Registered Nurse-Clinical Contact Center

Veterans Health Administration • Memphis, TN

1d • Onsite

About The Position

The Registered Nurse delivers fundamental knowledge-based care to assigned clients while developing technical skills. Assesses, plans, implements, and evaluates care based on age-specific components. Assumes responsibility for the coordination of care focused on patient education, self management, and customer satisfaction throughout the continuum of care. The Registered Nurse (RN) Clinical Contact Center is responsible and accountable for all elements of the nursing process when providing and/or supervising direct patient care. Assumes responsibility for the coordination of care focused on patient education, self-management, and customer satisfaction throughout the continuum of care. Follows procedures per established policies and guidelines. Influences care outcomes by collaborating with members of the interdisciplinary team. Core elements of performance include knowledge and active participation in the unit/program level quality improvement process and initiatives as well as customer service programs. The RN is responsible is responsible for providing competent, evidence-based care to assigned patients. The individual will assist in directing the nursing education, orientation, competencies and providing quality improvement and outcomes utilization consultation. The CCC RN Provides direct care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness based on the application of the nursing process which includes systematic data gathering, assessment, use of appropriate nursing judgment and evaluation of human responses to actual or potential health problems. The CCC RN role is complex, requiring flexibility, independent decision making, and collaboration. The CCC RN is a proficient communicator and provides timely, appropriate advice, and guidance to patients and/or their representatives who seek assistance with healthcare issues. The CCC RN communicates through a structured process in which information is exchanged clearly and accurately among team members. They must be able to utilize appropriate internal and external resources to the virtual encounter, report unusual occurrences and adverse events, integrate, and apply pertinent aspects of governing initiatives, directives, memorandums, and clinical practice guidelines to their professional nursing practice. Actively assesses situational elements to gain understanding and maintain awareness to support team functioning and improve care at the workgroup/unit level. Considers recommended dispositions and interventions from clinical decision support tools to assess and address the clinical needs of patients. The CCC RN recommendations reflect the uniqueness of each patient and their health concerns as well as disease processes and adaptation. Recommendations may be emergent and include those to preserve life, prevent disability, or promote health and well-being, including teaching and counseling. Seamless and consistent care is also provided during public health emergencies and natural disasters as a bridge until access to usual health care resources can be resumed, promoting safety and continuity along the continuum of care. The CCC RN consolidates these services through one center, using telehealth modalities to serve Veterans that receive care at a facility within the VISN, and expanding the service area when necessary for planned coverage of other VISN'S, to provide care to traveling or relocating Veterans, and to implement the Emergency Preparedness Plan.

Requirements

• U.S. Citizenship; non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
• Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation/examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• You may be required to serve a probationary period.
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• English Language Proficiency. In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.
• Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE); OR Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program. Upon achievement of a State license, the individual may be appointed on temporary basis and later converted to a permanent appointment upon successful completion and graduation from the bridge program. (Reference VA Handbook 5005, Appendix G6); OR In cases of graduates of foreign schools of professional nursing, possession of a current, full, active, and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing to warrant an appointment as a Nurse who has completed an associated degree/entry level Nursing education program. Credit for foreign nursing education higher that associate degree/entry level requires a formal degree equivalency validation from a recognized equivalency evaluation accepted by VA such as International Consultants of Delaware (ICD).
• Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia.
• Graduate Nurse Technician (GNT) Exception: Candidates who otherwise meet the basic education requirements, but do not possess the required licensure, may be appointed at the entry step of the grade and level applicable to the completed nursing education as a GNT on a 120-day temporary appointment while actively pursuing licensure (may be extended up to two years on a case-by-case-basis.)
• Grandfathering Provision - All persons currently employed in VHA in 0610 series and performing the duties as described in the qualification standard on the effective date of the standard (1/29/2024) are considered to have met all qualification requirements for the grade held including positive education and licensure/certification.

Nice To Haves

• Emergency Room/ICU experience
• Telephone Care experience
• Computer Skills
• Ambulatory Care Certification

Responsibilities

• Delivers fundamental knowledge-based care to assigned clients while developing technical skills.
• Assesses, plans, implements, and evaluates care based on age-specific components.
• Assumes responsibility for the coordination of care focused on patient education, self management, and customer satisfaction throughout the continuum of care.
• Responsible and accountable for all elements of the nursing process when providing and/or supervising direct patient care.
• Follows procedures per established policies and guidelines.
• Influences care outcomes by collaborating with members of the interdisciplinary team.
• Provides competent, evidence-based care to assigned patients.
• Assists in directing the provision of nursing education, orientation, competencies and providing quality improvement and outcomes utilization consultation.
• Provides direct care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness based on the application of the nursing process.
• Utilizes appropriate internal and external resources to the virtual encounter.
• Reports unusual occurrences and adverse events.
• Integrates and applies pertinent aspects of governing initiatives, directives, memorandums, and clinical practice guidelines to their professional nursing practice.
• Actively assesses situational elements to gain understanding and maintain awareness to support team functioning and improve care at the workgroup/unit level.
• Considers recommended dispositions and interventions from clinical decision support tools to assess and address the clinical needs of patients.
• Provides seamless and consistent care during public health emergencies and natural disasters as a bridge until access to usual health care resources can be resumed, promoting safety and continuity along the continuum of care.
• Consolidates services through one center, using telehealth modalities to serve Veterans that receive care at a facility within the VISN, and expanding the service area when necessary for planned coverage of other VISN'S, to provide care to traveling or relocating Veterans, and to implement the Emergency Preparedness Plan.

Benefits

• Competitive salary
• regular salary increases
• potential for performance awards
• 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
• Traditional federal pension (5 years vesting)
• federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree