Registered Nurse-Clinical Contact Center

Registered Nurse Clinical Contact Center

The Registered Nurse (RN) Clinical Contact Center is responsible and accountable for all elements of the nursing process when providing and/or supervising direct patient care. Assumes responsibility for the coordination of care focused on patient education, self-management, and customer satisfaction throughout the continuum of care. Follows procedures per established policies and guidelines. Influences care outcomes by collaborating with members of the interdisciplinary team. Core elements of performance include knowledge and active participation in the unit/program level quality improvement process and initiatives as well as customer service programs. The RN is responsible for providing competent, evidence-based care to assigned patients. The individual will assist in directing the provision of nursing education, orientation, competencies and providing quality improvement and outcomes utilization consultation. The CCC RN Provides direct care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness based on the application of the nursing process which includes systematic data gathering, assessment, use of appropriate nursing judgment and evaluation of human responses to actual or potential health problems. The CCC RN role is complex, requiring flexibility, independent decision making, and collaboration. The CCC RN is a proficient communicator and provides timely, appropriate advice, and guidance to patients and/or their representatives who seek assistance with healthcare issues. The CCC RN communicates through a structured process in which information is exchanged clearly and accurately among team members. They must be able to utilize appropriate internal and external resources to the virtual encounter, report unusual occurrences and adverse events, integrate, and apply pertinent aspects of governing initiatives, directives, memorandums, and clinical practice guidelines to their professional nursing practice. Actively assesses situational elements to gain understanding and maintain awareness to support team functioning and improve care at the workgroup/unit level. Considers recommended dispositions and interventions from clinical decision support tools to assess and address the clinical needs of patients. The CCC RN recommendations reflect the uniqueness of each patient and their health concerns as well as disease processes and adaptation. Recommendations may be emergent and include those to preserve life, prevent disability, or promote health and well-being, including teaching and counseling. Seamless and consistent care is also provided during public health emergencies and natural disasters as a bridge until access to usual health care resources can be resumed, promoting safety and continuity along the continuum of care. The CCC RN consolidates these services through one center, using telehealth modalities to serve Veterans that receive care at a facility within the VISN, and expanding the service area when necessary for planned coverage of other VISN'S, to provide care to traveling or relocating Veterans, and to implement the Emergency Preparedness Plan.

US Department of Veterans Affairs