Registered Nurse, Contact Center

Registered Nurse (RN), Contact Center

The Registered Nurse (RN), Contact Center meets all requirements of a NorthStar Care Community RN and provides professional nursing services or supervises the provision of nursing services to hospice patients in accordance with accepted standards of practice. Essential functions include documenting all calls and/or contacts and conducting follow-up activities if a visit is not scheduled. The RN may assist with a preliminary assessment of clinical referral information to assist the referring individual(s)/Referral Intake Specialists/Field Staff with ordering of specialty equipment such as IV pumps and medications. The RN communicates actively and effectively through receiving, recording, and conveying information to the interdisciplinary personnel in a timely manner. The RN accurately gathers and documents all required information to complete the RN Referral Template using the appropriate forms and data collection tools. The RN responds promptly to external customers and professional referral sources that contact the organization requesting help and assistance with hospice services via the telephone and the website, utilizing required communication tools. The RN is responsible for maintaining all required state licensure(s) and continuing education required for each license. The RN triages phone calls through problem assessment and needs identification utilizing critical thinking skills, all available patient records, and Triage Protocols and Process Flows. The RN completes ongoing telephonic assessment of the impact of the terminal diagnosis on the patients physical, functional, psychosocial, and environmental needs and activities of daily living, including the risk for pathological grief, cultural and spiritual implications, and verbal and non-verbal communication patterns. The RN assesses the ability of the caregiver to meet the patients immediate needs upon each telephone contact. The RN provides initial and ongoing patient/family instruction, education, and support regarding the disease process, self-care techniques, end-of-life care, and issues of ethical concerns. The RN coordinates ordering durable medical equipment and supplies. The RN consistently utilizes the Task function in the electronic medical record for needed requests. The RN runs daily individual and department task lists. The RN completes all required tasks. The RN coordinates and assigns interdisciplinary services/personnel to provide direct patient care when necessary. The RN acts as a resource for staff members and orients new staff as needed. The RN proactively problem solves and identifies solutions utilizing critical thinking skills. The RN participates in internal and external education, training, in-services, and other activities to develop and promote personal, professional, and organizational goals and growth. The RN responds to information requested by third-party payers and calls clinical reports to case managers. The RN provides nursing telephonic interventions using Triage Protocols and Process Flows in order to expedite care to patients. The RN uses Triage Protocols, Process Flows, and critical thinking skills to dispatch a Field RN when telephonic interventions are not successful. The RN adjusts to changes in workload and schedules based on changing team priorities. The RN adheres to the organizational Code of Conduct, policies and procedures, and all regulatory and legal requirements. The RN adheres to NorthStar standards to care for every person, every time, 100% of the time.