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Rn Contact Center Phone Triage
3 months ago
Job Summary
Delivers nursing services per Clinical Contact Center standards including providing world-class customer service to patients, providers, service lines, outpatient and inpatient departments and other health systems.
Essential Functions
- Manages and documents calls in a timely, efficient manner consistent with Clinical Contact Center standards. Contributes to meeting service level commitments by handling calls in a manner that supports overall department goals.
- Obtains pertinent information in order to make the best decisions in referring to appropriate level of care and patient placement. Communicates with physicians/ED staff/inpatient unit staff and provider office staff as necessary. Facilitates Physician-to-Physician conversation when needed. Connects customers to the appropriate person(s) / resources.
- Collaborates with physicians, nurses, care managers, midlevel providers and outpatient and inpatient leadership teams to facilitate provision of care to outpatients calling with symptoms and/or appropriate placement of inpatients and efficient patient throughput.
- Actively participates and contributes to a culture of quality, safety and collaboration that embodies and represents Spectrum Health Core Values of Excellence, Accountability, Compassion, Integrity, Respect, and Teamwork.
- Actively participates in process improvement initiatives. Uses safety behaviors to maintain a safe and high reliability workplace.
- Formulates decisions and actions based on ethical principles, using the ANA Code of Ethics for Nurses to guide practice.
**Qualifications**:
- Required Associate's Degree Graduate from an accredited nursing program
- Preferred Bachelor's Degree in Nursing
- 3 years of relevant experience Nursing experience Required
- Experience in pediatrics, critical care, emergency/urgent care, inpatient setting Preferred
- LIC-Registered Nurse (RN) - STATE_MI State of Michigan Upon Hire required
Physical Demands
- Pallet to Waist (6" from floor) > 5 lbs: Seldom up to 20 lbs
- Waist to Waist > 5 lbs: Seldom up to 20 lbs
- Bilateral Carry > 5 lbs: Seldom up to 10 lbs
- Unilateral Carry > 5 lbs: Seldom up to 10 lbs
- Pushing Force > 5 lbs: Seldom up to 10 lbs
- Pulling Force > 5 lbs: Seldom up to 10 lbs
- Sitting: Frequently
- Standing: Occasionally
- Walking: Occasionally
- Forward Bend - Standing: Seldom
- Forward Bend - Sitting: Occasionally
- Trunk Rotation - Standing: Seldom
- Trunk Rotation - Sitting: Occasionally
- Squat: Seldom
- Stair Climbing: Seldom
- Reach - Above Shoulder: Seldom
- Reach - at Shoulder or Below: Occasionally
- Handling: Occasionally
- Forceful Grip > 5 lbs: Seldom
- Forceful Pinch > 2 lbs: Seldom
- Finger/Hand Dexterity: Frequently
- Visual Acuity ¹
[None = No; Seldom = Yes]: Seldom
**Primary Location**
SITE - Kentwood Medical Office Building - 4600 Breton Rd - Kentwood
**Department Name**
Patient Access Service Center - Nursing Triage
**Employment Type**
Part time
**Shift**
Evening (United States of America)
**Weekly Scheduled Hours**
24
**Hours of Work**
Variable
**Days Worked**
Variable
**Weekend Frequency**
Every other weekend
- Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category._
- An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team._
