Clinical Specialist, RN - Contact Center

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.

Split shift Tuesday - Friday 6AM-9AM, 4PM-9PM and every Saturday 9AM - 5PM (REMOTE).

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.

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

For Hospice only: Hospice and Palliative Nurses Association (HPNA) certified preferred 

Bachelor's Degree in nursing preferred

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