SUMMARY:

Applicant must possess a current and active California Registered Nurse Licensure, graduate from a NLN or CCNE Accredited School of Nursing, completion of Nursing Telephone Triage Course. Preferred Bachelor of Science (BSN) Nursing, and Public Health Nurse (PHN) certificate. Must have or willing to obtain current
CPR Certification from the American Heart Association or Red Cross prior to orientation. Must have two years experience in ambulatory care, urgent care, or similar setting. The Telephone Nurse Consultant of the Call Center assures that communication with each caller will be handled in a professional and tactful manner. When appropriate, the caller’s symptoms will be assessed and triaged using the nursing process and approved guidelines in order to assist in obtaining the appropriate level of care and/or self-care advice when appropriate. This position reports to the Call Center Manager and for clinical guidance Nursing Director. This position’s functions are supervised by both Call Center Manager and The Nursing Director. Must be able to work with the Indian Community and be sensitive to the Indian culture and its needs.

MAJOR DUTIES AND RESPONSIBILITIES:

• Respond promptly to each incoming call requiring intervention; if call warrants a triage, the caller’s stated symptoms will be assessed to determine the appropriate level of care required to safely meet the patient’s medical needs. (Emergent, urgent, non-urgent or home care status);
• When appropriate, provide home care instructions using the approved, written guidelines as well as approved reference material provided;
• Utilize all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule classes or physician appointments, or refer calls when necessary to the appropriate medical facility, personnel or specialized community service;
• Refer patients to appropriate medical facilities or providers for care, utilizing approved guidelines as indicated by individual client profiles;
• Thoroughly complete documentation utilizing the appropriate computer software in compliance with the approved policies and procedures ;
• Respond to calls, emails and patient portal inquiries from internal and external sources;
• Communicate scheduling matters with other staff and departments
• Ensure HIPAA compliance with managing of patient information and their electronic health record;
• Escalate issues to the appropriate supervisor for resolution, as deemed necessary; (Administrative matters to Call Center Manager and Clinical/ Medical matters to Nursing Director;)
• Actively participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and periodic performance/protocol evaluations and development;
• Maintain current nursing skills and knowledge base by attendance of Continuing Education requirements;
• Perform all other duties and tasks as assigned.

Education:

Current and active California Registered Nurse Licensure.

Graduate of a NLN or CCNE Accredited School of Nursing.

Completion of Nursing Telephone Triage Course

Preferred: Bachelor of Science (BSN) Nursing

Preferred: Public Health Nurse (PHN) certificate

Experience:

Two years experience in ambulatory care, urgent care, or similar setting. Familiarity/experience with patient interactions on the telephone, Strong communication and interpersonal skills

Certification:

Current CPR Certification that meets the guidelines of the American Heart Association or Red Cross (Can be obtained prior to orientation)

Skill:

Experience with computerized medical management system desirable.

Must have clear and effective written and oral communication skills, empathetic phone etiquette.

Must be able to problem solve and manage difficult cases appropriately and in a professional manner

License:

Must possess a valid California driver’s license.. A current DMV printout is required.

Must be insurable by the program’s insurance carrier

Ability to:

Work a variable schedule to meet the patient and Program needs.

Maintain strict confidentiality, security and safety of health records

and information provided at all times; functions as a member of the

Quality Improvement team; possess the ability to communicate

clearly and effectively with patients, providers, nursing, RN/Site

Manager and other department staff. Attitude reflects professionalism and respect for other’s rights and responsibilities. Must be able to work with the Indian Community, and be sensitive to the Indian culture and its needs.

Physical Demands:

Assignments will be carried out in a healthcare setting with the potential for exposure to contagious diseases. There is potential for exposure to unpleasant situations, complaints or incidents. Standing and sitting are frequent for long periods of time. Some walking and lifting is required.

Job Type: Full-time

Pay: $41.35 - $46.15 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Medical specialties:

• Primary Care
• Urgent Care

Physical setting:

• Clinic

Standard shift:

• Day shift

Weekly schedule:

• Monday to Friday

Ability to Relocate:

• Grand Terrace, CA 92313: Relocate before starting work (Required)

Work Location: In person