Day Triage RN (Not REMOTE) (HPH Hospice)

Overview

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing! When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success! The RN Day Triage provides telephonic and ad‑hoc support to patients and families. This position is not remote.

Qualifications

• Current affiliate state or multi‑state license to practice as an RN, and ability to apply for/obtain a multi‑state RN license within 30 days of hire if not already a holder.
• Minimum of one (1) year nursing experience; hospice or hospital experience preferred.
• Active BLS for healthcare professionals from the American Heart Association or Red Cross.
• Previous experience working with an EMR/EHR system.
• Ability to effectively communicate in English (verbal and written); bilingual in Spanish preferred.
• Excellent critical decision making and problem‑solving skills.
• Excellent clinical and assessment skills.
• Ability to use equipment with visual and auditory mechanisms.
• Excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines.
• Ability to effectively handle stressful situations professionally and calmly with exceptional customer service.
• Strong patient service skills.
• Information seeking / probing skills.
• Accurate knowledge transfer.
• Listening, understanding, and responding.
• Able to navigate in a fast‑paced environment utilizing interpersonal skills to maximize caller reassurance and patient visits.
• Ability to work in a cooperative team environment.
• Able to exhibit a sense of urgency in daily work activities.
• Skilled in computer operations; proficiency in MS Office software applications, online research and proven data entry and navigation skills.
• Available to work shifts to accommodate extended hours of operation as scheduled.
• Ability to perform sedentary work with frequent interruptions.
• Ability to manage the emotional stress of working with and caring for terminally ill patients and their families.
• Ability to perform the essential functions and physical requirements of the job with or without reasonable accommodations, including lifting patients and/or equipment, bending, pushing/pulling, and kneeling.

Competencies

• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees

• Represent the company professionally at all times through the care delivered and/or services provided to all clients.
• Comply with all state, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with company policies, procedures and standard practices.
• Observe the company’s health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the company.
• Use resources in a fiscally responsible manner.
• Promote the company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support company research and educational activities.
• Share expertise with coworkers both formally and informally.
• Participate in quality assessment and performance improvement activities as appropriate for the position.

Job Responsibilities

• Triages phone calls and ensures that callers’ needs are met efficiently using excellent customer service skills.
• Provides and manages direct care to patients and families incorporating psychosocial, spiritual, cultural, physical and biological components, and appropriate nursing intervention and follow‑up.
• Responsible for the timely, courteous, and effective handling of clinical inquiries related to Chapters Health System’s services. Positively promotes and clearly explains the benefits of Chapters Health System’s services. Clients include current and prospective patients, friends, family members, powers of attorney, care providers, physicians, nursing staff, nursing homes, assisted living facilities (ALFs), hospital staff, and others as appropriate.
• Gathers necessary information and required documentation from appropriate sources to ensure complete, current, and accurate documentation of patient information and data.
• Accurately enters data into information tracking systems, including entering and tracking patient referral files in the electronic medical record (EMR).
• Provides reassurance to patients and families. Assists in finding solutions to their questions and/or recognizes the need for an in‑person visit. Coordinates or completes in‑person visits when needed or requested.
• Assists the patient and family in achieving the desired comfort levels.
• Utilizes appropriate support or expert resources or personnel to resolve complex or difficult situations.
• Documents patient/family contact information in the EMR and communicates with the interdisciplinary group (IDG).
• Reports technical issues not caused by company equipment or network (e.g., off‑site power outage, personal internet outage) to leadership immediately and must resolve the issue within 30 minutes. If unresolved, the RN may be required to report to an IPU or Resource Center based on leadership direction.
• During emergencies (e.g., hurricanes), the triage RN may be required to report to work at a company‑designated location to ensure continuity of services. This may include reporting ahead of the scheduled time and staying overnight(s) based on the emergency duration.
• Performs other duties as assigned.

Compensation

Pay Range: $61,860.66 – $96,657.28

Compliance

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as ongoing compliance with the Drug‑Free Workplace Policy. All Chapters Health System employees performing services for Florida affiliates are submitted through the Florida Care Provider Background Screening Clearinghouse to verify eligibility after a conditional offer of employment is made and for ongoing eligibility. For more information, please visit