Registered Nurse (RN) – Engagement Center (Remote)

100% Remote Triage position

2+ years' acute care experience (ED, Urgent Care, ICU and some Med Surg will be considered) is required within the last 4 years

Due to complex requirements, remote work is NOT permitted from the following states:

CA, CO, CT, HI, MA, MD, MN, NJ, MY, OR, RI, VT, WA

Major Responsibilities:

• Uses the nursing process and guidance of established protocols to assess the needs of the patient telephonically including the patient, guardian, or family in the conversation when necessary. Determines most appropriate level of care needed, provides detailed education, establishes a plan of care including interventions, and communicates follow up instructions to the patient. Escalates and collaborates with the appropriate on call provider when additional guidance is needed.  
• Prioritizes patient interactions by acuity and need considering all available information and resources. Applies evidence-based practice to deliver patient care.
• Implements strategies to reduce patient risk and increase patient safety.  Assesses patient and family readiness to learn and individualizes the approach as necessary.  Works collaboratively to develop strategies to meet the learning needs of the patient and family.
•  Supports shared governance activities and initiatives to improve processes and patient outcomes. 
• Participates in department quality/process improvement initiatives aimed at enhancing the patient care experience.
• Participates in professional activities which contribute to personal professional development and the development of others. Seeks opportunities to be taught, coached, and mentored.  Attends required meetings/educational programs and completes annual competencies in a timely manner.
• Demonstrates effective communication, feedback, and conflict resolution skills.  Promotes collaboration with clinicians and other healthcare team members to coordinate patient-centered care.   
• Promotes a culture of safety through identifying threats to patient safety and intervening to prevent patient harm.  Reports patient safety events and near misses in a timely manner.  Seeks to identify potential safety issues and assists in the implementation of corrective action. 
• Applies ethical decision making, demonstrates respect and understanding for peers, and other clinical disciplines.  Participates as an effective member of the patient care team to formulate an integrated, unbiased, individualized approach to care.
• Must be able to demonstrate knowledge and skills necessary to provide care appropriate to the age of the patients served.  Must demonstrate knowledge of the principles of growth and development over the life span and possess the ability to assess data reflective of the patient’s status and interpret appropriate information needed to identify each patient’s requirements relative to his/her age specific needs and provide the care advice/disposition outlined in the departments policies, procedures, and protocols.  Schedules appointments with emphasis on making the appointment in correlation to the recommended end point of the protocol used. Collaborates with other health care team members to coordinate medical and nursing management of patient care, including procedures and medication refills.
• Accurately maintains and updates the patient’s clinical records according to agency, State and Federal guidelines. Documents all call encounters utilizing the patient’s Electronic Medical Record at the time of the call. Communicates information relating to the patient’s physical and psychological status to the physician, Advanced Practice Clinician and/or additional members of the interdisciplinary team as appropriate. Provides pertinent and concise reports describing patient’s response to medical and nursing plans of care.
• Participates in team meetings and works on special projects/tasks as assigned by leadership. Participates in the ongoing development of comprehensive health information resources, system and operational efficiencies and resources. Assists in interpreting department policies and procedures and advises staff on procedural changes.

Licensure, Registration, and/or Certification Required:

• Registered Nurse license issued by the state in which the team member practices.
• New Hire must apply for a temporary license from WI or IL upon acceptance of position.
• Temporary WI or IL license must be received prior to start date .

Education Required:

• Associate's Degree (or equivalent knowledge) in Nursing.

Experience Required:

• Typically requires 2+ years' of acute care experience, preferably within the last 4 years (ED, Urgent Care, ICU and some Med Surg will be considered).

Knowledge, Skills & Abilities Required:

• Critical thinking skills necessary to independently determine and prioritize the needs of patients using sound judgment and strong problem-solving skills.
• Knowledge of a variety of healthcare specialties, including levels of care, symptom identification and proven treatment recommendations. Ability to incorporate past experience with established protocols.
• Excellent verbal communication skills demonstrating empathy, respect, restatement, open-ended questions, active listening and diplomacy with a diverse customer population.
• Ability to develop rapport and maintain positive, professional relationships with a variety of patients, staff and physicians.
• Proven ability to independently organize and prioritize work, managing multiple priorities and maintaining a flexible schedule in a fast paced, dynamic customer service environment.
• Excellent customer service and follow-up skills including the ability to stay calm during stressful situations.
• Demonstrated proficiency as a technology user with computers, internet, desktop software packages and multiple-line telephone systems.
• Ability to converse with customers/patients while researching and documenting calls on multiple systems. Knowledge of documentation techniques for communication

Physical Requirements and Working Conditions:

• Required stable and secure internet connection
• Must have functional vision, touch, speech, and hearing.
• Required sitting a majority of the workday.
• Operates all equipment necessary to perform the job.
• Must have quiet space to make and receive phone calls
• Ability to lift 15 lbs.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.