Triage, RN Per Diem

About the Role

The RN, Triage provides telephonic support to patients and families, establishing and maintaining positive relationships with team members, patients/families, and referral resources.

Qualifications

• Current Florida or multi-state license to practice as an RN, with ability to apply for/obtain multi-state RN license within 30 days of hire if not already held.
• Ability to apply for/obtain license to practice as an RN in Washington D.C. within 30 days of hire.
• Minimum of one (1) year nursing experience; hospice or hospital experience preferred.
• Previous experience working with an EMR/EHR (Electronic Medical/Health Record) system.
• Ability to effectively communicate in English (verbal and written); bi-lingual in Spanish preferred.
• Reliable transportation to meet patients’ needs.
• 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, including information seeking, probing, 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 (including, but not limited to: lifting patients and/or equipment, bending, pushing/pulling, kneeling) of the job with or without reasonable accommodations.

Responsibilities of All Employees

• Represent the Company professionally at all times through 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 after-hours phone calls and ensures that callers’ needs are met efficiently using excellent customer service skills.
• Provides telephone advice and education for patient needs.
• Responsible for the timely, courteous, and effective handling of all telephone inquiries related to Chapters Health System’s services.
• Positively promotes and clearly explains benefits of Chapters Health System’s services. Clients include current and prospective patients, friends, or family members, Powers of Attorney, care providers, physicians, nursing staff, nursing homes and 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 on the phone to patients and families. Assists in finding solutions to their questions and/or recognizes the need for an in-person visit. Coordinates in-person visits when needed or requested. Assists the patient and family to achieve the desired comfort levels.
• Utilizes appropriate support/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).
• Triage RNs who experience technical issues not caused by company equipment or network (e.g., offsite power outage, personal internet outage) are required to report the situation to leadership immediately and have 30 minutes to resolve the technical issue. If the issue cannot be resolved in 30 minutes, the RN may be required to report to an IPU or Resource Center based on leadership direction.
• During times of emergencies (e.g., hurricanes), the Triage RN may be required to report to work at a location designated by the company to ensure continuity of services. This may include reporting to work ahead of the scheduled date/time due to planned lockdown of the unit and staying overnight(s) based on the duration of the emergency.
• Performs other duties as assigned.

Competencies

Satisfactorily complete competency requirements for this position.

Pay

Pay Rate: $45.00 per hour.

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, as well as ongoing eligibility.