Communications, PRIME Callback Queue Provider

Next Level Medical

. Review clinical messages routed by Communications Advocates through the phone system .

Posted 11/6/2026full-timeRemote • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong clinical judgment and communication skills while managing patient interactions and medication requests. Proficient in utilizing Touchworks and adhering to HIPAA regulations within a fast-paced clinical environment.

Highest-signal resume keywords

Current Next Level Urgent Care ProviderActive Professional LicensureClinical JudgmentDocumentation SkillsTime Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Clinical AssessmentMedication ManagementPrescription ClarificationChart ReviewPatient Communication

Soft Skills

Strong CommunicationTime ManagementProblem-Solving

Tools & Technologies

TouchworksRingCentralPaylocity

Certifications & Qualifications

Active Professional Licensure

Industry Keywords

HIPAA CompliancePRIME WorkflowsControlled Substance AgreementsWorkers’ Compensation PrescriptionsClinical Documentation

About the role

Key responsibilities & impact

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, and provide follow-up instructions
Review medication requests and resolve appropriate prescription corrections and clarifications
Identify issues requiring the original treating provider and escalate Workers’ Compensation prescriptions requiring authorization or administrative support
Document callbacks, recommendations, unsuccessful contact attempts, clinical decisions, patient communications, medication actions, and handoffs in Touchworks or the designated patient record
Coordinate work notes and lab reports through the NLUC Provider Group Chat in RingCentral
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 requests requiring provider completion or signature
Review time-sensitive and critical laboratory or imaging results, communicate necessary actions, and arrange escalation or follow-up
Route courtesy reminders for appropriate noncritical imaging results with upcoming follow-up visits
Support workflow questions related to controlled substance agreements while ensuring the treating provider signs the CSA
Route matters requiring evaluation, a scheduled visit, or ongoing management back to the treating provider or appropriate PRIME team
Prioritize urgent or time-sensitive requests and complete assigned tasks during scheduled shifts
Coordinate with PRIME providers, virtual assistants, care navigators, Communications Advocates and Leads, and operational or clinical leadership
Hand off unresolved matters and promptly escalate out-of-scope, patient-safety, or workflow concerns
Assist with the general callback queue when Communications CBQ tasks are caught up
Report technical problems and operational barriers to department leadership
Provide timely, complete responses throughout scheduled shifts
Communications CBQ volume is estimated at approximately 8–12 issues per hour, depending on complexity

Requirements

What you’ll need

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
Must observe HIPAA, privacy requirements, professional licensure limitations, and current departmental workflows
Must work within assigned queue and scope of practice
Must follow PRIME prescribing protocols and organizational medication guardrails, including applicable ADHD and testosterone guidance
Must be available for assigned scheduled shifts and use the applicable Paylocity or PRIME scheduling and timekeeping process

Benefits

Comp & perks

Optional Communications CBQ shifts available seven days per week and do not count toward required monthly clinic shifts
3-, 6-, 9-, or 12-hour PRIME CBQ signup options
Remote work through approved systems
Personal or issued NLUC laptop may be used
Compatible headset recommended
Corporate office workspace may be available
Clinic workspace subject to coordination
Training and orientation for remote phone, Touchworks, timekeeping, callback workflows, documentation, escalations, PRIME worklists, clinical documentation systems, task routing, results review, and PRIME-specific escalation procedures