Chart Desktop Management LPN
Department: Clinical Operations
Reports To: Nurse Manager
Location: Remote
Employment Status: Full-Time
FLSA Status: Hourly, Nonexempt
Position Summary
The Chart Desktop Management LPN 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 LPN 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 LPN 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 LPN 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, registered nurse, triage team, or another appropriate team member when additional review, nursing assessment, direction, or action is required.
- Follows established protocols for abnormal or critical results, promptly escalating findings to the appropriate licensed provider or registered nurse 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 LPN scope of practice.
- Documents patient outreach, clinical 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.
- Immediately escalates urgent or potentially emergent concerns to an available provider, registered nurse, clinical leader, or emergency service in accordance with organizational protocols.
- Does not independently perform routine clinical triage. Triage activities may only be performed when permitted by LPN scope of practice, organizational policy, approved protocols, and appropriate clinical supervision.
- 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 LPN 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, registered nurses, 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 must be directed to the established triage workflow.
- The LPN may not independently diagnose, prescribe, modify treatment plans, interpret results beyond provider direction or approved protocols, or provide instructions outside LPN scope of practice.
- Matters requiring registered nursing assessment, provider judgment, or authorization must be escalated to the appropriate clinician.
Minimum Qualifications
- Current, unrestricted Licensed Practical Nurse license valid in the State of New Hampshire.
- Graduate of an accredited practical nursing program.
- Minimum of [two] years of clinical nursing experience preferred.
- Experience using an electronic health record system.
- Ability to recognize urgent, emergent, abnormal, or time-sensitive concerns and escalate them appropriately.
- Strong clinical documentation, organization, communication, and follow-through skills.
- Ability to independently organize 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.
Knowledge, Skills, and Abilities
- Knowledge of professional LPN standards and scope of practice.
- Ability to work within established protocols, provider direction, and appropriate clinical supervision.
- Ability to distinguish routine clinical work from matters requiring registered nursing assessment, 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 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