TELEHEALTH TRIAGE NURSE - PATIENT SUPPORT CENTER, OPTUM

*PER DIEM POSITION*

OVERVIEW OF POSITION:

Responsible for providing moderately complex telephonic nursing assessment, evaluation and advice to patients through the use of established and approved telehealth protocols with physician oversight.

ESSENTIAL FUNCTIONS:

Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

• Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.

• Performs comprehensive telephonic patient assessment, evaluation and advice while meeting production standards.

• Follows established clinical protocols/guidelines and provides appropriate patient instructions.

• Directs patient to appropriate levels of care based on assessment within Optum’s guidelines.

• Documents authorizations for vendors and/or outside services as appropriate.

• Instructs patients on procedural preparations.

• Provides health education to patients and their families.

• Documents and maintains records of telephonic interactions.

• Completes medical documentation of telephonic assessment and disposition in Telehealth Record.

• Notifies pharmacies of new prescriptions and authorizations of refills as ordered by the clinician or via pharmacy protocols.

• Acts as a lead nurse as assigned.

• Performs representative duties in the absence of a representative (see Patient Support Center Representative job description).

• Initiates and completes a CSR as appropriate.

• Completes documentation of end-of-shift report.

• Participates in quality monitoring process.

• Translates oral information into concise and accurate written documentation using standard medical guidelines and abbreviations.

• Manages own work queues.

• Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.

• Demonstrates customer service-oriented behavior at all times.

• Acts as a mentor as requested by supervisor.

• Expedites emergency calls as needed.

• Accesses Language Line for non-English patients as needed.

• Attends regular staff meetings and seminars as scheduled.

• Uses, protects, and discloses Optum’s patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

• Performs additional duties as assigned.

EDUCATION:

• 1 or 2 years of post-high school education or a degree from a two-year college.

• Graduation from an accredited school of Nursing.

• Current California RN license.

• PALS certification within 6 months of hire.

• Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college preferred.

• Telehealth certification preferred.

• Basic Life Support for Healthcare providers (AHA) or CPR/AED for the Professional Rescuer (American Red Cross).

• Additional ACLS certifications preferred.

• ESI (Emergency Severity Index) Certification within 30 days of hire.

KNOWLEDGE, SKILLS, ABILITIES:

• Must pass Patient Support Center screening test.

• Computer literate. Must be comfortable working with multiple applications simultaneously.

• ACD telephone skills.

• Ability to type 25 wpm.

• Excellent verbal and written communication skills in standard English.

• Telephone etiquette.

• Ability to concurrently perform multiple tasks.