Call Center Nurse Consultant

The University of Kansas Health System•Overland Park, KS

About The Position

The Call Center Nurse Consultant is responsible for being a clinical resource over the phone to people calling from the health care system or community who have questions while seeking care, including by not limited to, nurse triage, prescription refills, and closing gaps in care. The nurse is expected to utilize nursing process in accordance with the nursing scope of practice. The nurse assists in navigating community individuals who call through appropriate channels to offer exceptional service. The nurse performs a detailed evaluation to determine appropriate level of care for patient symptoms. Individual is responsible for managing daily work-queues, taking patient telephone calls, and identifying opportunities for improvement in the call center processes.

Requirements

High School Graduate
Bachelor Degree Nursing
Five (5) years clinical nursing experience in Emergency, Pediatrics, Obstetrics, Behavioral Health or Critical Care.
One (1) year of clinical experience can be substituted for clinical certification or prior triage or health coaching experience.
Basic Life Support Heartsaver (BLS HS) (Non-Clinical) - American Heart Association (AHA) within 14 days
Licensed Registered Nurse (LRN) - Single State - State Board of Nursing
Must have current active multistate state Register Nurse (RN) license in good standing in state in which you live OR active single state RN license in good standing in the state you will be working with proof of application of a multistate RN license in the state in which you live.
Staff hired prior to 2/1/2024 are required to obtain a multistate state RN license from the state in which they live at the time of their next RN license renewal by 3/31/2026.
Advanced typing and word processing ability required
Excellent analytical, critical thinking and problem-solving skills
Strong ability to communicate effectively both verbally and in writing.
Excellent organization abilities and documentation skills.

Nice To Haves

Call Center experience
Specialty Nursing Certification

Responsibilities

Execute Phone Triage responsibilities: performs a systematic, comprehensive interview of the caller/patient to determine the urgency of the patient’s problem.
Accurately documents data for all calls including, but not limited to, patient 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 and providers.
Answer all patient inquiries for assigned providers regarding health issues.
Serve as advocate for patient 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 to assess symptoms.
As needed, identify appropriate protocol and develop a treatment plan.
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’s 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 patient’s 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
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
Other duties may be assigned as required.