Clinical Specialist, RN - Contact Center

Overview

Triages incoming calls from patients and / care givers, assesses needs, gives appropriate clinical recommendations, and guides patient to appropriate level of care or resources. Communicates and coordinates care of patient when regional centers are closed. Works under general direction. The shift for this role is Monday through Wednesday, 4 : 00 p.m. - 12 : 00 a.m. and Saturday & Sunday, 6 : 00 a.m. - 2 : 00 p.m.

What We Provide

Referral bonus opportunities

Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays

Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability

Employer-matched retirement saving funds

Personal and financial wellness programs

Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care

Generous tuition reimbursement for qualifying degrees

Opportunities for professional growth and career advancement

Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities.

What You Will Do

Collects and compiles necessary medical and social information and utilizes clinical expertise, VNS Health policy and procedure and approved guidelines to assess the physical, social, and psychological needs of patients calling the Contact Center after-hours.

Utilizes assessment data, clinical expertise, VNS Health policy and procedures and approved guidelines to provide appropriate care advice and direct caller to appropriate disposition during telephone encounter. Refers inquiries to an appropriate resource or level of care.

Utilizes an automated set of clinical protocols, which guides the telephone interaction through a highly focused assessment and prompt disposition of the caller’s problem.

Enters telephone encounter into the computer system at time of call, including details of the situation, and outcome. Documents all inquiries for medical and statistical purposes and follows up with appropriate region and / or program to ensure individual patient situations requiring supervisory attention are met.

Coordinates after hours care of patients by contacting field staff, MD’s, patients, family members, contacts and / or vendors to ensure continuity of care after hours. Provides report on significant events, plan of care changes and other patient / caregiver issues requiring further action and / or follow-up to respective team.

Supports field staff after-hours; consults and collaborates with clinical management to resolve complex issues with clinical information received.

Assists with orientating new nurses to the Contact Center RN role and responsibilities

Keeps abreast of new nursing trends and assumes responsibility for professional growth; maintains high levels of clinical knowledge and skills. Participates in on call coverage as needed to ensure department operational needs are met.

Participates in special projects and performs other duties as assigned.

Qualifications

Licenses and Certifications :

License and current registration to practice as a Registered Professional Nurse in New York State required

Hospice and Palliative Nurses Association (HPNA) certified preferred

Education

Associate's Degree in Nursing required

Bachelor's Degree in Nursing preferred

Work Experience

Minimum of two years of experience in Home Care, Ambulatory Care, Emergency Room, Acute Care Telephone Triage and / or Management required

Clinical competence in nursing required

Ability to multitask in a fast-paced setting required

Demonstrated ability to listen attentively, evaluate calls, and use judgment in a time sensitive environment required

Effective oral / written communication, analytical, interpersonal and leadership skills required

Proficient in the use of a personal computer preferably Microsoft Windows preferred

Pay Range

USD $85,000.00 - USD $106,300.00 / Yr.

About Us

VNS Health is one of the nation’s largest nonprofit home and community-based health care organizations. Innovating in health care for more than 130 years, our commitment to health and well-being is what drives us — we help people live, age and heal where they feel most comfortable, in their own homes, connected to their family and community. On any given day, more than 10,000 VNS Health team members deliver compassionate care, unparalleled expertise and 24 / 7 solutions and resources to the more than 43,000 “neighbors” who look to us for care. Powered and informed by data analytics that are unmatched in the home and community-health industry, VNS Health offers a full range of health care services, solutions and health plans designed to simplify the health care experience and meet the diverse and complex needs of the communities and people we serve in New York and beyond.