Call Center Registered Nurse

Essential Job Functions/Responsibilities

• Presents a positive image of Hospice in all contacts.
• Utilizes the nursing process to assess and prioritize the needs of terminally ill patients and their families via telephone.
• Assigns staff for timely visits to home, hospital, or skilled nursing facility in any part of Orange/Sullivan counties during the assigned shift.
• Reviews medications and treatments prescribed by providers with patients, families, or caregivers.
• Counsels patients, families, or caregivers on meeting nursing and related needs.
• Communicates with Hospice IDT members on a timely basis regarding changes in the patient's condition.
• Completes, maintains, and submits accurate and relevant clinical documentation regarding patient's condition and care given within 24 hours.
• Communicates with providers regarding patient needs and reports changes in the patient's condition; obtains/receives physicians' orders as required.
• Coordinates care with community health-related persons to meet patient/family needs.
• Teaches patients, families, or caregivers self-care techniques as appropriate.
• Provides medication, diet, and other instructions as ordered by the physician and recognizes and utilizes opportunities for health counseling.
• Works in concert with the other Hospice Interdisciplinary Team Members.
• Assists in ensuring a safe environment for patients, families, or caregivers.
• Affords continuity of care to patients, families, or caregivers.
• Supports the emotional needs of patients, families, or caregivers.
• Ensures availability of equipment and other necessary items and services when required.
• Supervises ancillary personnel and delegates responsibilities when required.
• Supervises hospice aides, licensed practical nurses, and contracted aides when required.
• Maintains and upgrades professional knowledge and practice skills through continuing education and in-service classes.
• Fulfills the obligation of requested case assignments.
• Participates actively in Performance Improvement programs.

Job Summary

The Call Center nurse receives phone calls which they manage over the phone or they assign a staff member a visit to manage the patient's symptoms and pain; a patient death visit; or any other HHA, LPN, or RN visit they feel is needed to assist a patient or family member. The Call Center RN will consult with SW and/or SC if their care is needed by a patient and/or family. The call center RN works 8:30a-4:30p on weekend days and designated holidays. The Call Center nurse role is an expansion of the care provided by the nursing teams during the week. The role is essential to ensure 24/7 nurse availability for the hospice patient.

Hybrid Position

This office-based position can be flexed to remote; decision to be made in conjunction with reporting supervisor. As warranted by the organization's needs, being present in the office can be required at any time.