Provide patients telephone access to a highly skilled and trained nurse who accurately answers their questions and addresses patient medical concerns during regular office hours. To relieve the primary care offices of the first line response to patient questions and concerns during business hours so providers can devote time to delivering care to patients in the office. Accurately assesses each patient's condition by actively listening to callers and asking appropriate questions. Identifies emergent situations and effectively transfers life threatening calls to appropriate agencies per protocol. Provides appropriate and courteous telephone advice including plan of care and patient education to callers according to approved protocols. Appr