RN/LPN Onsite Telephone Triage-3rd Shift

Hospice of the Western Reserve•Cleveland, OH

9d•Onsite

About The Position

Reserve Care, formerly Hospice of the Western Reserve, is seeking Clinical Agents (Telephone Triage LPNs) to provide prescribed medical treatment and personal care services to terminally ill persons in collaboration with the transdisciplinary team. This role involves coordinating the implementation of the Plan of Care for each patient utilizing the Nursing Process. The company operates with a mission to relieve suffering, enhance comfort, promote quality of life, foster choice in end-of-life care, and support effective grieving, all while celebrating individual worth. They emphasize a passion for purpose-driven work and foster a supportive team environment.

Requirements

High School Diploma or Equivalent required.
Graduate from an accredited school of professional nursing or a school accepted for candidacy status from an accrediting body.
Registered Nurse License (RN) in the State of Ohio.
2-4 years of clinical support of triage or call experience in a medical setting.
Excellent verbal and written communication skills.
Excellent clinical judgment and decision-making skills.
Ability to adapt to effectively handle stress and difficult situations.
Ability to work with minimum direction and supervision.
Strong attention to detail.
Ability to work in a team environment.
Proven ability to demonstrate excellent and strong empathic phone and verbal communication with active listening skills.
Ability to multitask, set priorities, and manage time effectively.
Proficient with computers.
Familiar with EMR systems and practices.
Compliance to Annual Flu Shot Policy or ability to provide exemption documentation.
Provide an active auto insurance policy as a licensed driver in the State of Ohio with the proper level of coverage.
Provide an active driver’s license.
Ability to provide proof of eligibility to work in the United States.
High level of integrity, ethics, and professionalism.

Nice To Haves

A minimum of 3 years recent clinical experience in a physician’s office, hospice or palliative care work, home health, critical care, and/or emergency room.
Relevant experience includes direct patient triage, clinical phone triage, demonstrated excellence in clinical assessment using nursing process, or adult/pediatric nursing care in a physician or hospital setting.

Responsibilities

Answer escalated calls from families, hospital staff, nurses, pharmacies, patients, and providers to assess situations and advise on care needs.
Triage inbound calls for multiple healthcare professionals and families, providing intervention such as advice or dispatch.
Demonstrate a calm and attentive presence, expert administration of care, and a spirit of compassion.
Relay updated or new provider contact information to staff and management.
Accurately document inbound/outbound patient information in the agency’s EMR and associated systems.
Provide next-level medical advice to supporting agents by being available in the Five9 system.
Perform other duties as assigned.