Registered Nurse (RN) - Virtual Care

MAJOR RESPONSIBILITIES

Remotely Performs nursing telephone triage of acute illness by evaluation of symptoms utilizing established triage algorithms, policies and procedures.

Provides telephone consultation / triage to patients, family members and significant others, prioritized by level of urgency, essential needs and available resources.

Uses the nursing process to provide ongoing care (assess, plan, intervention, and evaluation). Recognizes and responds to changes in a patient's status and need for care.

Determines priorities of patient care based on essential patient needs.

Assesses and provides basic to complex patient education and counseling on the performance of tasks, skills, treatment and self-care integrating health promotion and preventive aspects of care.

Follows through with necessary procedure or test requests, prescription refills, new appointment times and referrals to other facilities or services.

Refers questions to physician / provider and relays information back to patient as directed.

Collects and analyzes patient and family data for the purpose of assessment, diagnosis and management. Formulates and articulates succinct and comprehensive assessments of real or potential patient problems.

Integrates and translates research-based knowledge and experience into well-defined actions to facilitate achievement of quality outcomes.

Ask questions to assess patient's knowledge and skill level in order to mutually plan the experience.

Educates and counsels consumers on the options available to them in meeting their health care needs. Increases health awareness, plans and provides necessary teaching, evaluates response to teaching and documents in medical record.

Provides referrals to the appropriate level of health care and / or social services resources within the community, ensuring the highest quality care for patient / family.

Modifies teaching strategy based on patient / family response, readiness to learn and level of comprehension.

Performs outbound follow-up calls to patients who received triage services to determine illness improvement and / or additional health care needs and referrals.

Schedules appointments with emphasis on making the appointment in correlation to the recommended end point of the protocol used.

Collaborates with other health care team members to coordinate medical and nursing management of patient care, including procedures and medication refills.

Maintains and updates accurate clinical and patient records according to agency, State and Federal guidelines. Documents all call encounters utilizing online information systems at the time of the call.

Communicates information relating to the patient's physical and psychological status to the physician and / or additional members of the interdisciplinary team as appropriate.

Provides pertinent and concise reports describing patient's response to medical and nursing plans of care.

Must be able to demonstrate knowledge and skills necessary to provide care appropriate to the age of the patients served.

Must demonstrate knowledge of the principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirements relative to his / her age-specific needs, and to provide the care needed as described in the department's policies and procedures.

Age-specific information is developed further in the departmental job standards.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

• License / Registration / Certification Required : Registered Nurse license(s) issued by the state(s) in which the team member practices.
• Education Required : Associate's Degree in NursingExperience Required : Typically requires 2 years of experience.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

• Critical thinking skills necessary to independently determine and prioritize the needs of patients using sound judgment and strong problem-solving skills.
• Knowledge of a variety of healthcare specialties, including levels of care, symptom identification and proven treatment recommendations.

Ability to incorporate past experience with established protocols.

• Excellent verbal communication skills demonstrating empathy, respect, restatement, open-ended questions, active listening and diplomacy with a diverse customer population.
• Ability to develop rapport and maintain positive, professional relationships with a variety of patients, staff and physicians.
• Proven ability to independently organize and prioritize work, managing multiple priorities and maintaining a flexible schedule in a fast paced, dynamic customer service environment.
• Excellent customer service and follow-up skills including the ability to stay calm during stressful situations.
• Demonstrated proficiency as a technology user with computers, internet, desktop software packages
• Ability to converse with customers / patients while researching and documenting calls on multiple systems. Knowledge of documentation techniques for communication.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Must have functional vision, touch, speech, and hearing.
• Required sitting a majority of the workday.
• Operates all equipment necessary to perform the job.
• Must have quiet space to make and receive phone calls. Required stable and secure internet connection.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.

Incumbent may be required to perform other related duties.