Registered Nurse, Contact Center

Job Summary: The Registered Nurse (RN), Contact Center meets all requirements of a NorthStar Care Community RN and provides professional nursing services or supervises the provision of nursing services to hospice patients in accordance with accepted standards of practice.

Essential Functions:

• Documents all calls and/or contacts and conducts follow-up activities if a visit is not scheduled.

• May assist with a preliminarily assessment of clinical referral information to assist the referring individual(s)/Referral Intake Specialists/Field Staff with ordering of specialty equipment such as IV pumps and medications

• Communicates actively and effectively through receiving, recording and conveying information to the interdisciplinary personnel in a timely manner.

• Accurately gathers and documents all required information to complete the RN Referral Template using the appropriate forms and data collection tools.

• Responds promptly to external customers and professional referral sources that contact the organization requesting help and assistance with hospice services via the telephone, and the website, utilizing required communication tools.

• Responsible for maintaining all required state licensure(s) and continuing education required for each license.

• Triages phone calls through problem assessment and needs identification utilizing critical thinking skills, all available patient records and Triage Protocols and Process Flows.

• Completes on-going telephonic assessment of the impact of the terminal diagnosis on the patient’s physical, functional, psychosocial and environmental needs and activities of daily living, including: the risk for pathological grief, cultural and spiritual implications, and verbal and non-verbal communication patterns. Assesses the ability of the caregiver to meet the patient’s immediate needs upon each telephone contact.

• Provides initial and ongoing patient/family instruction, education and support regarding the disease process, self-care techniques, end-of-life care, and issues of ethical concerns.

• Coordinates ordering durable medical equipment and supplies.

• Consistently utilizes the “Task” function in the electronic medical record for needed requests. Runs daily individual and department task lists. Completes all required tasks.

• Coordinates and assigns interdisciplinary services/personnel to provide direct patient care when necessary.

• Acts as a resource for staff members and orients new staff as needed.

• Proactively problem solves and identifies solutions utilizing critical thinking skills.

• Participates in internal and external education, training, in-services and other activities to develop and promote personal, professional and organizational goals and growth.

• Responds to information requested by third party payers and calls clinical reports to case managers.

• Provides nursing telephonic interventions using Triage Protocols and Process Flows in order to expedite care to patients. Uses Triage Protocols, Process Flows and critical thinking skills to dispatch a Field RN when telephonic interventions are not successful.

• Adjusts to changes in workload and schedules based on changing team priorities.

• Adheres to the organizational Code of Conduct, policies and procedures and all regulatory and legal requirements.

• Adheres to NorthStar standards to care for every person, every time, 100% of the time.

Qualifications:

• Graduation from an accredited school of nursing with possession of a current license to practice as a registered professional nurse in the State of Michigan .

• Minimum of one (1) to two (2) years of varied nursing experience required; hospice experience preferred.

• Must possess strong clinical assessment skills related to hospice eligibility, pain and symptom management and care planning.

• Ability to use technology (hardware and software) required of clinicians in their practice.

• Must possess excellent interpersonal skills, sound judgment, effective organizational, prioritization and follow-through skills, attention to detail, tact, dependability, emotional intelligence and the ability to promote positive, constructive relationships with communication and collaboration at all levels with the ability to maintain confidentiality.

• Must be able to cope with family/caregiver emotional stress, cultural diversity and be tolerant of individual lifestyles.

• The physical demands of the position include: vision, effective speech and hearing for extensive telephone contact; repetitive motion; traveling; driving or riding in motor vehicle; standing, sitting, walking, bending, reaching, and stretching; lifting up to forty five (45) pounds unassisted and the ability to assist in lifting patients using appropriate lifting techniques and/or devices.

• Must be able to work variable hours/shifts and/or days, including weekends. Must have the ability to occasionally work extended days, as necessary.