Advice Line Nurse - RN, Family Medicine Support

Carilion Clinic•Roanoke, VA

17d

About The Position

The Advice Line Nurse triages incoming calls. As part of the health care team, assumes primary accountability for nursing coordination and provision of individualized care for patients of all ages. Utilizes delegation and critical thinking skills to provide quality service through a team oriented, collaborative approach to patient care. The Advice Line RN Consults with callers, analyzes information by listening to caller comments, asking proper questions and using broad medical knowledge to counsel and refer patients regarding their health care needs. Directs to liaison nurse, physician, emergency room or urgent care center as appropriate. Triages appointments. Schedules patient appoints. Processes referrals and does demographic and insurance data collection. Answers patient's clinical questions and provides patient education. Consults with callers regarding classes and services that may be of benefit to them. Collects data for quality processes and service improvement. Consistently demonstrates the role of patient advocate, protector of patient's rights, and provider of psychological/social/cultural support. Applies knowledge of growth and development to appropriately care for patients served. Provides feedback to staff using appropriate communication and documentation. Enters information into the electronic medical record and may enter information in other data bases for quality improvement or clinical research. May Process routine medication refills. Is often the first and primary contact the patient has with the system in accessing care. Works in a call center environment. Is an integral part of the clinic patient care team. Interacts with patients, families, visitors, and all members of the health care team to develop, coordinate, and manage the plan of care. Delegates and oversees delivery of patient care. Maintains patient, staff and customer confidentiality. Demonstrates knowledge of the principles of life span growth and development and assesses data reflective of the patient’s status. Interprets the appropriate information needed to identify each patient’s requirements relative to his or her age specific needs and provides care according to departmental policies and procedures. May be asked to provide care at Carilion facilities to meet patient needs.

Requirements

Education: Graduate of school of professional nursing.
Experience: 4 years of varied nursing experience required, with some of this in inpatient nursing.
Licensure, certification, and/or registration: Currently licensed as Registered Nurse (RN) in the Commonwealth of Virginia or new graduate of approved program eligible to sit for the Virginia licensure exam required.
Keyboarding skills required for automated computer systems, including electronic medical records.
Must be able to meet essential job functions.
Must have advanced nursing skill and knowledge across the specialties.
Excellent communications and critical thinking skills required.
Must be able to quickly establish rapport with customers over the phone.

Nice To Haves

BS RN preferred.
CNS RN preferred.
Ambulatory nursing experience preferred as well.

Responsibilities

Triages incoming calls
Assumes primary accountability for nursing coordination and provision of individualized care for patients of all ages
Consults with callers, analyzes information by listening to caller comments, asking proper questions and using broad medical knowledge to counsel and refer patients regarding their health care needs
Directs to liaison nurse, physician, emergency room or urgent care center as appropriate
Triages appointments
Schedules patient appoints
Processes referrals and does demographic and insurance data collection
Answers patient's clinical questions and provides patient education
Consults with callers regarding classes and services that may be of benefit to them
Collects data for quality processes and service improvement
Consistently demonstrates the role of patient advocate, protector of patient's rights, and provider of psychological/social/cultural support
Applies knowledge of growth and development to appropriately care for patients served
Provides feedback to staff using appropriate communication and documentation
Enters information into the electronic medical record and may enter information in other data bases for quality improvement or clinical research
May Process routine medication refills
Interacts with patients, families, visitors, and all members of the health care team to develop, coordinate, and manage the plan of care
Delegates and oversees delivery of patient care
Maintains patient, staff and customer confidentiality
Demonstrates knowledge of the principles of life span growth and development and assesses data reflective of the patient’s status
Interprets the appropriate information needed to identify each patient’s requirements relative to his or her age specific needs and provides care according to departmental policies and procedures
May be asked to provide care at Carilion facilities to meet patient needs