RN Office Based Telephone Triage | Full Time

Awarded Best Quality of Care - Once Again!

Behind every award is a story, and ours is written every day by more than 900 dedicated employees and hundreds of compassionate volunteers who walk alongside patients and families when they need us most.

At Community Hospice & Palliative Care, we're honored to be recognized with the Hospice Honors Elite award, a testament not just to our clinical excellence, but to the compassion we bring to every bedside, every home, every conversation. Every day, we serve approximately 1,500 patients living with advanced illness, wherever they call home, be it a private residence, a long-term care or assisted living facility, a hospital, or in one of our nine inpatient care centers.

We're here to improve quality of life, to ease pain and lift burdens, and to be the Compassionate Guide that families need when time matters most. And most importantly, as the only non-profit hospice provider in the region, we never turn anyone away due to an inability to pay.

Under the direction of the Triage/On-call supervisor the Telephone Triage RN responds to patient and/or care giver needs via the telephone. The RN prioritizes and responds to calls received, in a timely manner. S/he incorporates nursing skills and appropriate questions to accurately evaluate problems/needs and instruct the patient/care giver in accordance with the plan of care. Schedules may vary based on position.

Position Details

• Work Location: In-office position located at 4266 Sunbeam Road, Jacksonville FL. No work from home at this time.
• Days/Typical Work Shift Schedule: Full-time, 40 hours a week
  • Monday-Friday: 3:00pm-11:00pm
  • Weekends: Possible alternating weekends
• Compensation : $35.00 - $37.00 hour base rate; plus any additional shift differential pay.

Job Responsibilities: Performs skilled nursing activities such as:

• Actively receive and process incoming calls for all lines of healthcare businesses.
• Incorporates nursing skills, communication skills, and emotional intelligence to effectively assess problems/needs.
• Completes telephonic or virtual assessment of patient for effective symptom management.
• Collaborates with patient, family/caregiver, and practitioner regarding goals of care and changes in treatment plan.
• Provides information and education regarding disease progression and anticipated needs at end of life.
• Provides instruction to the patient/care giver in accordance with the plan of care or changes in plan of care.
• Provides appropriate emotional support during all conversations with patients/caregivers.
• Conducts follow up and collaboration calls as needs arise or as requested by the team.

Communicates and coordinates as follows:

• Provides change of status updates to supervisor (such as ER visit disposition or death) per protocol.
• Call physician or APRN as necessary for change in plan of care.
• Collaborate with supervisor or Interdisciplinary Group (IDG) team to determine appropriate discipline to respond to call and/or visit need.
• Arranges for medications and supplies based on urgency, per policy.
• Communicates with staff, physicians, community resources, and vendors providing accurate information regarding patient's needs/problems.
• Documents all phone call encounters with patients/caregivers in the Electronic Medical Records system (EMR) in a timely manner per CHPC protocol.
• Leaves accurate and detailed report, per protocol, to IDG team members, after all calls including death calls, per protocol.

Participates in total agency program:

• Promotes agency image within the community; displays courtesy, tact, and patience within the organization and during community interactions.
• Demonstrates appropriate dress and grooming; maintains a good attendance record; notifies agency of absences according to policy.
• Uses chain of command for problem solving; attends staff meetings on a regular basis.
• Uses supplies and equipment appropriately in a cost-effective manner.
• Keeps neat and legible written documentation.
• Participates in agency quality assurance and complies with Compliance Program.
• Other duties as assigned

Required Licenses/Certifications

• RN State of Florida Nursing license, current
• Drivers license State of Florida, with a driving record acceptable to Community Hospice insurance carrier.

Education/Experience: Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• Bachelor's Degree in Nursing, Associates Nursing Degree or degree from a diploma nursing program
• Acute care setting, oncology, home health setting, and/or hospice experience desired, two years minimum preferred
• Principles and practices of nursing.

Community Hospice & Palliative Care, including all of its subsidiaries and affiliated companies, is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA), as amended. We provide reasonable accommodations to qualified individuals with disabilities to ensure equal access to employment opportunities and the ability to perform the essential functions of a position. If you require an accommodation to complete the application process, interview, or perform the essential functions of a role, please contact Human Resources at View email address on click.appcast.io.

We participate in E-Verify to confirm the employment eligibility of all newly hired employees.

Where applicable, and as required by law, employment with Community Hospice & Palliative Care may be contingent upon successful completion of a background screening initiated by the organization through the Florida Agency for Health Care Administration (AHCA) Background Screening Clearinghouse. More information about the Clearinghouse, including positions that require screening, can be found here:

Equal Opportunity Employer