Call Center Hospice RN

VITAS Healthcare•Miramar, FL

About The Position

The VITAS Telecare RN is a member of the interdisciplinary team and is responsible for identifying and addressing the physical, psychological, social, and spiritual needs of patients and families seeking assistance after normal business hours. The RN provides clinical assessments and interventions using the nursing process, the VITAS Palliative Care Guide, and Telecare and triage protocols, and advocates for patients and families by communicating with physicians, facility staff, case managers, and other external contacts. The RN coordinates after-hours service delivery, including education for patients and families, dispatch of interdisciplinary visits, and coordination with vendors and other resources. The role includes collaboration with LPN/LVNs and Telecare staff, bereavement support, and documentation and review of patient-record entries for compliance with documentation standards. The RN may participate in orientation of new team members, attend in-services and other educational events, and develop professional growth goals. The position also involves medication and equipment education, appropriate use of contracted resources, customer-service-focused care, and compliance with departmental standards, policies, procedures, and quality expectations. Other duties may be assigned.

Requirements

At least two years of acute-care hospital nursing experience in medical-surgical, oncology, home health, or emergency nursing.
Eligible for licensure in other states where VITAS Triage services are located.
Excellent verbal, written, and interpersonal communication skills, including effective telephone skills.
Ability to work as a team player and multitask.
Proficiency in customer conflict resolution and crisis management.
Proficiency in telephone techniques, phone etiquette, and call handling.
Thorough knowledge of professional nursing principles, methods, and procedures; anatomy and physiology; nursing supplies and equipment; and medication uses and effects, including narcotics.
Working knowledge of applicable state and federal laws and regulations governing registered nursing and the scope-of-practice limitations of clinic support staff.
Ability to work weekends and holidays as needed to support Care Connection Center operations.
Typing speed of 40 WPM.
Graduate of an accredited 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.

Nice To Haves

One year of customer service or call center experience preferred.

Responsibilities

Identify patients’ and families’ physical, psychological, social, and spiritual needs after normal business hours.
Provide clinical assessment and intervention using the nursing process, VITAS Palliative Care Guide, and triage protocols.
Advocate for patients and families by communicating with attending physicians, long-term care facility staff, case managers, and other external contacts as needed.
Collaborate with LPN/LVNs and Telecare staff to support favorable patient outcomes.
Coordinate after-hours service delivery, including patient and family education, dispatching interdisciplinary visits, and coordination with external vendors and resources.
Provide bereavement support to families.
Document patient and family interactions, including assessments, plans of care, caller agreement, actions, interventions, and resolutions.
Review Telecare LPN/LVN and Patient Care Coordinator record entries for compliance with documentation standards.
Participate in orientation of new team members as assigned.
Attend scheduled in-services, staff meetings, and educational conferences.
Develop professional growth goals and review them monthly with the supervising manager.
Seek hospice nursing specialty certification when qualified.
Instruct patients and families on appropriate use of medications, home medical equipment, and supplies, and document the instruction.
Use contract resources such as pharmacy, home medical equipment, agency staff, and transportation services appropriately.
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 as assigned.