Call Center Hospice RN

VITAS Healthcare•Phoenix, AZ

About The Position

The VITAS Telecare RN is a member of the interdisciplinary team and is responsible for identifying and responding to the physical, psychological, social, and spiritual needs of hospice patients and families who need assistance after normal business hours. The RN provides clinical assessment and intervention using the nursing process, the VITAS Palliative Care Guide, and Telecare and triage protocols. The position advocates for patients and families by communicating with attending physicians, long-term care facility staff, case managers, and other external contacts as needed. The RN coordinates after-hours service delivery, including patient and family education, dispatching interdisciplinary visits, and arranging services with external vendors and resources. The role collaborates with LPN/LVNs and Telecare staff, provides bereavement support, documents patient and family interactions and their outcomes, and reviews documentation by Telecare LPN/LVNs and Patient Care Coordinators for compliance. Additional duties include instructing patients and families on medications and home medical equipment and supplies, supporting new team member orientation as assigned, attending in-services and meetings, pursuing professional growth and hospice nursing certification when qualified, and following departmental standards and procedures. The role may also perform other duties assigned by a supervisor or management. The posting lists shift differentials for RN Telecare shifts: 4 PM–12 AM ($2.50 per hour), 12 AM–8 AM ($3.75 per hour), and 8 AM–4 PM ($2.50 per hour).

Requirements

At least two years of acute-care hospital nursing experience in medical-surgical, oncology, home health, or emergency nursing.
Graduate of an accredited nursing school with an associate or bachelor's degree in Nursing.
Current Registered Nurse license(s) with no current or pending restrictions.
Telecare RNs residing in a Nurse Licensure Compact State must have or obtain a multistate license designation for their active state nursing license.
May be required to obtain additional nursing licenses based on business needs.
Eligible for licensure in other states where VITAS Triage services are located.
Excellent verbal, written, and interpersonal communication skills and effective telephone skills.
Ability to work as a team player and multitask.
Proficiency in customer conflict resolution and crisis management.
Proficiency in telephone techniques, including phone etiquette and call handling.
Thorough knowledge of professional nursing principles, methods, and procedures; anatomy and physiology; nursing medical supplies and equipment; and medication uses and effects, including narcotics.
Working knowledge of applicable state and federal laws and regulations pertaining to registered nursing and the scope-of-practice limitations of clinic support staff.
Ability to work weekends and holidays as necessary to support Care Connection Center operations.
Ability to type 40 words per minute.

Nice To Haves

One year of customer service or call center experience.

Responsibilities

Identify and address the physical, psychological, social, and spiritual needs of patients and families requiring assistance after normal business hours.
Provide clinical assessments and interventions using the nursing process, VITAS Palliative Care Guide, and Telecare and triage protocols.
Advocate for patients and families by communicating with attending physicians, long-term care facility staff, case managers, and external contacts.
Collaborate with LPN/LVNs and Telecare staff to support favorable patient outcomes.
Coordinate after-hours service delivery, patient and family education, interdisciplinary visits, and services from external vendors and resources.
Provide bereavement support to families.
Document interactions, assessments, plans of care, caller agreement, interventions, actions, and resolutions in patient records.
Review entries made by Telecare LPN/LVNs and Patient Care Coordinators for compliance with documentation standards.
Participate in new team member orientation as assigned.
Attend in-services, staff meetings, and educational conferences.
Develop professional growth goals and objectives and review them monthly with the supervising manager.
Seek hospice nursing specialty certification when qualified.
Instruct patients and families on the appropriate use of medications, home medical equipment, and supplies.
Use contract personnel and resources appropriately, including pharmacy, home medical equipment, agency staff, and transportation services.
Promote a customer service-oriented approach and support Care Connection Center cultural platforms.
Comply with departmental standards, policies, and procedures, including training, workload management, disaster planning, attendance, and quality standards.
Perform other duties assigned by a supervisor or management.