RN, Telecare Nurse Triage - M-F 8-4 Hybrid - Corp

Orlando Health•Orlando, FL

3d•Hybrid

About The Position

The RN, Telecare Nurse Triage handles high-volume after-hours patient care concerns and coordination using evidence-based practice standards. The nurse identifies, resolves, or escalates urgent clinical inquiries for Orlando Health and non-Orlando Health patients. The position includes a flexible work arrangement that allows work from home and is scheduled Monday through Friday, 8 a.m. to 4 p.m., on the day shift. Under the general supervision of the TeleCare shift supervisor, the RN conducts triage and communicates with patients through phone calls, texts, video, electronic messages, and digital communication assistants. The role includes nurse case management, nursing assessments, collaboration with providers and departments, patient education, care coordination, prescription refills in accordance with policy, and scheduling when indicated. The nurse uses Schmitt-Thompson protocols, documents interactions promptly, supports remote patient monitoring and enterprise pilot programs, and contributes to chart reviews, audits, reports, and performance improvement activities.

Requirements

BSN; graduate of an approved school of nursing.
Three years of advanced ED clinical experience; five years of clinical experience in the area of specialty when covering multiple specialties or service lines.
Current RN license in the State of Florida.
Obtain a multistate nursing license within the first 90 days of hire and maintain it.
Complete Ambulatory Care Nursing Certification (AMB-BC) within 36 months of hire.
Maintain current BLS/Healthcare Provider certification.

Nice To Haves

Experience with Epic EMR and Schmitt-Thompson protocols preferred.
Bilingual skills preferred but not required.

Responsibilities

Handle after-hours patient triage and inbound and outbound communications through phone, text, video, electronic messages, or digital communication assistants.
Assist with nurse case management, nursing assessments, collaboration with providers and other departments, and quality patient care in compliance with applicable regulations.
Apply nursing knowledge and critical thinking to provide developmental, cultural, and age-appropriate evidence-based care.
Assess patients by listening actively and asking probative questions.
Recognize changes in patient status and direct patients to an appropriate care setting or communicate information to the physician on call as needed.
Develop, coordinate, implement, and evaluate a plan of care for each call using Schmitt-Thompson protocols.
Provide courteous advice, plans of care, patient education, and quality customer service.
Make assigned follow-up outreach calls, texts, or electronic messages to patients and caregivers for symptom management and care coordination.
Accurately document initial and ongoing patient interactions immediately after each interaction.
Handle routine patient information requests in an assigned “Ask a Nurse” capacity.
Refill prescriptions according to Orlando Health policy and provider requirements.
Assist with scheduling same-day or next-day appointments when indicated by the disposition and level of care.
Meet unit expectations for call volume, call duration, quality, safety, and customer service.
Maintain regular, punctual attendance and comply with Orlando Health policies and procedures.
Use and maintain supplied equipment appropriately and troubleshoot technology issues to support uninterrupted patient service.
Serve as a clinical resource and professional role model for other nursing staff.
Participate in medical chart reviews and compile data for audits and reports.
Participate in assigned performance improvement activities.
Support remote patient monitoring, including monitoring out-of-range biometric values and coordinating appropriate clinical interventions.
Provide operational support for assigned enterprise pilot programs, contributing to evaluation and integration of telehealth models.
Perform other duties as assigned.