[Hiring] RN, Telecare Nurse Triage @Orlando Health

Role Description

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.

• 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.

Qualifications

• Bachelor of Science in Nursing degree (BSN).
• 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.
• Three (3) years of clinical experience in area of specialty or 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.