LVN Quality and Inbox Coordinator

Position Summary

Under the direction of the Nursing Manager/Director of Nursing and Clinical Services, the Licensed Vocational Nurse (LVN) - Quality & Inbox Coordinator is responsible for supporting provider inbox management, quality improvement initiatives, and patient outreach across the organization. This position assists with care coordination, closure of care gaps, and compliance with regulatory and payer requirements. The LVN will also maintain all necessary clinical competencies and provide direct patient care coverage as needed to support clinic and outreach operations. All clinical duties are performed within LVN scope of practice, under applicable provider/RN direction, and in accordance with approved organizational protocols.

Essential Functions

The following duties are fundamental to the position:

Provider Inbox Management & Care Coordination

• Monitors and manages provider inboxes, including patient messages, laboratory/radiology results, refill requests, and other clinical communications in accordance with established protocols.
• Prioritizes, addresses, routes, and documents messages appropriately within LVN scope of practice and organizational guidelines.
• Manages assigned inbox caseloads and tasks efficiently through effective organization and time management.
• Coordinates and reviews patient cases, including the status of referrals, laboratory results, diagnostic tests, appointments, and other healthcare services as needed.
• Assists with care coordination activities to support continuity of care and timely patient follow-up.

Population Health & Patient Outreach

• Conducts outreach to patients regarding preventive care needs, chronic disease management, and health maintenance services.
• Performs outreach activities to schedule appointments, follow-up visits, and recommended services.
• Assists in developing and monitoring patient registries for individuals due for care or whose vital signs, laboratory values, or diagnostic testing results require follow-up.
• Supports patient engagement initiatives and connects patients to appropriate services throughout the continuum of care.
• Provides patient education to support self-management, disease management, and achievement of healthcare goals.

Quality Improvement & Performance Management

• Supports HEDIS, Quality Incentive Program (QIP), and other quality improvement initiatives utilizing Azara and other population health reporting tools.
• Assists the Quality Assurance/Quality Improvement Department in implementing organizational quality improvement strategies as needed.
• Monitors trends and identifies opportunities for quality improvement and workflow enhancements.
• Recommends process improvements and workflow modifications based on identified trends and performance data.
• Participates in activities designed to improve clinical outcomes, regulatory compliance, and operational effectiveness.

Clinical Care Support - as needed

• Supports the medical care of patients under the direction of the medical staff pursuant to organizational objectives and in compliance with the California Nurse Practice Act.
• Maintains current clinical competency and provides coverage for clinic operations when needed.
• Performs clinical duties such as obtaining vital signs, administering immunizations, and conducting point-of-care testing as directed by the MD/DO/NP/PA/RN.
• Collects and records patient data and maintains accurate, complete, and timely documentation of all patient care.
• Documents current medications; compares them against active orders, and resolves discrepancies with the medical team.
• Adheres to OSHA, HIPAA, infection control standards, and organizational policies and procedures.

Training, Education & Resource Development

• Collaborates with training teams to educate and train staff regarding quality improvement initiatives and interventions as needed.
• Assists in developing educational resources and training materials for staff and patients based on identified trends.

Program Development & Administrative Support

• Assists in the development and ongoing refinement of clinical workflows, policies, and procedures as needed.
• Supports organizational initiatives related to quality performance, care gap closure, population health management, and regulatory compliance.
• Performs other related duties and responsibilities as assigned in support of clinic operations and organizational objectives.

Additional Responsibilities

• Ability to adapt to change based on the needs of the patient, provider(s) and organization.
• Participate in grant and performance improvement projects and processes.
• Other duties as assigned.

Education:

• Graduate of an accredited school for Licensed Vocational Nursing required

Experience:

• Experience 2+ years in an ambulatory or community clinic setting required

Knowledge of:

• Knowledge of care coordination, case management, population health, and preventive health practices.
• Knowledge of quality improvement methodologies, HEDIS measures, Quality Incentive Program (QIP) requirements, and healthcare performance metrics.
• Knowledge of California Nurse Practice Act and LVN scope of practice.
• Knowledge of healthcare regulatory requirements including HIPAA, OSHA, infection prevention, and patient confidentiality standards.
• Knowledge of referral management, diagnostic testing processes, laboratory and radiology result follow-up.
• Knowledge of clinical documentation standards and electronic health records (EHRs).
• Knowledge of medication reconciliation processes and patient education principles.
• Knowledge of healthcare workflow design, process improvement, and performance management concepts.
• Knowledge of health promotion, disease prevention, and patient engagement strategies.
• Knowledge of cultural competency and principles of providing patient-centered care.
• Knowledge of quality reporting platforms and population health management tools, including Azara and related reporting systems.

Competencies

In addition to Peach Tree Healthcare's company values, this role will be assessed on the following competencies:

Clinical Excellence

• Patient assessment and support
• Medication reconciliation
• Clinical documentation
• Infection control and safety compliance

Care Coordination

• Care gap management
• Referral tracking and follow-up
• Continuity of care support
• Population health management

Quality & Performance Improvement

• HEDIS and QIP support
• Data-driven decision making
• Performance monitoring
• Workflow improvement

Communication & Collaboration

• Patient education
• Interdisciplinary teamwork
• Effective communication
• Conflict resolution

Professionalism

• Accountability
• Integrity and ethical practice
• Adaptability
• Customer service orientation
• Continuous learning and development

Tools, Technology, and Equipment:

The following tools and equipment are commonly used to perform the essential functions of this position. The tools and equipment listed are representative of those used in this position. Reasonable accommodation may be provided to enable qualified individuals with disabilities to use required tools and perform essential functions.

Software & Technology

• Electronic Health Record (EHR) systems
• Azara Healthcare population health platform
• Population health management and quality reporting software
• Care management and referral tracking systems
• Clinical messaging and provider inbox management systems
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams)
• Telehealth and virtual communication platforms
• Data reporting and analytics tools
• Electronic scheduling and appointment management system

Clinical Equipment

• Blood pressure monitors
• Thermometers
• Pulse oximeters
• Weight scales
• Glucose monitoring devices
• Point-of-care testing equipment
• Immunization administration supplies
• Standard clinical examination equipment

Office Equipment

• Computer and dual monitors
• Printer, copier, scanner
• Telephone and headset
• Fax and document imaging systems

Working Conditions

• Primarily works in a healthcare clinic, medical office, or administrative healthcare environment.
• Frequent interaction with patients, healthcare providers, clinical staff, and community partners.
• Combination of direct patient care and administrative/computer-based work.
• Exposure to potentially infectious diseases, bodily fluids, and other healthcare-related hazards.
• May require adherence to infection control procedures and use of personal protective equipment (PPE).
• Fast-paced environment with frequent interruptions and changing priorities.
• Work may involve strict deadlines related to quality measures, patient outreach, and regulatory requirements.
• May be required to travel between clinic locations or departments on an occasional basis.
• May provide clinical coverage during staffing shortages or operational needs.

Physical Demands

The physical demands described here are representative of those required to perform the essential functions of this position. Reasonable accommodation will be considered to enable qualified individuals with disabilities to perform these functions.

• Prolonged periods of sitting while working at a computer and reviewing electronic records.
• Frequent use of hands and fingers for typing, data entry, and operation of office equipment.
• Frequent communication via telephone, video conferencing, and face-to-face interactions.
• Ability to read computer screens and printed materials.
• Occasional standing, walking, bending, stooping, reaching, and twisting.
• Ability to move throughout clinic and office environments.
• Ability to lift, carry, push, or pull up to 25 pounds occasionally.
• Ability to perform clinical procedures such as obtaining vital signs, administering immunizations, and conducting point-of-care testing.
• Ability to wear personal protective equipment as required.
• Sufficient visual acuity, hearing, and manual dexterity to perform clinical and administrative duties safely and effectively.

EEO Statement

Peach Tree Healthcare is an Equal Opportunity Employer and does not discriminate in employment opportunities or practices on the basis of any characteristic protected by federal, state, or local law. The organization is committed to providing reasonable accommodations to qualified individuals with disabilities and to employees with sincerely held religious beliefs.