Registered Nurse-Triage Call Center

Department of Veterans Affairs • Lexington, KY

49d • Onsite

About The Position

We are seeking a dedicated and experienced Registered Nurse (RN) to join our Daytime Clinical Call Center. This role involves providing high-quality, virtual care to Veterans, focused on promoting health and preventing illness. The successful candidate will leverage their nursing expertise to deliver patient care through a structured, virtual environment. As a Registered Nurse in the Daytime Clinical Call Center, you will be responsible for providing and supervising direct patient care through the nursing process, including assessment, planning, implementation, and evaluation tailored to age-specific needs. You will coordinate patient care with an emphasis on education, self-management, and ensuring customer satisfaction across the continuum of care while adhering to established policies, guidelines, and procedures to maintain compliance and quality standards. The role requires effective collaboration with interdisciplinary team members to influence care outcomes, demonstrating leadership and innovative approaches when managing complex patient care scenarios. You will demonstrate proficiency in practice through conscious and deliberate planning of complex medical issues that patients present with over the phone. Excellent communication and customer service skills will be essential, along with the ability to perform assessments using critical thinking via telephone consultations. Your duties will include triaging all clinical calls related to new symptoms or changes in condition using VHG/CRM/CLEAR Internet-Based Protocols, with Briggs protocols as a backup during computer outages, throughout the Medical Centers and Community-Based Outpatient Clinics (CBOCs) in VISN 9. You will appropriately disposition patients per protocol and network with PACT RNs for handoffs as necessary across all VISN 9 facilities. Additionally, you will document all patient contacts in CPRS and CRM, and enter encounter/workload captures according to policy. You will be responsible for reporting unusual occurrences and adverse events, as well as documenting patient encounters accurately in the electronic health record. During public health emergencies and natural disasters, you will provide consistent care and implement the Emergency Preparedness Plan, ensuring seamless and continuous care. The Call Center may transition to the VISN 9 Clinical Contact Center in the near future, extending services to Veterans throughout the VISN 9 Medical Centers and their associated community-based outpatient clinics.

Requirements

• Dedicated and experienced Registered Nurse (RN)
• Excellent communication and customer service skills
• Ability to perform assessments using critical thinking via telephone consultations
• 1 full and unrestricted license from any US State or territory

Responsibilities

• Provide and supervise direct patient care through the nursing process, including assessment, planning, implementation, and evaluation tailored to age-specific needs.
• Coordinate patient care with an emphasis on education, self-management, and ensuring customer satisfaction across the continuum of care.
• Adhere to established policies, guidelines, and procedures to maintain compliance and quality standards.
• Collaborate with interdisciplinary team members to influence care outcomes.
• Demonstrate leadership and innovative approaches when managing complex patient care scenarios.
• Triage all clinical calls related to new symptoms or changes in condition using VHG/CRM/CLEAR Internet-Based Protocols, with Briggs protocols as a backup during computer outages, throughout the Medical Centers and Community-Based Outpatient Clinics (CBOCs) in VISN 9.
• Appropriately disposition patients per protocol and network with PACT RNs for handoffs as necessary across all VISN 9 facilities.
• Document all patient contacts in CPRS and CRM, and enter encounter/workload captures according to policy.
• Report unusual occurrences and adverse events.
• Document patient encounters accurately in the electronic health record.
• Provide consistent care and implement the Emergency Preparedness Plan during public health emergencies and natural disasters.

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) and 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: Mid Level
• Industry: Administration of Human Resource Programs
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees