Registered Nurse - Call Center

Description

Seeking a Call Center Registered Nurse (CCR RN) for a large clinic that is a critical part of the call center team that provides telephonic care and support to patients. Utilizing the nursing process, the CCR RN triages a variety of calls from patients, caregivers, external specialty offices, laboratories, radiology offices, hospitals, and other community partners. The CCR RN interacts and collaborates with many internal departments and roles to provide high quality service to our patients and their families. Limited Term and on site.
 

Essential Functions:

· Respond to transferred calls from patients, providers, and pharmacies

· Monitor and follow up on After Hours calls from Triage Logic, including further telephonic assessment and scheduling follow ups with care team unit as needed

· Monitor and respond to triage calls by speaking directly with patients or caregivers

· Quickly determine urgency of a patient call based on brief assessment of the patient's condition and review of their medical record

· Respond to incoming calls for critical lab and radiology results and coordinate management with the appropriate care team unit or clinician

· Use clinical decision-making and assessment skills to direct patients to level of care needed (emergency room, urgent care, walk-in clinic, primary care, or home care), including arranging emergency transportation if needed

· Respond to routine information requests, including prescription refills

· Document accurately, completely, and in a timely manner in the electronic health record

· Must work across all departments including, but not limited to, primary care, external specialties, pharmacies, radiology office, and laboratories.

· Consult with team members, including, but not limited to, clinicians, nurses, medical assistants, case managers, referral coordinators

· Schedule appointments as needed, including primary care, post-hospital, or walk-in clinic

· Communicate effectively and tactfully with staff, patients, and the community

Requirements

· Associate's degree in nursing

· Possess and maintain a current Registered Nurse (RN) license in the state of California

· Possess and maintain a current Basic Life Support (BLS) certificate

· Minimum of 3 years of experience in direct patient care

· Bilingual skills preferred (Spanish, Dari, Pashto)

· Experience with Epic EMR

· Excellent verbal and written communication skills

· Ability to communicate clearly, compassionately, and calmly with patients, caregivers, medical professionals, coworkers, and community members

· Ability to work with ethnically and culturally diverse populations

· Ability to apply creative problem-solving skills to the complex issues that arise

· Possess a broad knowledge base of physical, mental, and social needs for our population

· Active CPR and BLS Certification.