Contact Center RN - Call Center - FT 1.0 (80 hrs biweekly)

MEMORIAL HEALTH SYSTEM•Marietta, OH

23h•Onsite

About The Position

In an environment of continuous quality improvement, the Contact Center RN is responsible for assisting in the centralized call center providing complex clinical care in the form of triage, health information, access and follow up to patients. Uses medically-approved nursing assessment guidelines, educational knowledge base and nursing experience to determine level of urgency and medical evaluation of patient’s situation. The nurse is responsible for assessing caller’s needs, developing a care plan based upon phone assessment and directing patient to appropriate healthcare provider/facility if required. The position documents information provided to patients and obtained from patients in any/all applicable electronic health record systems. Exhibits the MHS Standards of Excellence and exercises strict confidentiality at all times.

Requirements

Current licensure in the State of Ohio/West Virginia as a Registered Nurse required.
Utilizes sound clinical judgment and decision making skills to perform triage and follow up on patient care using current state established protocols, multidisciplinary plan of care and clinical area specific standards.
Exhibits excellent customer service skills and personal service knowledge including needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
Outstanding written, verbal, telephone and interpersonal communications skills, including time management and ability to prioritize tasks.
Ability to work effectively with minimal supervision.
General office abilities including typing (no less than 20 words/minute), faxing.
Reading comprehension skills and computer literacy required.

Nice To Haves

Minimum 5 years nursing experience preferred.

Responsibilities

Provide non-diagnostic telephone assessment of patient’s symptoms and situation through medically approved nursing assessment guidelines.
Exercises independent judgment in working with the patient to determine the level of urgency and timeframe for identified evaluation/referrals based on nature of symptoms/concerns.
Provides timely referrals to appropriate department/service lines for follow up evaluation based on patient’s concerns/symptoms.
Completes computerized call documentation in accurate and timely manner in accordance with established health system and department standards, goals and objectives.
Provides needs assessment and age specific health education for assigned patient population.
Provides non-clinical management of incoming/outgoing calls.
Assists in providing patient access to the services of the health system including physician referral, screening and class registration and other services.
Maintains knowledge of regulations, policies, laws and guidelines that impact the contact center.
Follows established internal controls that promote adherence to applicable state/federal laws and the program requirements of accreditation agencies.
Identifies ways to improve work processes and improve customer satisfaction.
Collects data and helps analysis for patterns or trends.
Assumes all other duties and responsibilities as necessary.
Provides principle support of LVM and Meditech applications within the Contact Center scope of practice by maintaining thorough understanding of the software and interfaces.
Assesses proper software integration and interfacing with other systems to ensure quality data for daily use and reporting purposes.
Provides timely and relevant reports monthly and quarterly for department and medical director that identify individual performance compared to colleagues and national benchmarks (as available).
Provides daily assistance to staff experiencing technical problems and/or attempting to access/navigate software.
Assists in training and coordination of both onsite and offsite staff technical needs.
Liaison between IT, vendor and Contact Center for daily usage and projects as assigned.
Conducts quality control checks to ensure integrity of data.