RN Office Based Telephone Triage | Full Time

Under the direction of the Triage/On-call supervisor the Telephone Triage RN responds to patient and/or care giver needs via the telephone. The RN prioritizes and responds to calls received, in a timely manner. S/he incorporates nursing skills and appropriate questions to accurately evaluate problems/needs and instruct the patient/care giver in accordance with the plan of care.  Schedules may vary based on position.

 Position Details

• Work Location:  In-office position located at 4266 Sunbeam Road, Jacksonville FL.  No work from home at this time.
• Days/Typical Work Shift Schedule:  Full-time, 40 hours a week
  • Monday-Friday: 3:00pm-11:00pm
    
  • Weekends:  Possible alternating weekends
• Compensation: $35.00 - $37.00 hour base rate; plus any additional shift differential pay.

Job Responsibilities:  Performs skilled nursing activities such as:

• Actively receive and process incoming calls for all lines of healthcare businesses.
• Incorporates nursing skills, communication skills, and emotional intelligence to effectively assess problems/needs.
• Completes telephonic or virtual assessment of patient for effective symptom management.
• Collaborates with patient, family/caregiver, and practitioner regarding goals of care and changes in treatment plan.
• Provides information and education regarding disease progression and anticipated needs at end of life.
• Provides instruction to the patient/care giver in accordance with the plan of care or changes in plan of care.
• Provides appropriate emotional support during all conversations with patients/caregivers.
• Conducts follow up and collaboration calls as needs arise or as requested by the team.

Communicates and coordinates as follows:

• Provides change of status updates to supervisor (such as ER visit disposition or death) per protocol.
• Call physician or APRN as necessary for change in plan of care.
• Collaborate with supervisor or Interdisciplinary Group (IDG) team to determine appropriate discipline to respond to call and/or visit need.
• Arranges for medications and supplies based on urgency, per policy.
• Communicates with staff, physicians, community resources, and vendors   providing accurate information regarding patient’s needs/problems.
• Documents all phone call encounters with patients/caregivers in the Electronic Medical Records system (EMR) in a timely manner per CHPC protocol.
• Leaves accurate and detailed report, per protocol, to IDG team members, after all calls including death calls, per protocol.

Participates in total agency program:

• Promotes agency image within the community; displays courtesy, tact, and patience within the organization and during community interactions.
• Demonstrates appropriate dress and grooming; maintains a good attendance record; notifies agency of absences according to policy.
• Uses chain of command for problem solving; attends staff meetings on a regular basis.
• Uses supplies and equipment appropriately in a cost-effective manner.
• Keeps neat and legible written documentation.
• Participates in agency quality assurance and complies with Compliance Program.
• Other duties as assigned

Required Licenses/Certifications

• RN State of Florida Nursing license, current
• Drivers license State of Florida, with a driving record acceptable to Community Hospice insurance carrier.

Education/Experience:  Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• Bachelor’s Degree in Nursing, Associates Nursing Degree or degree from a diploma nursing program
• Acute care setting, oncology, home health setting, and/or hospice experience desired, two years minimum preferred
• Principles and practices of nursing.