RN Transfer Call Center

University of Arkansas System•Little Rock, AR

About The Position

The Registered Nurse (RN) performs telephonic patient triage using decision-making software, assists with patient consults 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. The role supports the Central Access consultation center by providing clinical review and coordination for patient calls, consultations, and transfers, and by helping maintain and improve service quality. The RN may also contribute to staff orientation, team leadership, resource management, and other duties as assigned.

Requirements

Associate's degree, Nursing Diploma, Bachelor's in nursing, or Master's in nursing.
Valid RN License.
Three (3) or more years of RN or case management experience.
Current BLS and ACLS certification.
Excellent communication skills.
Basic computer skills.
Strong work ethics and accountability.

Nice To Haves

Bachelor’s in nursing or Master's in nursing.
Five years of Registered Nursing experience.
Experience in Critical Care, ED, Phone Triage, Hospital Transfer, Case Coordination, Telephone etiquette, Labor and Delivery, or High-Risk antepartum service.

Responsibilities

Provide telephone or interactive-conference patient triage for specific patient populations, including follow-up calls, emails, and EMR documentation.
Provide clinical review for inbound patient transport requests, connect callers with the appropriate UAMS physician, document clinical interactions during reports, and provide administrative backup for patient acceptance.
Coordinate follow-up calls and emails for preregistration, ADON/facility notifications, access team coordination, and nurse-to-nurse reports at the time of transport.
Assist with management of images in the Trauma Image Repository as needed.
Promote positive interaction and facilitate communication among the consultation center, UAMS, and physicians statewide and their offices.
Provide requested reports to appropriate personnel and analyze and identify critical factors of patient care to improve the quality and efficiency of the consultation center.
Apply relevant technical knowledge, skills, and experience to assigned tasks.
Assist the manager in planning measurable goals and objectives for performance.
Complete responsibilities in a timely manner using organization, prioritization, delegation, and time-management skills.
Serve as a professional role model and mentor.
Facilitate improvements to the Call Center through communication, collaboration, and interdisciplinary problem-solving.
Participate in staff recruitment and retention and support staff as a team member.
Orient new employees and document their orientation in coordination with personnel and in accordance with UAMS policy.
Communicate with coworkers fairly, consistently, objectively, and professionally.
Identify and report procedures that are not cost-effective to the Call Center Assistant Director and Director.
Assist the Director with cost-conscious use of staff, space, and supplies within budgetary restraints.
Use multitasking, problem-solving, and critical-thinking skills to address complex and occasional emergent situations and support quality patient care and service to referral providers.
Perform other miscellaneous duties as assigned.