Call Center Nurse Contact Center

Texas Children's Hospital•Houston, TX

13h•Remote

About The Position

We’re looking for a Call Center Nurse Contact, someone who’s ready to grow with our company. In this position, you’ll facilitate callers' access to appropriate levels of care by assessing needs, offering clinical options, referring to health care providers, and providing services and community resources, using evidence-based protocols. You'll also educate the patient/family/caregiver when appropriate regarding immediate and interim care advice and preventive behaviors.

Requirements

Bachelor's degree in nursing or associate's degree in nursing with acceptance or current enrollment in a BSN program and a signed agreement. An associate degree in a related field accepted by the Texas Board of Nursing for the purposes of obtaining and maintaining an RN license also qualifies or Technical Diploma in Nursing With acceptance or current enrollment in a BSN program and a signed agreement (see comments below) or Other Equivalent Qualifications Must be currently enrolled in a nursing bridge program working toward an MSN Verified BSN equivalent or a signed agreement is required.
Registered Nurse (RN) License Issued by the Texas Board of Nursing or through the Nurse Licensure Compact (NLC) required
Basic Life Support (BLS) Certification, issued by the American Heart Association (AHA) required
2 years of professional nursing experience in Telehealth practice or pediatric emergency medicine, critical care, home health, or ambulatory clinical settings required

Responsibilities

Uses appropriate evidence-based assessment, complex interviewing techniques, and instruments related to ambulatory care nursing to collect pertinent patient, family, or population‑specific data
Collects subjective and objective health status data from multiple sources, including patients, caregivers, members of the healthcare team, document records, and other relevant sources
Prioritizes data collection activities based on the patient’s, group’s, or population’s immediate health needs or the nurse’s judgment of anticipated patient needs
Synthesizes available data, information, and nursing knowledge relevant to the presenting health situation to identify patterns and variances
Prioritizes collected data and information based on the patient’s or population’s condition and preferences, the situation, and/or anticipated needs
Documents collected information and data in a retrievable, understandable, and readable format
Develops individualized telehealth plans for patients seeking care for health promotion or health‑related situational problems
Identifies critical and crisis call situations
De‑escalates patient, parent, or caregiver interactions to obtain necessary information and establishes a trusting, caring relationship with the caller
Prioritizes interventions and implements the plan of care in partnership with the patient, family, caregivers, and other healthcare professionals in a timely manner
Orients patients, families, and caregivers to services, access to care, and available resources
Uses health teaching methods and approaches appropriate to the situation that recognize the individual patient’s age, gender, race, ethnicity, diversity, and cultural norms
Demonstrates a commitment to continuous lifelong learning and education for self and others
Within 24 business hours, follows up on 10% of calls (or as directed by leadership) that were referred to a higher level of care
Conducts peer audits of triage call documentation on a quarterly basis