Triage Hospice RN (Call Center)

VITAS Healthcare•San Diego, CA

About The Position

The VITAS Telecare RN is an interdisciplinary team member responsible for identifying and addressing 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 Triage 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 RN coordinates after-hours service delivery, including patient and family education, dispatching interdisciplinary visits, and coordinating services with external vendors and resources. The position also supports and collaborates with Telecare staff and LPN/LVNs, provides bereavement support, and documents patient and family interactions and their resolution in the patient record. The RN reviews documentation by Telecare LPN/LVNs and Patient Care Coordinators for compliance with documentation standards. Additional duties include helping orient new team members when assigned, attending in-services and meetings, pursuing professional growth goals and hospice nursing certification when qualified, and instructing patients and families in the appropriate use of medications, home medical equipment, and supplies. The RN uses contract resources appropriately, promotes customer service-oriented care, supports Care Connection Center cultural platforms, and complies with departmental standards, policies, procedures, training, workload, disaster planning, attendance, and quality requirements. Other duties may be assigned.

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, including phone etiquette and call handling.
Thorough knowledge of professional nursing principles, methods, and procedures; anatomy and physiology; medical supplies and equipment used in nursing practice; and medication uses and effects, including narcotics.
Working knowledge of applicable state and federal laws and regulations governing 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.

Responsibilities

Identify the physical, psychological, social, and spiritual needs of patients and families requiring after-hours assistance.
Provide clinical assessment and intervention using the nursing process, the VITAS Palliative Care Guide, and Triage Protocols.
Advocate for patients and families by communicating with attending physicians, long-term care facility staff, case managers, and other external contacts as needed.
Collaborate with LPN/LVNs and support Telecare staff to promote favorable patient outcomes.
Coordinate after-hours services, including patient and family education, dispatching interdisciplinary visits, and arranging services with external vendors and resources.
Provide bereavement support to families.
Document patient, family, contact, and vendor interactions in the patient record, including assessments, plans of care, caller agreement, interventions, actions, 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 when assigned.
Attend scheduled in-services, staff meetings, and educational conferences.
Develop professional growth goals and objectives and review them monthly with the supervising manager.
Seek hospice nursing specialty certification when qualified.
Instruct and document 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 to care delivery 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 as assigned.