Job description

The Moments Hospice Triage RN, Call Center is a member of the interdisciplinary team who is the pivotal person responsible for identifying the physical, psychological, social, and spiritual needs of those patients and families needing assistance after normal business hours. He/she initiates appropriate interventions to the patients and families by utilizing the nursing process, and Telecare Protocols during alternate hours.

• Provides clinical assessment and intervention utilizing the nursing process, and Triage Protocols.
• Serves as the patient and family advocate by communicating with the attending physicians, long term care facility staff, and case managers
• Coordinates all service delivery after hours including patient and family education, dispatching of interdisciplinary visits, and coordination of services with external vendors and resources as needed.
• Provides support and collaboration with Telecare staff to ensure favorable patient outcomes.
• Provides bereavement support to families.
• Documents interactions with patients, families, contacts, and vendors in the patient record to include the assessment, plan of care, caller agreement to the plan, any actions, and interventions, and the resolution of each patient/family interaction.
• Reviews all entries in the record made by Telecare LPN/LVN’s and Patient Care Coordinators and ensures compliance with documentation Standards
• Participates in the orientation of new team members as assigned by the supervising manager.
• Attends regularly scheduled in-services, staff meetings, and educational conferences.
• Develops and achieves professional growth goals and objectives and reviews with supervising manager on a monthly basis.
• Represents professional nursing and Moments Hospice in a positive manner.
• Seeks certification in the specialty of hospice nursing when qualified to do so.
• Instructs and documents appropriate use of medications, home medical equipment and supplies.
• Appropriately utilizes the resources of contract personnel such as Pharmacy, HME, agency staff, and transportation services.
• Promotes a customer service-oriented approach to care delivery.
• Compliance with all departmental standards, policies, and procedures with training and education, management of the workload, disaster planning, attendance, adherence, and quality standards
• Does not support or partake in any inappropriate, unprofessional, or gossip like conversations at any time in the Care Connection Center or with Telecare team members.

Qualifications

• Registered Nurse License(s) (with no current/pending restrictions) Bachelors degree preferred
• Two years of customer service/call center experience preferred
• Eligible for licensure in other states Moments Hospice Triage services are located.
• A minimum of two years’ experience in acute-care hospital nursing in either medical-surgical, oncology, home health, or emergency preferred
• Excellent verbal, written, and interpersonal communication skills, as well as demonstrated effective telephone skills.
• Ability to work as a team player
• Computer literate, multi-task
• Proficient in customer conflict resolution and crisis management.
• Proficient in telephone techniques including phone etiquette, and handling of calls.
• Thorough knowledge of professional nursing principles, methods and procedures; anatomy and physiology; medical supplies and equipment used in nursing practice; and the uses and effects of medications and narcotics.
• Working knowledge of applicable state and federal laws and regulations pertaining to registered nursing and the scope of practice limitations of clinic support staff.
• Ability to use a computer terminal for extended periods of time and wear a telephone headset for the majority of the work shift.
• Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
• Ability to type 40 WPM

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Medical specialties:

• Hospice & Palliative Medicine

Physical setting:

• Outpatient

Standard shift:

• Evening shift
• Night shift

Weekly schedule:

• Weekend availability

Experience:

• Nursing: 1 year (Preferred)
• Hospice Triage: 1 year (Preferred)

License/Certification:

• RN (Preferred)

Work Location: Remote

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