Limited-Term Registered Nurse - Call Center (On-Site)

One Community Health•Sacramento, CA

56d•Onsite

About The Position

The Call Center Registered Nurse (CCR RN) is a critical part of the call center team that provides telephonic care and support to patients. Utilizing the nursing process, the CCR RN triages a variety of calls from patients, caregivers, external specialty offices, laboratories, radiology offices, hospitals, and other community partners. The CCR RN interacts and collaborates with many internal departments and roles to provide high quality service to our patients and their families. Location: This role is on-site in Midtown - Sacramento, CA (95811). Full-Time: 40 hours per week Limited-Term Duration: Approximately 3 months

Requirements

Associate's degree in nursing
Possess and maintain a current Registered Nurse (RN) license in the state of California
Possess and maintain a current Basic Life Support (BLS) certificate
Minimum of 3 years of experience in direct patient care
Excellent verbal and written communication skills
Ability to communicate clearly, compassionately, and calmly with patients, caregivers, medical professionals, coworkers, and community members
Ability to work with ethnically and culturally diverse populations
Ability to apply creative problem-solving skills to the complex issues that arise
Possess a broad knowledge base of physical, mental, and social needs for our population
Active CPR and BLS Certification.

Nice To Haves

Bachelor's degree in nursing preferred
3-5 years' experience in ambulatory care setting preferred
Bilingual skills preferred (Spanish, Dari, Pashto)
Experience with Epic EMR
Ability to collaborate effectively across a broad spectrum of backgrounds and perspectives. Candidates who demonstrate inclusive thinking and interpersonal awareness help strengthen our commitment to equitable and compassionate care for all.
Demonstrated person-centered approach and familiarity with trauma informed systems and restorative practices.

Responsibilities

Respond to transferred calls from patients, providers, and pharmacies
Monitor and follow up on After Hours calls from Triage Logic, including further telephonic assessment and scheduling follow ups with care team unit as needed
Monitor and respond to triage calls by speaking directly with patients or caregivers
Quickly determine urgency of a patient call based on brief assessment of the patient's condition and review of their medical record
Respond to incoming calls for critical lab and radiology results and coordinate management with the appropriate care team unit or clinician
Use clinical decision-making and assessment skills to direct patients to level of care needed (emergency room, urgent care, walk-in clinic, primary care, or home care), including arranging emergency transportation if needed
Respond to routine information requests, including prescription refills
Document accurately, completely, and in a timely manner in the electronic health record
Must work across all departments including, but not limited to, primary care, external specialties, pharmacies, radiology office, and laboratories.
Consult with team members, including, but not limited to, clinicians, nurses, medical assistants, case managers, referral coordinators
Schedule appointments as needed, including primary care, post-hospital, or walk-in clinic
Serve as a clinical resource and professional role model for staff
Assist supervisor with developing nursing policies and procedures
Provide patient education including, but not limited to, disease processes, medications, and health-promoting behaviors
Communicate effectively and tactfully with staff, patients, and the community
Work for first call resolution of patient concerns or needs as appropriate
Complete Transitional Care Management telephone encounters
Function independently in a high-paced environment
Participate in performance improvement activities to improve clinic operations and optimize patient care
Adhere to all policies, procedures, protocols, and workflows
Attend and participate in staff meetings, projects, and committees as assigned
Complete tasks in the Triage and TCM Inbasket protocols.