Job description
PURPOSE OF THE JOB: Provides nurse advice and triage services to consumers calling with clinical questions.
SUMMARY OF KEY RESPONSIBILITES: Provide appropriate compassionate advice to callers using evidence based clinical decision tools to help callers make personal health decisions. Make cross referrals as indicated. Facilitate referrals and event registration through internal transfer mechanisms.
Responsibilities
- DUTIES AND RESPONSIBILITIES: Utilizes nursing skill and along with approved protocols to provide telephone nurse triage and/or health advice to consumers with clinical questions or symptoms.
Facilitates referrals for health services as appropriate via telephone and performs all components of call processing
Ensures performance standards are met and accepts constructive feedback
Speaks with a pleasant, professional phone voice and provides superior customer service to create an exceptional patient experience.
Documents caller information and outcomes in a relational database system in accurately and as prescribed by current standards and policies
Maintains confidentiality, HIPAA and PHI compliance
Communicates appropriately and clearly with departmental management, co-workers and callers and exhibits willingness to master new work routines and methods
Practices and adheres to HCA’s “Code of Conduct” and “Mission and Value Statement”
Provides homecare, advice and/or education to callers that respects the cultural, spiritual, intellectual/educational, and psychosocial differences of individuals and preserves caller’s autonomy, dignity and rights.
Maintains and contributes to a collaborative professional and ethical work environment.
Actively participates in team meetings and engages in the processes of the contact center
Requirements
- Knowledge: Demonstrates knowledge and understanding of organizational and departmental policies, procedures and systems
Skills: Communicates clearly and concisely both verbally and in writing
Establishes and maintains long-term customer relationships, building trust and respect
Abilities: Demonstrates good judgment in handling situations not covered by written or verbal instructions
Able to work effectively with internal and external customers
Able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly, and transcribe accurately
Able to handle multiple priorities and manage stress appropriately
EDUCATION: The position requires an entry knowledge level generally obtained through completion of an Associate's Degree or an equivalent in demonstrated work experience.
EXPERIENCE: Minimum of three (3) years of experience in acute care nursing, required, telehealth preferred.
Please note that ACUTE is a critical aspect (Acute – In hospital care bedside)
CERTIFICATE(s)/LICENSE(s): Active RN Compact license in state of residence required and ability to obtain licensure in all states served by HCA.
PHYSICAL DEMANDS, WORKING CONDITIONS, ESSENTIAL FUNCTIONS: Manual Dexterity, hand-eye coordination
Repetitive arm/hand movements
Sight Acuity – far, near, depth perception
Sitting for prolonged periods of time
Reaching, bending, stooping, kneeling, crawling
Location: Plantation, Florida
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