TeleHealth Triage Nurse (PRN)-2
Description
At SCP Health, what you do matters
As part of the SCP Health team, you have an opportunity to make a difference. At our core, we work to bring hospitals and healers together in the pursuit of clinical effectiveness. With a portfolio of over 8 million patients, 7500 providers, 30 states, and 400 healthcare facilities, SCP Health is a leader in clinical practice management spanning the entire continuum of care, including emergency medicine, hospital medicine, wellness, telemedicine, intensive care, and ambulatory care.
Why you will love working here:
- Strong track record of providing excellent work/life balance
- Comprehensive benefits package and competitive compensation
- Commitment to fostering an inclusive culture of belonging and empowerment through our core values - collaboration, courage, agility, and respect.
What you will be doing:
Our focus at SCP Health is simple. It's all about the patient. For over 30 years, SCP Health has provided acute care to patients in the Emergency Room and/or in the hospital. We are now also committed to engaging patients outside the four walls of those hospitals - where they live, where they work, when and how they need help - whether it's finding care, coordinating care or answering questions about their health. Patient Engagement and Care Coordination is a new and exciting innovation for SCP Health. The 24/7 Nurse Care Advice and Triage Line is an integral part of engaging patients when they need assistance and how they want to engage.
Are you a nurse wanting to be part of an innovative, patient-centric environment where you can use your nursing knowledge but avoid the long hours on your feet and the wear and tear of traditional nursing? Are you looking for an opportunity to work flexible shifts even remotely where you have time to really talk with patients? We are searching for nurses of all backgrounds and levels of experience to join our team and our commitment to improving patient experience.
What you will be doing:
The nurse in this role will respond to incoming telephone calls, voice messages and/or text messages regarding clinical issues in a timely and professional manner. He/she will be responsible for quickly identifying if a clinical protocol is needed and utilizing the protocols as provided to adequately resolve the needs of the patient/caller.
Are you a nurse wanting to be part of an innovative, patient-centric environment where you can use your nursing knowledge but avoid the long hours on your feet and the wear and tear of traditional nursing? Are you looking for an opportunity to work flexible shifts even remotely where you have time to really talk with patients? We are searching for nurses of all backgrounds and levels of experience to join our team and our commitment to improving patient experience.
What you will be doing:
The nurse in this role will respond to incoming telephone calls, voice messages and/or text messages regarding clinical issues in a timely and professional manner. He/she will be responsible for quickly identifying if a clinical protocol is needed and utilizing the protocols as provided to adequately resolve the needs of the patient/caller.
The nurse triages and support patients making health care decisions regarding level of care, managing health needs, tests, treatments, procedures, or lifestyle change. This job has the option to function within a contact center or remotely and is part of a 24/7/365 clinical and non-clinical team. The success of this position requires the ability to maintain a courteous, professional manner in a potentially fast-paced, ever-changing environment where the patient's needs are always the most important priority and a positive patient experience is the expectation.
- Ability to use critical thinking skills and respond quickly and professionally under stressful, emergent situations.
- Excellent customer service skills including professional phone voice, empathy, and active listening skills
- At least three to five years of RN clinical experience in Nursing.
- Telephone triage experience preferred but not required.
- Excellent oral, written and interpersonal communication skills.
- Proficient computer skills utilizing and navigating multiple applications at one time including Citrix, Outlook, MS office, VPN, and basic computer problem solving skills.
- Must be comfortable sitting at a computer for the workday. This is an inbound remote nurse call center
- Providing assessment and nursing triage to a wide variety of patients across the health continuum and/or health education to culturally diverse populations including COVID-19.
- Assists in directing patients to the most appropriate level of care
- Provide telephonic health information and nursing education related to COVID-19
- Assists and empowers patients to make better health care decisions
- Encourages participation in other external programs or resources available to them
- Works in collaboration with Tele-health providers by referring appropriate patients who may benefit from a Tele-health call
- Provide outbound follow up calls as necessary
Who/what we are looking for:
- 3 to 5 years of call center management in a fast-paced, ever-changing healthcare or other environment
- 5 to 8 years of clinical experience required
- 3 years of experience supervising/managing preferably within a clinically oriented Service Center.
- Experience in Emergency Room, Inpatient Care, Case Management, Home Health, and/or Community Care Coordination services preferred
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles, strong coaching and leadership skills, and the ability to motivate employees.
- Decisiveness and attention to detail as well as proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Strong computer skills with proficiency in Microsoft Office software
- Attention to details and the ability to handle multiple tasks simultaneously
- Valid driver's license and automobile insurance
- Active unrestricted RN license in good standing in the state of current residence and ability to get additional licenses as contractually required
- Licensed under eNLC preferred (Compact license)
- Clinical experience in and/or familiarity with the following areas strongly recommended: Emergency Room, Inpatient Care, Case Management, Home Health, Managed Care, and/or Community Care, Coordination services.
- Familiarity with call center tools and/or software, systems such as InContact, Genesys, Ayaya
- Knowledge of regulatory and accrediting standards relating to medical management and managed care
- Knowledge of medical terminology, claims processing, Home Health regulations
- Knowledge of fiscal management and human resource management techniques
- Ability to plan, supervise and review the work of non-clinical staff
- Requires working under stressful conditions or working irregular hours
CERTIFICATES AND LICENSES:
- Active, unrestricted RN licensure in the state where the candidate resides with the ability to obtain multi-state licensure is required