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Registered Nurse
2 months ago
This role involves delivering telephonic guidance and education based on protocols established by the medical team, while documenting the advice provided through an automated system. The Baylor Advice Nurse is a seasoned registered nurse who employs the nursing process to assess patient needs over the phone, following organizational policies and procedures.
Key Responsibilities
- Advice Process: Handles, triages, and addresses phone inquiries from members seeking medical and nursing guidance by evaluating the patient's concerns using approved protocols. Directs access to care options including emergency, urgent, routine, and same-day appointments, follow-up care, and self-care based on nursing assessments, while documenting all interactions in accordance with established standards. Communicates with physicians, healthcare teams, or modules regarding member calls that necessitate physician involvement, intervention, or follow-up. Provides instructions and education on health maintenance and disease prevention in line with appropriate guidelines. Responds to emergencies as per Call Center and organizational protocols. Documents calls related to lab results following established workflows. Advises patients or callers to reach out again if discussed interventions are ineffective or if new symptoms arise. Ensures that callers comprehend and accept the advice and recommendations provided.
- Additional Duties: Contributes to the creation of guidelines, procedures, patient education materials, and training as required. Engages in peer review, quality improvement, and committee activities as assigned. Understands, interprets, and acts upon various statistical measurements of individual and call center performance; self-manages work based on self-performance analysis. Proactively identifies opportunities for Kaiser Permanente to enhance customer service and collaborates with other departments. Suggests modifications to information systems to improve response quality and speed for customers and ease of use for call center staff. Demonstrates advanced proficiency with available technology. Manages member interactions using appropriate technologies and communication methods. Consistently upholds compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by safeguarding the privacy and confidentiality of information, protecting organizational assets, acting ethically and with integrity, reporting non-compliance, and adhering to relevant laws, regulations, and Kaiser Permanente policies. Access to protected health information (PHI) will be limited to the minimum necessary to effectively perform job duties. May undertake other responsibilities as assigned.
Basic Requirements:
- Minimum of three (3) years of current experience as a Registered Nurse in a clinical environment.
- Associate's Degree in Nursing.
- Registered Professional Nurse License (Georgia) required upon hire.
- Basic Life Support certification required upon hire.
- Basic keyboarding skills.
- Familiarity with CRT and PC.
- Completion of a job-specific assessment.
- Effective communication skills.
- Strong problem-solving and critical thinking abilities.
- At least one (1) year of experience in emergency, critical care, or ambulatory telephone triage nursing is strongly preferred.
- Bachelor's degree in nursing.