[Hiring] RN Call Center @UnityPoint Health

Role Description

The UnityPoint IntelliCenter nurse is an RN who provides care over the telephone by thoroughly assessing symptoms to identify acuity to disposition caller or patient appropriately utilizing best-practice updated protocols. Protocols are embedded within the eMR to support guidance in appropriate care delivery. Nursing services are provided telephonically and, in some cases, virtually. Responsibilities include:

• Triage, care management, referral management, and telehealth support.
• Proficient keyboarding/typing skills and technical aptitude to learn new computer software systems quickly.
• Ability to handle a “call center” environment: work quickly and multi-task while utilizing clinical critical skill thinking.
• Meet required turnaround time to support key performance indicators which support patient care delivery and operational costs.
• Work in a 24/7 operation with the bulk of services provided in the evenings and weekends.

Responsibilities

• Performs symptom assessment triage utilizing protocols to guide best practice care delivery and disposition.
• Documents call criteria in eMR within a timely manner.
• Promotes and educates appropriate callers regarding second level triage and virtual care visits with NP and MDs when appropriate.
• Serves as a resource to customers seeking physician referral and community-based resource information.
• Provides health information to customers via UnityPoint Health’s approved resources.
• Maintains strict confidentiality of all employee and customer information.
• Adhere to all UnityPoint Clinic personnel Policies and Procedures and safety guidelines.
• Supports change transformation initiatives.
• Identifies with shift change requirements as call volume dictates in order to support staffing needs appropriately.
• Performs other duties as assigned.
• Supports team efforts in patient care delivery objectives.
• Provides assistance with other reasonable related duties as assigned by supervisor or manager.
• Ability to handle confidential and sensitive information.
• Ability to communicate effectively on the telephone.
• Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
• Ability to demonstrate good customer service.
• Exhibits discretion and sound judgment in all aspects of the job.

Qualifications

• Requires active and unrestricted license to practice nursing in the states of Iowa and Illinois.
• Requires a minimum of 1-2 years of clinical nursing experience providing direct patient care or equivalent work experience - 2-3 years preferred.
• Strong time management and organizational skills.
• Possesses excellent written and verbal communications.
• Proficiency in use of computer applications such as Microsoft Office and electronic health systems.
• Requires knowledge of federal healthcare laws and regulations.
• Requires highly developed communication skills to effectively work with all levels of management throughout UnityPoint Health, its subsidiaries and affiliates.
• Excellent academic credentials with a track record of professional accomplishments, which demonstrate superior performance, leadership and vision.
• Ability to work as a team member, creating and maintaining effective working relationships.
• Ability to understand and apply guidelines, policies and procedures.

Education

• Graduate from an accredited nursing program. Bachelors of Science (BSN) preferred.
• Compliance with Mandatory Child/Adult Abuse Reporting.

Benefits

• Paid time off, parental leave, 401K matching, and an employee recognition program.
• Dental and health insurance, paid holidays, short and long-term disability, and more.
• Pet insurance for your four-legged family members.
• Early access to earned wages with Daily Pay.
• Tuition reimbursement to help further your career.
• Adoption assistance to help you grow your family.