RN-Call Center, Continuum of Care (WO) Id-3778
Job Highlights:
- Department: Continuum of Care – Home Health and Hospice Call Center – Remote Triage
- Patient Population or Ratio: Home Health and Hospice
- Schedule: 0730-2000 (730am-8pm) every Saturday and Sunday
- Skills: RN licensure – multi-state and required to obtain Illinois RN license within 3 months of hire. Must be licensed in WI, IL, MO, OK. Experience in Hospice and/or Home Health preferred. Directly or Indirectly.
- Location address: 100% Remote
**Must reside in either WI, IL, OK, MO.
Job Summary:
Answer and address incoming calls of a 24-hour, 7 day per week call center from Post-Acute patients, caregivers or families related to patient care with a customer service and positive patient care experience manner. Triage, evaluate, plan and implement effective patient care plans within the guidelines of the standards of nursing care and operational guidelines.
Job Responsibilities and Requirements:
PRIMARY RESPONSIBILITIES
- Staffs a 24-hour telephone service for hospice, home health and telehealth services.
- Collaborates effectively with staff, patients, families, and other health care providers.
- Uses computer for live data collection and documentation, online resources for information gathering, and communication with callers through the phone system and EMR.
- Demonstrates knowledge of regulations and Medicare Conditions of Participation.
- Manages relationships with individuals and departments inside and outside of the ministry structure.
- Creates an environment that leads to a positive patient care experience by evaluating, planning, and implementing effective patient care plans within the guidelines of the standards of nursing care and operational guidelines. Duties may include but are not limited to completion of medication profiles, ordering home supplies, triaging patient phone calls and questions, reviewing and collaborating hospice/home health plan of care, contacting and collaboration with visit staff.
- Uses principles of delegation to delegate tasks to visit staff.
- May guide treatment advice.
- May utilize advance technology with live chat and texting to assist callers.
- Works in constant state of alertness and safe manner.
- Performs other duties as assigned.
EDUCATION
- Graduate of accredited school of nursing or education equivalency for licensing
EXPERIENCE
- Two years progressive home care or hospice nursing experience or any combination of education that provides equivalent knowledge, skills or abilities.
PHYSICAL REQUIREMENTS
- Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
- Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
- Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
- Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
- Frequent keyboard use/data entry.
- Occasional bending, stooping, kneeling, squatting, twisting and gripping.
- Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
- Rare climbing.
