[Hiring] Answering Service Registered Nurse @TriHealth

Role Description

Join Our Team as an Answering Service Registered Nurse! At TriHealth, we are driven by a shared commitment to excellence and innovation in healthcare. We believe that every test, analysis, and result plays a vital role in our mission to provide the highest standard of care to our patients. Join us in our mission to advance healthcare and improve lives.

Job Overview:

• Answer incoming calls in a timely manner.
• Triage calls using Nurse Triage and excellent customer service, telephone, and communication skills, including tone and accuracy.
• Manage calls with "First Call Resolution" in mind.
• Collect and document data from patients to provide the best course of action following protocols.
• Facilitate care between physicians, hospitals, pharmacies, other specialties of TH, and the patient.
• Must obtain and utilize a working knowledge of QGenda, Epic, Cadence, Cisco Phone System, Voalte, and Kronos.
• Messages must be complete and thorough, including all nursing/medical advice rendered and routed to the appropriate pool.
• Reporting of critical/vital value labs to physicians, call for care instructions, and referral process to ER or use of 911.
• Voalte/call physicians for hospital/ER call back requests in a timely manner.
• Has the ability to call in Rx's to a pharmacy, and place in patient chart for signature from physician after obtaining a telephone order from the physician.
• Relay messages to patients from the office and provide a positive experience to whoever is calling after hours.
• Patient privacy, confidentiality, and HIPAA are always upheld when entering a patient’s chart or providing information on a patient.
• Satisfactorily meet department goals and expectations of performance.

Qualifications

• Associate’s degree in nursing (Required)
• 2 - 3 years’ experience in Professional Nursing (Required)
• Typing skills
• Microsoft Office proficiency
• Electronic Medical Charting experience
• Phone Skills
• Customer Service skills
• Registered Nurse - COMPACT (Multi-State) RN - Registered Nurse - State Compact Licensure

Requirements

• Proactively handles patient complaints and refers to management as needed.
• Utilizes downtime by assisting with in-basket messages, projects, or tasks for the department or organization.
• Voluntarily takes on ambassador role and helps with orientation training of new hires.
• Completes all points of required audit sheet on a consistent basis and maintains an average audit score of 95% or above.
• Achieves the goal of minimum utilization of AUX/NOT READY mode during working hours. Goal less than 10% Total timed staffed.
• Answers incoming calls working towards "First Call Resolution" with each call.
• Adheres to handle time goal average of 6 Mins 30 Sec’s, telephone guidelines such as privacy and PHI review checking name, DOB, phone number, and address, and follows Scheduling and Messaging Protocols.
• Appropriately triages patient calls utilizing Nurse Triage, accurately documents all nursing/medical advice rendered, and accurately documents patient concerns and actions taken on behalf of a patient in the patient's medical record.
• Notifies physicians with emergency complaints, referral to ER, and demonstrates competency in clinical care protocols including when to contact 911.

Benefits

• Comprehensive benefits package, including medical, dental, vision, paid time off, retirement plans, and tuition reimbursement.

Working Conditions

• Bending - Rarely
• Concentrating - Consistently
• Continuous Learning - Consistently
• Hearing: Conversation - Consistently
• Interpersonal Communication - Consistently
• Kneeling - Rarely
• Lifting Pulling - Rarely
• Pushing - Rarely
• Reaching - Occasionally
• Reading - Consistently
• Sitting - Consistently
• Standing - Rarely
• Stooping - Rarely
• Talking - Consistently
• Thinking/Reasoning - Consistently
• Use of Hands - Consistently
• Color Vision - Rarely
• Visual Acuity: Far - Consistently
• Visual Acuity: Near - Consistently
• Walking - Rarely

TriHealth SERVE Standards and ALWAYS Behaviors

• Serve: ALWAYS…
• Welcome everyone by making eye contact, greeting with a smile, and saying "hello".
• Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist.
• Refrain from using cell phones for personal reasons in public spaces or patient care areas.
• Excel: ALWAYS…
• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met.
• Offer patients and guests priority when waiting (lines, elevators).
• Work on improving quality, safety, and service.
• Respect: ALWAYS…
• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone’s opinion and contribution, regardless of title/role.
• Speak positively about my team members and other departments in front of patients and guests.
• Value: ALWAYS…
• Value the time of others by striving to be on time, prepared, and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.
• Engage: ALWAYS…
• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members, and the community.

Job Keywords

• Registered Nurse
• Nurse
• Answering Service