Triage Hospice RN (Call Center)

VITAS Healthcare•Mesa, AZ

About The Position

The VITAS Telecare RN is a member of the interdisciplinary team and is responsible for identifying the physical, psychological, social, and spiritual needs of patients and families seeking assistance after normal business hours. The RN provides clinical assessment and intervention using the nursing process, the VITAS Palliative Care Guide, and Telecare protocols, and advocates for patients and families by communicating with attending physicians, long-term care facility staff, case managers, and other external contacts as needed. The role coordinates after-hours service delivery, including patient and family education, dispatching interdisciplinary visits, and coordinating services with external vendors and resources. The RN collaborates with LPN/LVNs and Telecare staff, provides bereavement support, documents patient and family interactions, and reviews documentation made by Telecare LPN/LVNs and Patient Care Coordinators for compliance with documentation standards. The RN may participate in orienting new team members, attends in-services, staff meetings, and educational conferences, and develops professional growth goals with the supervising manager. The role includes instructing patients and families on appropriate use of medications, home medical equipment, and supplies; using contract resources appropriately; promoting customer service and Care Connection Center cultural platforms; and complying with departmental standards, policies, procedures, training, workload management, disaster planning, attendance, and quality requirements. Other duties may be assigned by a supervisor or management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Requirements

At least two years of acute-care hospital nursing experience in medical-surgical, oncology, home health, or emergency nursing.
Eligible for licensure in other states where VITAS Triage services are located.
Excellent verbal, written, and interpersonal communication skills, including effective telephone skills.
Ability to work as a team player and multitask.
Proficiency in customer conflict resolution and crisis management.
Proficiency in telephone techniques, phone etiquette, and call handling.
Thorough knowledge of professional nursing principles, methods, and procedures; anatomy and physiology; nursing supplies and equipment; and medication uses and effects, including narcotics.
Working knowledge of applicable state and federal laws and regulations for registered nursing and the scope-of-practice limitations of clinic support staff.
Ability to work weekends and holidays as necessary to support Care Connection Center operations.
Ability to type 40 WPM.
Graduate of an accredited school with an associate or bachelor's degree in Nursing.
Current Registered Nurse license(s) with no current or pending restrictions.
Telecare RNs residing in a Nurse Licensure Compact state must have or obtain a multistate license designation for their active state nursing license.
May be required to obtain additional nursing licenses based on business needs.

Nice To Haves

One year of customer service or call center experience is preferred.

Responsibilities

Identify the physical, psychological, social, and spiritual needs of patients and families seeking assistance after normal business hours.
Provide clinical assessment and intervention using the nursing process, VITAS Palliative Care Guide, and Telecare protocols.
Advocate for patients and families by communicating with physicians, long-term care facility staff, case managers, and other external contacts as needed.
Collaborate with LPN/LVNs and Telecare staff to support favorable patient outcomes.
Coordinate after-hours service delivery, including education, dispatching interdisciplinary visits, and arranging services with external vendors and resources.
Provide bereavement support to families.
Document interactions in patient records, including assessments, plans of care, caller agreement, actions, interventions, and resolutions.
Review entries made by Telecare LPN/LVNs and Patient Care Coordinators for compliance with documentation standards.
Participate in orientation of new team members as assigned by the supervising manager.
Attend scheduled in-services, staff meetings, and educational conferences.
Develop professional growth goals and objectives and review them monthly with the supervising manager.
Seek certification in hospice nursing when qualified.
Instruct patients and families in the appropriate use of medications, home medical equipment, and supplies.
Use contract personnel and resources, including pharmacy, home medical equipment, agency staff, and transportation services, appropriately.
Promote a customer service-oriented approach and support Care Connection Center cultural platforms.
Comply with departmental standards, policies, and procedures, including training, workload management, disaster planning, attendance, and quality standards.
Perform other duties assigned by a supervisor or management.