[Hiring] RN Patient Call Center @Northern Arizona Healthcare

Role Description

The Patient Call Center RN supports the Patient Call Center with current clinical knowledge in an effort to provide understanding to patients and their families of medical changes as a result of hospital discharge. S/he is a resource for patients/families to community care network and other community resources.

Responsibilities

• Team Development
  • Establishes rapport with patients, family members and other professionals as the initial step toward partnership in the plan of care development.
  • Provides leadership in the multi-disciplinary team within Community Care Management.
  • Provides referrals to other team members as appropriate.
  • Develops and maintains effective working relationships with staff, other departments, system administration/leadership, and community organizations to promote a positive image, heighten awareness and promote collaboration.
  • Provides leadership for quality improvement efforts.
• Patient Care
  • Uses clinical knowledge in the patient and family assessment process.
  • Conduct comprehensive individual and family assessments to identify and prioritize needs to be addressed.
  • Provides emotional support to patients and family members.
  • Stabilizes patients who are in crisis.
  • Quickly establishes rapport with patients and families over the phone to promote quality assessment and education.
  • Quickly solves problems using critical thinking skills, responds to phone emergencies and crisis situations in a timely and professional manner.
  • Relates to and communicates over the phone with ill, disabled, culturally diverse, emotionally distressed patients of all ages and backgrounds.
  • Conducts post visit calls for inpatient, observation, outpatient surgery and emergency department encounters.
  • Evaluates post-discharge status, assess patient/family understanding of discharge instructions, review new medications and reinforce care transitions plan.
  • Documents post discharge call results with pertinent information entered into the electronic health record.
  • Supports patients and families as they transition through the continuum of care.
  • Assists with the mitigation of risk for readmission when patients have multiple and complex needs.
• Documentation
  • Accurately prepares documentation utilizing the electronic medical record.
  • Communicates and documents assessment and ongoing needs.
• Community Resources
  • Connect patients and family members with community service providers and other community resources.
  • Refers patients/families to community care network and community resources when issues arise and cannot be resolved quickly.
• Compliance/Safety
  • Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.
  • Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.
  • If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.
  • Completes all company mandatory modules and required job-specific training in the specified time frame.
  • Involves law enforcement, Department of Children's Services or Adult Protective Services as appropriate to assist in addressing patient safety issues.
  • Collaborates with Compliance department when appropriate.

Qualifications

• Graduate of accredited School of Nursing - Required
• If hired after December 31, 2018: BSN - Required
• Continuing education expected
• Active, unrestricted, Arizona RN License or valid, participating compact license - Required
• BLS (American Heart Association) - Required upon hire
• Acute care experience - Preferred
• 2 years of Case management experience - Preferred

Requirements

• Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care.
• Colleagues must have an understanding of computers, and competence in using computers and basic software programs.