Telecare Registered Nurse (Call Center)

About the company

VITAS Healthcare

Hospital & health care · 10,001+ employees

What you'll do

• Provides clinical assessment and intervention utilizing the nursing process, VITAS Palliative Care Guide, and Triage Protocols.
• Serves as the patient and family advocate by communicating with the attending physicians, long term care facility staff, case managers, and others external to VITAS as necessary. Provides collaboration with LPN/LVN’s.
• Coordinates all service delivery after hours including patient and family education, dispatching of interdisciplinary visits, and coordination of services with external vendors and resources as needed.
• Provides support and collaboration with Telecare staff to ensure favorable patient outcomes.
• Provides bereavement support to families.
• Documents interactions with patients, families, contacts, and vendors in the patient record to include the assessment, plan of care, caller agreement to the plan, any actions and interventions and the resolution of each patient/family interaction.
• Reviews all entries in the record made by Telecare LPN/LVN’s and Patient Care Coordinators and ensures compliance with documentation Standards.
• Participates in the orientation of new team members as assigned by the supervising manager.
• Attends regularly scheduled in-services, staff meetings, and educational conferences.
• Develops and achieves professional growth goals and objectives, and reviews with supervising manager on a monthly basis.
• Seeks certification in the specialty of hospice nursing when qualified to do so.
• Instructs and documents appropriate use of medications, home medical equipment and supplies.
• Appropriately utilizes the resources of contract personnel such as Pharmacy, HME, agency staff, and transportation services.
• Promotes a customer service-oriented approach to care delivery.
• Supports and promotes all Care Connection Center cultural platforms.
• Compliance with all departmental standards, policies, and procedures with training and education, management of the workload, disaster planning, attendance adherence, and quality standards.
• Performs other job duties as required.
• A minimum of two years’ experience in acute-care hospital nursing in either medical-surgical, oncology, home health, or emergency required.
• One year of customer service/call center experience preferred.
• Eligible for licensure in other states VITAS Triage services are located.
• Excellent verbal, written, and interpersonal communication skills, as well as demonstrated effective telephone skills.
• Ability to work as a team player and multi-task.
• Proficient in customer conflict resolution and crisis management.
• Proficient in telephone techniques including phone etiquette, and handling of calls.
• Thorough knowledge of professional nursing principles, methods and procedures; anatomy and physiology; medical supplies and equipment used in nursing practice; and the uses and effects of medications including narcotics.
• Working knowledge of applicable state and federal laws and regulations pertaining to registered nursing and the scope of practice limitations of clinic support staff.
• Ability to work weekends and holidays as necessary to support the operations of the Care Connection Center.
• Ability to type 40 WPM.

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