federal policies, procedures, professional standards, and regulatory requirements.

Role Boundaries

• This position is accountable for the active management and timely resolution of assigned provider staff buckets, not solely the observation or forwarding of desktop work.
• Routine prescription refill processing is not an expected responsibility of this position. Refill requests must be routed and managed according to the organization’s established refill workflow.
• Routine clinical triage is not a primary responsibility of this position. Messages requiring triage should be directed to the established triage workflow unless immediate nursing intervention is necessary due to an urgent or potentially emergent concern.
• The RN may not independently diagnose, prescribe, modify treatment plans, communicate unapproved interpretations, or provide instructions outside provider direction, approved protocols, organizational policy, and registered nursing scope of practice.

Minimum Qualifications

• Current, unrestricted Registered Nurse license valid in the State of New Hampshire.
• Graduate of an accredited registered nursing program.
• Minimum of [two] years of clinical nursing experience preferred.
• Experience using an electronic health record system.
• Demonstrated ability to recognize urgent, emergent, abnormal, or time-sensitive concerns and escalate them appropriately.
• Strong nursing documentation, organization, communication, and follow-through skills.
• Ability to independently prioritize and manage a high volume of electronic clinical work involving multiple providers and care teams.
• Ability to work effectively and collaboratively in a remote environment.

Preferred Qualifications

• Experience in ambulatory care, primary care, community health, or a federally qualified health center.
• Previous experience with AthenaOne.
• Experience managing provider desktops, clinical inboxes, patient messages, results, referrals, or orders.
• Experience supporting multiple providers or clinical care teams.
• Familiarity with population health, care coordination, and continuity-of-care workflows.

Knowledge, Skills, and Abilities

• Knowledge of professional registered nursing standards and scope of practice.
• Ability to apply sound nursing judgment while working within established protocols and provider direction.
• Ability to distinguish routine clinical work from matters requiring provider review, formal triage, or immediate escalation.
• Strong attention to detail and commitment to accurate, timely documentation.
• Ability to monitor multiple work queues and track assigned items through final resolution.
• Ability to recognize workflow breakdowns, recurring routing problems, and risks associated with unresolved clinical work.
• Strong written, verbal, telephone, and electronic communication skills.
• Ability to communicate professionally and compassionately with patients, providers, and members of the care team.
• Ability to work independently while remaining accessible, responsive, and accountable to the Nurse Manager.
• Willingness to help develop, test, and improve workflows for a newly established position.
• Proficiency with computers, electronic health records, secure messaging, Microsoft applications, and remote communication platforms.

Remote-Work Requirements

• Maintains a private, secure, and HIPAA-compliant workspace.
• Maintains reliable high-speed internet access sufficient to support the organization’s electronic health record and communication systems.
• Remains actively available and responsive during assigned work hours.
• Complies with organizational requirements for remote access, information security, productivity, attendance, and communication.
• Reports technology, access, workflow, or connectivity concerns promptly.
• Understands that remote-work arrangements may be modified based on organizational needs, performance, security requirements, or operational considerations.

Performance Expectations

Successful performance includes:

• Consistent daily ownership and management of assigned provider staff buckets.
• Timely response to and closure of assigned clinical desktop work.
• Appropriate prioritization and escalation of urgent, abnormal, or time-sensitive matters.
• Accurate and timely documentation.
• Effective tracking of unresolved and aging items through completion.
• Prompt communication of backlogs, barriers, routing concerns, and patient-safety risks.
• Compliance with established boundaries regarding prescription refills and routine triage.
• Reliable availability, productivity, and responsiveness during assigned remote work hours.
• Active participation in developing and improving the position’s workflows and performance standards.

Physical and Technical Requirements

• Ability to remain seated and work at a computer for extended periods.
• Ability to communicate by telephone, video, secure messaging, and electronic health record systems.
• Ability to read and interpret clinical documentation, electronic communications, and provider instructions.
• Ability to perform repetitive keyboarding and computer-based tasks throughout the workday.

Acknowledgment

This job description summarizes the primary duties, responsibilities, and qualifications of the position. Because this is a newly created role, responsibilities and workflows may be adjusted as the position develops and organizational needs are evaluated. The employee selected for this position will be expected to participate in that development process.