REMOTE-Communications & PRIME Callback Queue (CBQ) Provider

Description

The Callback Queue (CBQ) Provider supports timely clinical follow-up and reduces administrative work for treating providers. Communications CBQ focuses on patient callbacks and clinical questions routed by Communications, while PRIME CBQ addresses provider-level worklists, medication and prescription requests, administrative documentation, and timely clinical results follow-up for PRIME patients. Providers work within their assigned queue, scope of practice, and established escalation workflows.

Requirements

Essential Job Responsibilities

Communications CBQ — Patient Callbacks and Clinical Support

• 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 as needed, and give clear follow-up instructions.

Communications CBQ — Prescription and Documentation

• Review medication requests, resolve appropriate prescription corrections and clarifications, and identify issues requiring the original treating provider.
• Escalate Workers’ Compensation prescriptions requiring authorization or administrative support to regional leadership.
• Document callbacks, recommendations, and unsuccessful contact attempts in Touchworks.
• Coordinate work notes and lab reports through the NLUC Provider Group Chat in RingCentral; notify Communications when assistance with scheduling or placing a patient in line is needed.
• Use established communication channels rather than the unmonitored Communications Team Touchworks inbox.

PRIME CBQ — Provider Worklists and Clinical Requests

• 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 other requests requiring provider completion or signature.
• Review time-sensitive and critical laboratory or imaging results, communicate necessary actions, and arrange appropriate escalation or follow-up.
• For noncritical imaging results with an upcoming follow-up visit, route a courtesy reminder to the treating provider when clinically appropriate to preserve continuity of care.

PRIME CBQ — Documentation, CSAs, and Visit Boundaries

• Document clinical decisions, patient communications, medication actions, and handoffs in the designated patient record.
• Support workflow questions related to controlled substance agreements (CSAs), while ensuring the treating provider signs the CSA for their own patient.
• Route clinical matters requiring evaluation, a scheduled visit, or ongoing management back to the treating provider or appropriate PRIME team; do not substitute CBQ work for a required visit.
• Follow PRIME prescribing protocols and organizational medication guardrails, including applicable ADHD and testosterone guidance.

Queue Management and Collaboration

• Prioritize urgent or time-sensitive requests and work through assigned tasks during each scheduled shift.
• Coordinate with PRIME providers, virtual assistants, care navigators, Communications Advocates and Leads, and operational or clinical leadership as applicable.
• Clearly hand off unresolved matters and escalate out-of-scope, patient-safety, or workflow concerns promptly.
• When Communications CBQ tasks are caught up, assist with the general callback queue as assigned; estimated Communications volume is approximately 8–12 issues per hour, depending on complexity.

Position Expectations

• Remain actively engaged throughout scheduled shifts and provide timely, complete responses.
• Use sound clinical judgment, professional and compassionate communication, and accurate documentation.
• Observe HIPAA, privacy requirements, professional licensure limitations, and all current departmental workflows.
• Report technical problems and operational barriers to the appropriate department leadership.

Scheduling and Work Environment

• Communications CBQ: optional shifts are available seven days per week and do not count toward required monthly clinic shifts; shifts are announced and selected through Paylocity, with clock-in and clock-out through Paylocity.
• PRIME CBQ: coverage is scheduled from 9 AM to 6 PM, with 3-, 6-, 9-, or 12-hour signup options; follow the current PRIME scheduling and timekeeping process.
• Work remotely through approved systems, including clinical records and communications tools. Communications Advocates answer initial incoming calls; Communications CBQ returns routed clinical messages.
• A personal or issued NLUC laptop may be used; a compatible headset is recommended. Corporate office workspace may be available, with clinic workspace subject to coordination.

Training and Technology

Communications CBQ: approximately 20 minutes of training prior to the first shift covers remote phone and Touchworks access, timekeeping, callback workflows, documentation, and escalations. PRIME CBQ providers should receive orientation to PRIME worklists, clinical documentation systems, CBQ task routing, results review, and PRIME-specific escalation procedures.

Qualifications

• 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.

Position Goal

Centralizing callback and provider-level worklist responsibilities reduces delays, protects continuity of care, improves operational efficiency, and allows clinic and PRIME providers to focus on scheduled patient visits.