RN Transfer Call Center

University of Arkansas System • Little Rock, AR

1d

About The Position

The Registered Nurse (RN) performs telephonic patient triage using decision-making software, assists with patient consultations and transports, and uses videoconferencing equipment for telemedicine operations. The RN practices within the limits of the Nurse Practice Act of the State of Arkansas and adheres to institutional policies, procedures, and standards.

This position supports the Central Access department by coordinating patient triage, inbound transport requests, consultation communications, and related clinical and administrative activities. It also contributes to quality improvement, department operations, staff support, and efficient use of resources.

Requirements

• Associate's degree, Nursing Diploma, bachelor's degree in nursing, or master's degree in nursing.
• Valid RN license.
• Three or more years of RN or case management experience.
• Current BLS and ACLS certification.
• Excellent communication skills.
• Basic computer skills.
• Strong work ethic and accountability.

Nice To Haves

• Bachelor's or master's degree in nursing.
• Five years of registered nursing experience.
• Experience in critical care, emergency department, phone triage, hospital transfer, case coordination, telephone etiquette, labor and delivery, or high-risk antepartum service.

Responsibilities

• Provides telephone or interactive-conference patient triage for specific patient populations, including follow-up calls, emails, and EMR documentation.
• Reviews inbound patient transport requests, connects callers with the appropriate UAMS physician, records clinical interactions during reports, and provides administrative support for patient acceptance.
• Coordinates follow-up calls and emails for preregistration, ADON/facility notifications, access-team coordination, and nurse-to-nurse reports at the time of transport.
• Assists with management of images in the Trauma Image Repository as needed.
• Promotes positive interaction and communication between the consultation center, UAMS, and physicians statewide and their offices.
• Provides requested reports, analyzes patient-care factors, and helps improve the quality and efficiency of the consultation center.
• Applies relevant technical knowledge, skills, and experience to assigned tasks and assists the manager with planning measurable goals and objectives.
• Completes work in a timely manner through effective organization, prioritization, delegation, and time management.
• Serves as a professional role model and mentor; facilitates call-center improvements through communication, collaboration, and interdisciplinary problem solving.
• Participates in staff recruitment and retention and supports team members in performing their duties.
• Orients new employees and documents orientation in coordination with personnel and in accordance with UAMS policy.
• Communicates with coworkers fairly, consistently, objectively, and professionally.
• Identifies and reports procedures that are not cost-effective to the Call Center Assistant Director and Director.
• Assists the Director with cost-conscious use of staff, space, and supplies within budgetary restraints.
• Multitasks and addresses complex or occasional emergent situations to support call-center operations, quality patient care, and service to referral providers.
• Uses critical thinking and sound judgment based on available information and facts to make decisions and solve problems.
• May perform other miscellaneous duties as assigned.

Benefits

• Medical, dental, and vision plans for qualifying staff and family.
• Holiday, vacation, and sick leave.
• Education discount for staff and dependents (undergraduate only).
• Retirement contribution matched by UAMS up to 10%.
• Basic life insurance up to $50,000.
• Career training and educational opportunities.
• Merchant discounts.
• Concierge prescription delivery on the main campus when using the UAMS pharmacy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree