Telecare Registered Nurse (Call Center)

VITAS Healthcare•Miramar, FL

About The Position

The VITAS Telecare RN is an interdisciplinary team member responsible for identifying and addressing the physical, psychological, social, and spiritual needs of patients and families who need assistance after normal business hours. The nurse provides clinical assessments and interventions using the nursing process, the VITAS Palliative Care Guide, and Telecare protocols, and advocates for patients and families by communicating with attending physicians, long-term care facility staff, case managers, and other external contacts as needed. The role coordinates after-hours service delivery, including patient and family education, dispatching interdisciplinary visits, and arranging services with external vendors and resources. The nurse collaborates with LPN/LVNs and Telecare staff, provides bereavement support, documents patient and family interactions, and reviews Telecare LPN/LVN and Patient Care Coordinator entries for documentation compliance. The position also participates in new team member orientation as assigned, attends in-services and meetings, pursues professional growth, seeks hospice nursing certification when qualified, and instructs patients and families on medications, home medical equipment, and supplies. The nurse uses contract resources appropriately, promotes customer service-oriented care, supports Care Connection Center cultural platforms, and complies with departmental standards, policies, procedures, training, workload management, disaster planning, attendance, and quality standards. Other duties may be assigned by a supervisor or management.

Requirements

At least two years of acute-care hospital nursing experience in medical-surgical, oncology, home health, or emergency nursing.
Eligible for licensure in other states where VITAS Triage services are located.
Excellent verbal, written, and interpersonal communication skills and effective telephone skills.
Ability to work as a team player and multitask.
Proficiency in customer conflict resolution and crisis management.
Proficiency in telephone techniques, including phone etiquette and call handling.
Thorough knowledge of professional nursing principles, methods, and procedures; anatomy and physiology; nursing supplies and equipment; and medication uses and effects, including narcotics.
Working knowledge of applicable state and federal nursing laws and regulations, including scope-of-practice limitations for clinic support staff.
Ability to work weekends and holidays as necessary to support Care Connection Center operations.
Ability to type 40 words per minute.
Graduate of an accredited school with an associate or bachelor's degree in Nursing.
Current Registered Nurse license(s) with no current or pending restrictions.
Telecare RNs residing in a Nurse Licensure Compact state must have or obtain a multistate license designation for their active state nursing license.
May be required to obtain additional nursing licenses based on business needs.

Nice To Haves

One year of customer service or call center experience.

Responsibilities

Identify the physical, psychological, social, and spiritual needs of patients and families seeking assistance after normal business hours.
Provide clinical assessments and interventions using the nursing process, the VITAS Palliative Care Guide, and Telecare protocols.
Advocate for patients and families by communicating with physicians, long-term care facility staff, case managers, and other external contacts.
Collaborate with LPN/LVNs and Telecare staff to support favorable patient outcomes.
Coordinate after-hours services, patient and family education, interdisciplinary visits, and services with external vendors and resources.
Provide bereavement support to families.
Document interactions and their assessments, plans of care, caller agreements, actions, interventions, and resolutions in patient records.
Review Telecare LPN/LVN and Patient Care Coordinator entries for compliance with documentation standards.
Participate in orientation of new team members as assigned and attend in-services, staff meetings, and educational conferences.
Develop professional growth goals and objectives and review them monthly with the supervising manager.
Seek certification in hospice nursing when qualified.
Instruct patients and families on appropriate use of medications, home medical equipment, and supplies.
Use contract resources such as pharmacy, home medical equipment, agency staff, and transportation services appropriately.
Promote customer service-oriented care and support Care Connection Center cultural platforms.
Comply with departmental standards, policies, procedures, training, workload management, disaster planning, attendance requirements, and quality standards.
Perform other duties as assigned.