Registered Nurse Triage Call Agent Patient Service Center PRN

Intermountain Health • Lake Park, IA

1d • Remote

About The Position

The RN in the Clinical Communication Call Center ensures a superior customer service experience for all who interact with the Clinical Communication Call Center. The RN provides consultation, education, and strategic guidance related to patient questions and health needs via a phone, email, text or other communication method. The Registered Nurse has responsibility to provide accurate, safe and relevant information and support to the patients who are contacting Intermountain for advice or have been recently discharged. Key responsibilities for incoming calls include receiving, triaging and responding to telephone calls/contact from patients and family members. Outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center. Both services will require the ability to assess patients by phone, provide recommendations, offer referral, education and when necessary, direct them to the appropriate level of care. This position will be providing triage phone support for Primary Care Clinics throughout the canyons region. Caregivers can expect to be on the phone the majority of their shifts, but will have scheduled breaks. Scope Outbound and Inbound call center activities, including telephone, email, text and other communication methodologies. Call center will function 24 hours a day, 7 days a week. Triage, assess, educate, and refer within the nurse call function and according to policy and procedures.

Requirements

• Current RN Licensure in the state of practice.
• Basic Life Support certification (BLS) for healthcare providers.
• Five years of clinical experience.
• Exceptional verbal and written communication skills.
• Strong ability for conceptual thinking, problem resolution and planning.
• Intermediate knowledge and skill of word processing software.
• RNs hired or promoted into this role need to have or obtain their BSN within three years of hire or promotion.
• Ability to adapt to unpredictable situations in the work setting.
• Strong clinical background and understanding with ability to triage, assess needs, and refer clients as appropriate, maintaining clinical skills and competency of nursing practice.
• Understanding of regulatory, compliance, patient safety, and policy/procedures of Intermountain.
• Excellent communication skills and ability to communicate in a clear and timely manner with variety of people and levels of education.
• Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess patient needs.
• Frequent interactions with patient care providers, patients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, alarms, needs, and issues quickly and accurately, particularly during emergency situations.
• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use and typing for documenting patient care, accessing needed information, etc.

Nice To Haves

• Five years of clinical RN experience, with a strong background in emergency nursing, telephone triage, primary care, or medical-surgical nursing, demonstrating well developed assessment and decision making skills.
• Spanish speaking RN is highly preferred.
• Bachelor's degree in Nursing (BSN).
• Seven years of Clinical Experience in direct patient care.
• Experience with Patient Education.
• Experience in triage clinical area.
• Spanish or second language.

Responsibilities

• Receiving, triaging and responding to telephone calls/contact from patients and family members.
• Making outbound calls for patients discharged from a hospital, emergency department or outpatient surgical center.
• Assessing patients by phone, providing recommendations, offering referral, education and directing them to the appropriate level of care.
• Adapting to unpredictable situations in the work setting.
• Triage, assess needs, and refer clients as appropriate, maintaining clinical skills and competency of nursing practice.
• Providing accurate and relevant information using a variety of protocol and charting tools.
• Maintaining sensitive, confidential information.
• Working independently or in a team environment.
• Providing general health information, education and direction on appropriate level of care.
• Documenting all calls and charting as appropriate, while utilizing relevant data, listening skills and problem resolution skills.

Benefits

• Comprehensive benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
• PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment.

What This Job Offers

• Career Level: Senior