To provide primary care patients telephone access to a highly skilled and trained registered nurse who accurately answers their questions and addresses their medical concerns during hours when the primary care offices are open. To provide first line response to patient questions and concerns with escalation to the primary care offices when necessary. To insure continuity of care, communicates the patient's condition and plan of care to other health team members.
Essential Functions:
Accurately assesses each patient's condition by actively listening to callers and asking probative questions. Identifies emergent situations and effectively transfers life threatening calls to appropriate agencies per protocol.
Provides appropriate and courteous telephone advice including plan of care and patient education to callers according to approved protocols.
Appropriately and accurately documents initial and ongoing telephone conversations with documentation being completed immediately after the call ends.
Places outbound follow up calls to caregivers as needed.
Accurately communicates information to primary care offices as needed either over the telephone or by routing the necessary information to the individual offices through EPIC.
Works autonomously while adhering to organizational standards and core values.
Attends and participates in staff meetings and required departmental meetings.
Meets the needs of the department by flexing hours as needed based on seasonal changes and call volume. This may include mornings and evenings. Meets unit expectations for call volumes, call duration and customer service expectations.
Appropriately utilizes and maintains Nemours supplied equipment; ability to troubleshoot technology issues to ensure uninterrupted service to patients.
Additional Requirements:
BSN required
Must have or be eligible for DE nursing license
3-5 years of Pediatric Office Nurse experience required
3-5 years of Phone Triage experience required
BLS Certification with the American Heart Association required
