RN - Patient Access Center - FT - Days - DIO

Call Center Nurse (RN)

Location: Miramar, Florida

We have an outstanding reputation for providing patient- and family-centered care that exceeds all expectations. Together, we have created an award-winning, nationally-recognized system where every effort is focused on delivering Deeper Caring and Smarter Healthcare throughout our communities. Career opportunities exist on diverse teams across our many facilities where you can search open positions and apply online to join #teamMHSflorida. Learn more below.

Summary

Under the direction of the Care Coordination Center leadership and in collaboration with the Patient Access Center, the Call Center Nurse (RN) communicates with each caller in a professional, caring, and efficient manner to ensure that patients are triaged appropriately and cared for to the highest degree. Using approved guidelines and working with physician offices as needed, refers patients to urgent care or emergency care, provides self-care advice, or refers patients to their primary/specialty provider. Follows up with patients when appropriate and documents all encounters in the patient's electronic medical record.

Responsibilities

Supports, participates in, and coordinates activities for the preparation and completion of audits, chart reviews, quality reporting, and regulatory reviews. Collaborates with the clinical leadership and business intelligence teams to track clinical performance and interventions that support clinical and administrative outcomes, as applicable. Documents clinical decisions, patient education, and any interventions in the electronic medical record to support timely, effective communication across disciplines. Educates patients on disease progression and management, when necessary, or at the patient/family's request. This may include, but is not limited to, lifestyle adjustment and medication management. Assesses and evaluates the patient's symptoms and healthcare needs via phone. Based on the patient's stated signs and symptoms, and by following established triage protocols, determines the urgency of care, and the appropriate next level of care needed: -Appointment (same day/within 24-48) with physician or physician extender, working collaboratively with the physician practice to ensure timely appointments are made -Referral to the urgent care center -Referral to local emergency room department -Stay at home with appropriate education on signs/symptoms that require immediate intervention Answers telephone calls, applying the Standards of Behavior set forth by the Memorial Healthcare System, while maintaining a service level target of 80/30; 80% of calls will be answered within 30 seconds.

Competencies

ACCOUNTABILITY, ASSESSMENT OF PATIENTS, CUSTOMER SERVICE, DEVELOPMENT AND IMPLEMENTATION OF PLAN OF CARE, PATIENT SAFETY - NURSING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR

Education and Certification Requirements

Associates: Nursing (Required) Registered Nurse Compact License (RN LICENSE COMPACT) - Compact RN Multistate, Registered Nurse License (RN LICENSE) - State of Florida (FL)

Additional Job Information

Complexity of Work: This role requires critical thinking skills, effective communication, decisive judgment, and the ability to build and foster positive relationships. The incumbent must be able to take appropriate action when required. Excellent written and verbal skills with the ability to engage, inspire, build credibility and trust with peers and patients. Collaborative working style with the ability to work across different teams, areas of expertise, and adapt to various environments. Highly organized and self-motivated individual with the ability to adapt to various assignments and the ability to work autonomously. Required Work Experience: Minimum three (3) years of direct patient care nursing experience required. One (1) year of triage/emergency department experience or previous healthcare phone triage experience preferred. Other Information: Bilingual preferred.

Working Conditions and Physical Requirements

• Asbestos = 2%
• Audible Speech = 0%
• Bending and Stooping = 100%
• Bio hazardous Waste = 0%
• Biological Hazards - Respiratory = 0%
• Biological Hazards - Skin or Ingestion = 0%
• Blood and/or Bodily Fluids = 0%
• Climbing = 0%
• Communicable Diseases and/or Pathogens = 0%
• Computer Monitor = 0%
• Cytotoxic Chemicals = 0%
• Depth Perception = 0%
• Distinguish Color = 0%
• Domestic Animals = 0%
• Dust = 0%
• Extreme Heat/Cold = 50%
• Fire Risk = 0%
• Gas/Vapors/Fumes = 50%
• Hazardous Chemicals = 0%
• Hazardous Medication = 0%
• Hazardous Noise = 0%
• Hearing Acuity = 0%
• Heating Devices = 0%
• Hypoxia = 0%
• Keyboard Entry = 0%
• Kneeling = 0%
• Laser/High Intensity Lights = 0%
• Latex = 0%
• Lifting or Carrying > 75 lbs Non-Patient = 0%
• Lifting or Carrying 0 - 25 lbs Non-Patient = 0%
• Lifting or Carrying 25.01 lbs - 75 lbs Non-Patient = 0%
• Lifting/Carrying Patients 35 Pounds or Greater = 0%
• Magnetic Fields = 0%
• Moving Mechanical Parts = 0%
• Needles/Sharp Objects = 0%
• Potential Electric Shock = 0%
• Potential for Physical Assault = 0%
• Pushing or Pulling > 75 lbs Non-Patient = 0%
• Pushing or Pulling 0 - 25 lbs Non-Patient = 0%
• Pushing or Pulling 26 - 75 lbs Non-Patient = 100%
• Radiation = 0%
• Reaching = 0%
• Repetitive Movement Foot/Leg = 0%
• Repetitive Movement Hand/Arm = 0%
• Running = 0%
• Seeing - Far = 0%
• Seeing - Near = 0%
• Sitting = 0%
• Smelling Acuity = 0%
• Squatting = 0%
• Standing = 0%
• Sudden Decompression During Flights = 0%
• Taste Discrimination = 0%
• Unprotected Heights = 0%
• Walking = 0%
• Wet or Slippery Surfaces = 0%

Shift: Days

Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification. Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process. Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity. Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law. We are proud to offer Veteran's Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program. Employment is subject to post offer, pre-placement assessment, including drug testing. If you need reasonable accommodation during the application process, please call View phone number on click.appcast.io (M-F, 8am-5pm) or email View email address on click.appcast.io