Staff Nurse - Integrated Call Center (60%)

UIOWA•Iowa City, IA

19h•Hybrid

About The Position

The Integrated Call Center is seeking a Staff Nurse at 60% time. The Staff Nurse provides support via telephone and electronic communication forums to UI Healthcare patients, referring entities and business partners. Nurses within the Integrated Call Center utilize the nursing process to provide education and care for individual patients or defined patient populations via the telephone. Telehealth nursing practice involves providing guidance to clients who call regarding health problems or symptoms which concern them. The advice, given by the triage nurse, may include coming into the hospital or a clinic, remaining at home and observing the symptoms, or following a treatment regimen. Integrated Call Center nurses utilize their clinical judgment skills in conjunction with established protocols (via a computerized decision support systems) to enable, educate, and encourage people to improve their health and make appropriate use of medical care.

Requirements

An Associate’s Degree in Nursing, a Diploma in Nursing, a Baccalaureate Degree in Nursing, Professional Master’s of Nursing and Healthcare Practice (MNHP), MSN/Clinical Nurse Leader or a Master’s Degree in Nursing (MSN, MA) is required.
Current license to practice nursing in Iowa is required by date of hire.
Excellent written and verbal communication skills are required.
Demonstrates excellent interpersonal skills with patients/families, nursing staff, and interdisciplinary team members as demonstrated through written and verbal interactions.
General computer skills are required.
Ability to multi-task; working with computer software & responding to patient calls simultaneously is required.
Adaptability in working with computer software programs is required.
3-5 years of RN Clinical Nursing Experience is required.

Nice To Haves

Baccalaureate Degree in Nursing or Masters’ Degree in Nursing is highly desired.
If Baccalaureate degree in Nursing is not yet obtained, active enrollment in a BSN program is desirable.
Previous experience with telephone triage is desired
Experience with high-volume public contact/customer service is desired.
Comprehensive knowledge of University of Iowa Health Care clinical programs and services is desired.
Experience handling a multi-phone line system is desired.
Previous experience working with electronic medical records is desired.

Responsibilities

Assumes accountability for advice provided to callers
Assumes responsibility for service provided by self and other staff members under the nurse’s direction
Evaluates the quality of nursing care provided by other staff members
Participates in the development of unit, division, department, hospital policies, procedures, and protocols
Contributes to the solutions of staffing issues
Participates in projects/committees for enhanced functioning of the unit and supports department level decision-making
Participates in ongoing strategic planning process
Participates in the development and implementation of computer applications
Provides recognition and support for colleagues
Represents the interests of the University and of unit leadership in the use of resources to meet service and productivity demands within unit goals and budgets; strives to promote continual process and quality improvement
Contributes to cost containment strategies in unit
Maintains knowledge of Standards of Care and other regulatory compliances
Consistently makes sound judgments after gathering factual, objective information
Demonstrates tolerance for change
Incorporates the principles of Service Excellence to ensure positive patient/customer relations
Maintain knowledge of Telehealth Nursing Practice Administration and Practice Standards
Develops and maintains knowledge of the full range of UI faculty, staff, and services offered by the University of Iowa Health Care
Keep current with nursing and health care knowledge base and to pursue further enhancements of job-related knowledge
Builds and sustains relationships and develops collaborative working relationships
Maintains competency in age appropriate communications skills for all age groups.
Maintains interpersonal relationships and communications with caller that exemplifies the highest level of guest relations with an unfailing courteous and helpful approach without regard to the caller’s manner
Responds efficiently and effectively to requests from internal and external customers, assessing the need, prioritizing the request, offering appropriate alternatives, and connecting them with the appropriate resource or handling the request if the information is within the scope of the call center
Offers constructive feedback and solutions to problems
Ensures that information is documented and recorded per departmental procedures
Monitors calls appropriately to assure that appropriate individuals are notified, information is communicated, and resources are arranged
Remains calm and constructive in conflict situations
Develops, and implements, patient/family teaching plan based on identified health education needs and the condition and age of the patient
Evaluates and documents effectiveness of patient/family teaching through follow up telephone calls
Participates in the orientation of new nursing staff and the ongoing education of nursing personnel, as directed by the Director or designee
Collaborates with unit nursing staff to develop/share best practices
Invests in own continuous learning and skill enhancement