[Hiring] Communications & PRIME Callback Queue Provider @Next Level Urgent Care

Role 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.

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.

Requirements

• 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.

Company Description