Registered Nurse - Call Center (remote position)

The RN functions under the Call Center Supervisor/Medical Director supervision, perform nursing duties as it relates to nursing telephone triage remotely. Functions include triage of incoming calls from patients, assessing their needs, and give appropriate clinical responses. Facilitates appropriate disposition to providers, specialist, and medical records. This also includes the triage incoming calls from other healthcare facilities and community resources. RN is expected to utilize nursing process in accordance with the nursing scope of practice, and within the policies values, and mission of the organization. Position requires excellent customer service skills with patients, and their families, other staff, physicians, vendors, and the public.

Execute Phone Triage responsibilities: performs a systematic, comprehensive interview of the caller/patient/client to determine the urgency of the patient’s problem. Accurately documents data for all calls including, but not limited to, patient/client demographic information, chief complaint, recommendations for home treatment, and referrals to primary care provider, alternative health care provider or emergency services. Performs and documents follow-up calls with patients as necessary to help ensure positive outcomes Act as liaison between patient/client and Providers. Answer all patient/client inquiries for assigned providers regarding health issues. Serve as advocate for patient/client for both internal and external referrals. Make referrals to the appropriate level of care within an appropriate period Elicits questions, concerns, and information from patient/client to assess symptoms. As needed, identify appropriate protocol and develop a treatment plan. Based upon patients/ clients symptoms, the triage RN can call in medications into the pharmacy of patients/clients choice Coordinate medical care as required, schedule patient follow-up internal and external appointments as instructed by Providers, and as needed. Schedule same day appointments with the patient/client primary provider or alternative health care provider as necessary Provides professional advice, education and options based on assessment, established guidelines and clinical judgement. When appropriate advise patient to seek medical care at the emergency room When appropriate assist callers with referrals, and assist with scheduled clinical appointments Evaluate patients /clients’ ability to understand the plan of care and perform health education as needed Document all calls, responses and referrals. Release of information (ROI) will be needed prior to exchanging any patient/client information with family or associates Perform follow up calls to evaluate effectiveness of care, or additional need for care Maintain accurate and necessary patient documentation in accordance with all regulatory bodies Apply human relation skills and customer service skills in providing patient care and in establishing good rapport Provide counseling, home treatment advice, and crisis intervention according to established protocols and standards of care Maintain clinical competency through continuing education, recertification (including CPR), and clinical practice Behavior supports the organizations commitment to mission, vision and values Perform other duties as directed