Registered Nurse

2 weeks ago


Duluth, Minnesota, United States Kaiser Permanente Full time
Position Overview:
This role involves delivering telephonic guidance and education in accordance with protocols established by the medical team. The Telephone Advice Nurse is a seasoned registered nurse who employs the nursing process to assess patient needs via phone, following organizational policies and procedures.
Key Responsibilities:
  • Advice Delivery: Handles, prioritizes, and addresses incoming calls from members seeking medical and nursing counsel by evaluating the patient's issue using established protocols. Directs patients to appropriate care options, including emergency, urgent, routine, and same-day appointments, as well as follow-up and self-care recommendations based on nursing assessments. Accurately documents all interactions per established standards. Communicates with physicians and healthcare teams regarding calls that necessitate physician involvement or follow-up. Provides education on health maintenance and disease prevention according to relevant guidelines. Responds to emergencies in line with organizational policies. Documents lab result inquiries following the defined workflow. Advises patients or callers to reach out again if the discussed interventions are ineffective or if new symptoms arise. Ensures that callers comprehend and accept the advice provided.
  • Additional Duties: Contributes to the formulation of guidelines, procedures, patient education materials, and training as required. Engages in peer review and quality improvement initiatives as assigned. Analyzes performance metrics of both individual and call center operations, directing personal work based on self-performance analysis. Actively seeks opportunities for Kaiser Permanente to enhance customer service and collaborates with other departments. Suggests enhancements to information systems to boost response quality and efficiency for both customers and call center staff. Demonstrates advanced proficiency in utilizing available technology. Manages member interactions through appropriate technological and communication methods. Consistently upholds compliance with the Principles of Responsibility, safeguarding the confidentiality of information, protecting organizational assets, acting ethically, reporting non-compliance, and adhering to all relevant laws, regulations, and organizational policies. Access to protected health information (PHI) will be limited to the minimum necessary for effective job performance. May undertake additional responsibilities as assigned.

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