Position Summary:
Department: Telecare
Shift: Day / Part Time Weekend ONLY (Friday, Saturday and Sunday) IN Person role NOT a Remote or Hybrid role
Location: Olrando
Title: RN, Telecare Nurse Triage
A Brief Overview
The Registered Nurse (RN) TeleCare Nurse Triage is responsible for handling high-volume after-hours patient care concerns and coordination using Evidence-Based Practice Standards. The Telecare Nurse Triage RN practices effective problem identification, resolution, and/or escalation while addressing urgent patient clinical inquiries for Orlando Health and non-Orlando Health patients. This position includes flexible work arrangement of work from home.
What you will do
- Under the general supervision of the TeleCare shift supervisor, the RN will be responsible for after-hours patient triaging, outbound and inbound communication through phone calls, text, video, electronic messages, or digital communication assistant assisting with nurse case management, nursing assessments, collaboration with providers, and other departments providing quality patient care in compliance with local, state, and federal regulations.
- Applies nursing knowledge and critical thinking skills necessary to provide developmental, cultural, and age-appropriate evidence-based care.
- Accurately assesses each patient’s condition by actively listening to callers and asking probative questions.
- Recognizes a change in patient status directing them to the appropriate care setting including, but not limited to, emergency rooms (ERs), urgent care centers, home care advice, schedule patients to their physician during office hours, or communicate information to the physician on call as needed.
- Develops, coordinates implementation of, and evaluates a plan of care for each call presented using Schmitt-Thompson protocols.
- Provides appropriate and courteous advice including plan of care and patient education to callers providing the highest level of quality care and customer service.
- Places outbound outreach follow-up calls, texts, or electronic messages to patients and caregivers as assigned for symptom management and care coordination.
- Appropriately and accurately documents initial and ongoing patient interactions, with documentation being completed immediately after the interaction.
- Acts, when designated, in “Ask a Nurse” capacity, handling routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”
- Refills prescriptions following Orlando Health policy and provider requirements.
- Assists with scheduling patients in a same day/next day appointment spot when indicated by disposition and level of care indicated.
- Meets unit expectations for call volumes, call duration, quality, safety, and customer service.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
- Maintains compliance with all Orlando Health policies and procedures.
- Performs all other duties as assigned
- Appropriately utilizes and maintains supplied equipment; troubleshoots tech issues to ensure uninterrupted service to patients.
- Serves as a clinical resource and professional role model for other nursing staff.
- Participates in medical chart reviews and compiles data for audits and reports.
- Participates in performance improvement activities as assigned.
- Cross-trained to support remote patient monitoring (RPM), including monitoring out-of-range biometric values and coordinating appropriate clinical interventions.
- Provides operational support for enterprise pilot programs as assigned, contributing to the evaluation and integration of innovative telehealth models.
- Performs all other duties as assigned.
Responsibilities:
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
Section 1557 Non-Discrimination
The Office for Civil Rights (OCR) enforces Section 1557 of the Affordable Care Act (Section 1557), which prohibits discrimination on the basis of race, color, national origin, age, disability, or sex (including pregnancy, sexual orientation, gender identity, and sex characteristics), in covered health programs or activities. 42 U.S.C. 18116.
Company is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.
Qualifications:
- Must have a BSN; Graduate of an approved school of nursing.
- Three (3) years of Advanced ED clinical experience and in area of specialty five (5) years of clinical experience when covering multiple specialties/service lines.
- Experience with Epic EMR and Schmitt-Thompson protocols preferred.
- Bilingual skills are not required but are preferred.
- Maintains current RN license in the State of Florida.
- Maintains Multistate Nursing License and is obtained within first 90 days of hire.
- Ambulatory Care Nursing Certification (AMB-BC) completion required within 36 months of hire.
- Maintains current BLS/Healthcare Provider certification.
