Answer and address incoming calls of a 24-hour, 7 day per week call center from Post-Acute patients, caregivers or families related to patient care with a customer service and positive patient care experience manner. Triage, evaluate, plan and implement effective patient care plans within the guidelines of the standards of nursing care and operational guidelines.

PRIMARY RESPONSIBILITIES

Staffs a 24-hour telephone service for hospice, home health and telehealth services. Collaborates effectively with staff, patients, families, and other health care providers. Uses computer for live data collection and documentation, online resources for information gathering, and communication with callers through the phone system and EMR. Demonstrates knowledge of regulations and Medicare Conditions of Participation. Manages relationships with individuals and departments inside and outside of the ministry structure. Creates an environment that leads to a positive patient care experience by evaluating, planning, and implementing effective patient care plans within the guidelines of the standards of nursing care and operational guidelines. Duties may include but are not limited to completion of medication profiles, ordering home supplies, triaging patient phone calls and questions, reviewing and collaborating hospice/home health plan of care, contacting and collaboration with visit staff. Uses principles of delegation to delegate tasks to visit staff. May guide treatment advice. May utilize advance technology with live chat and texting to assist callers. Works in constant state of alertness and safe manner. Performs other duties as assigned.

EDUCATION

Graduate of accredited school of nursing or education equivalency for licensing

EXPERIENCE

Two years progressive home care or hospice nursing experience or any combination of education that provides equivalent knowledge, skills or abilities.

PHYSICAL REQUIREMENTS

Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs. Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements. Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors. Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc. Frequent keyboard use/data entry. Occasional bending, stooping, kneeling, squatting, twisting and gripping. Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs. Rare climbing.

EMPLOYMENT TYPE: Part_time