Triage Registered Nurse (RN) - Patient Access and Care Team (PACT) (Remote)

Advocate Health•Oak Brook, IL

8d•$36 - $53•Remote

About The Position

The Triage Registered Nurse provides telephonic nursing care using the nursing process and established protocols. The nurse assesses patient needs, determines the appropriate level of care, provides education and care instructions, develops plans of care, and collaborates or escalates to on-call providers when needed. The role prioritizes interactions according to acuity, applies evidence-based practice, promotes patient safety, and adapts communication and care guidance to patients’ age-specific needs. The nurse schedules appointments in accordance with protocol recommendations, coordinates care with clinicians and other healthcare team members, and assists with procedures and medication refills. The role also includes accurate, timely documentation in the patient’s electronic medical record; communication of relevant patient status and care responses to physicians and interdisciplinary team members; and participation in department meetings, quality improvement, professional development, and special projects. This is a part-time remote position with 30- or 32-hour schedules, using 8- or 10-hour shifts. Available start times include mornings and afternoons. The employee must work every fourth weekend and participate in holiday rotation. Remote work is not permitted from CA, CO, CT, HI, MA, MD, MN, NJ, NY, OR, RI, VT, or WA. The role requires a stable, secure internet connection and a quiet space for phone calls.

Requirements

Current Registered Nurse license issued by the state in which the team member practices.
Associate's degree in Nursing or equivalent knowledge.
At least 2 years of acute care experience; experience within the last 4 years is required for consideration. Emergency Department, Urgent Care, ICU, and some Med/Surg experience will be considered.
Critical thinking, sound judgment, and problem-solving skills to independently assess and prioritize patient needs.
Knowledge of healthcare specialties, levels of care, symptom identification, treatment recommendations, and ability to apply experience using established protocols.
Excellent verbal communication skills, including empathy, respect, restatement, open-ended questioning, active listening, and diplomacy with a diverse customer population.
Ability to build rapport and maintain professional relationships with patients, staff, and physicians.
Ability to independently organize and prioritize work, manage multiple priorities, and maintain a flexible schedule in a fast-paced customer service environment.
Excellent customer service and follow-up skills, including the ability to remain calm in stressful situations.
Proficiency with computers, the internet, desktop software, and multiple-line telephone systems.
Ability to converse with patients while researching and documenting calls across multiple systems.
Knowledge of documentation techniques for communication.
Must have a stable and secure internet connection and a quiet space to make and receive phone calls.
Must have functional vision, touch, speech, and hearing; sit for the majority of the workday; operate necessary equipment; and lift up to 15 lbs.
Must be available to work every fourth weekend and participate in holiday rotation.

Nice To Haves

At least 2 years of Emergency Department and/or Urgent Care experience is highly preferred.

Responsibilities

Assess patients telephonically using the nursing process and established protocols, involving guardians or family members when appropriate.
Determine the appropriate level of care, provide education, establish care plans and interventions, and communicate follow-up instructions.
Escalate cases to on-call providers and collaborate with healthcare team members when additional guidance is needed.
Prioritize patient interactions by acuity and need, using available information and resources and applying evidence-based practice.
Implement strategies to reduce risk, promote patient safety, and assess and address patient and family learning needs.
Participate in shared governance, quality and process improvement initiatives, and activities intended to improve patient outcomes and experience.
Pursue professional development, seek coaching and mentorship, attend required meetings and educational programs, and complete annual competencies on time.
Communicate effectively, provide feedback, resolve conflicts, and collaborate with clinicians and other healthcare team members to coordinate patient-centered care.
Identify and address safety threats, report safety events and near misses, and assist with corrective actions.
Apply ethical decision-making and contribute as an effective member of the patient care team.
Provide care advice and disposition appropriate to patients’ ages and developmental needs, following departmental policies, procedures, and protocols.
Schedule appointments in accordance with the recommended endpoint of the protocol used.
Coordinate medical and nursing care, including procedures and medication refills, with other healthcare team members.
Maintain and update clinical records in accordance with agency, state, and federal guidelines; document call encounters in the electronic medical record at the time of the call.
Communicate relevant patient physical and psychological status and concise reports of patient responses to care plans to physicians, advanced practice clinicians, and interdisciplinary team members.
Participate in team meetings and assigned projects or tasks; contribute to health information resources and operational efficiencies; and assist with interpreting policies and communicating procedural changes.

Benefits

Paid Time Off programs.
Medical, dental, vision, life, and short- and long-term disability benefits.
Flexible Spending Accounts for eligible health care and dependent care expenses.
Adoption assistance and paid parental leave.
Defined contribution retirement plans with employer match and other financial wellness programs.
Educational Assistance Program.
Premium pay such as shift and on-call pay, based on the teammate’s role.
Incentive pay for select positions.
Opportunity for annual increases based on performance.
Career development programs.