Job: RN-DISCHARGE CALL CENTER-FULL TIME-VARIED SHIFT

RN-DISCHARGE CALL CENTER-FULL TIME-VARIED SHIFT

Requisition Number: 29049

Location: NM - Albuquerque

Type of Opportunity: Regular Full-Time

FLSA Classification: non-exempt

Minimum Experience: 3 years

Minimum Education: Associates Degree

Shift: Varied

Summary of Primary Functions


* Coordinates patients' care through collaboration with the patient/family and healthcare team.

* Serves as a liason between Presbyterian Healthcare Services and it clients. Ensures that all consumer requests are satisfied.

* Uses the nursing process to evaluate patient needs during out-bound telephone follow-up phone calls.

* As appropriate directs callers to the appropriate level of care based on symptom based assessment.

* As needed, assists in scheduling appointment for clients with appropriate physicians and services and encourages appropriate use of Presbyterian resources and services.

* Serves as patient advocate to assist patient through the health care system.

* Reports pertinent observations and reactions regarding clients to the appropriate person (ie Primary care provider, call center manager. )

* Demonstrates excellent communication skills. Maintains a customer-driven professional attitude.

* Demonstrates awareness of own values and attitudes and how they may affect information given to a client.

* Assumes responsibility for being familiar with all equipment and demonstrates the ability to utilize equipment and resources in a cost-effective manner. Operates the console of telephone lines and associated telephone equipment.

* Collects and inputs pertinent call disposition data and ensures that complete and accurate documentation is recorded into the computerized database for each call.

* Assures complete and accurate documentation into MIDAS database.

* Collects information pertaining to consumer requests for which the system has been unresponsive and refers them to the appropriate department.

* Assists as needed in development of unit based protocols

* Functions independently and demonstrates leadership in decision making, communication and problem solving techniques to resolve clients questions/concerns.

* Maintains knowledge of updated software and hardware applications in the performance of duties.

* Maintains confidentiality of patient records.

* May oversee and guide the work of other nursing and support staff.

* Performs miscellaneous job-related duties as assigned.

* Participates in quality improvement activities for call center.

* Attends 60% of unit staff meetings.

* Initiates, utilizes and documents appropriate protocols and standards of care.


* Identifies and meets patient and family learning and discharge needs..

* Performs competently in emergency situations.


* Provides leadership through communication about and validation of patient care.

* .
* Demonstrates competency in required psychomotor skills.

* Assists in orientation of new staff or students, and serve as a resource person and professional role model.

* Assumes professional responsibility for current nursing structure and clinical standards of care.

* Incorporates PHS mission (VVPS) in care-giving activities.

* Supports DON philosophies of shared governance and models of care delivery.

staff
* Meets professional requirements as follows:
* A. In-service requirements:
* 1. Age-specific training (care giving, treatment, assessments specific to the age of populations served).
* 2. Mandatory yearly in-service to include BLS safety training, and infection training.
* B. Performance Standards:
* 1. Participates in unit/department governance.
* 2. Adheres to PHS dress code for professionals, including display of ID badge.
* 3. Documents own continuing education.
* 4. Maintains positive communication and relationships with patients, peers and other healthcare team members.
* 5. Participates in quality improvement activities.
* 6. Maintains a punctual and reliable attendance record.
* 7. Completes mandatory in-services, competencies and licensure requirements on time.
* 8. Adheres to safety and equipment policies.

* Performs other functions as required.

Skills: Graduate from an accredited school of nursing, BSN preferred. Current state license to practice as a registered nurse. Demonstrated communication and problem solving skills necessary in patient/family health team member interactions. Bilingual skills are helpful. Proficiency with Microsoft Office applications. Previous experience preferred.