Telephone Advice Nurse

7 days ago


Duluth, Minnesota, United States Kaiser Permanente Full time
Job Summary

This position is responsible for providing expert telephone advice and education utilizing guidelines approved by the medical staff and for communication of advice given via an automated system. The Telephone Advice Nurse is an experienced registered nurse who utilizes the nursing process to evaluate patient needs over the telephone, adhering to organizational policies, procedures, and guidelines.

Key Responsibilities
  • Telephone Advice Process: Receives, triages, and responds to telephone calls from members requiring medical and nursing advice by assessing the patients' problem utilizing approved guidelines, directing access to care to include emergent care, urgent care, routine, and same-day appointments, follow-up, and self-home care based on outcomes of nursing assessment, and documenting all calls according to established standards. Communicates to physician, HCT, or modules, member calls requiring physician involvement, intervention, or follow-up by the physician, HCT, or modules. Provides instruction and education on health maintenance and disease prevention utilizing appropriate guidelines. Responds to emergencies according to Call Center and organizational policies and procedures. Documents calls regarding lab results in accordance with established workflow. Instructs the patient or caller to call back if interventions discussed are not helpful or if additional signs and/or symptoms develop. Ensures caller understands and accepts advice/recommendations given.
  • Other Responsibilities: Contributes to the development of guidelines, procedures, patient education, and training as assigned. Participates in peer review, quality improvement, and committee functions as assigned. Understands, interprets, and acts on a variety of statistical measurements of individual and call center performance; self-directs own work based on analysis of statistics of self-performance. Is proactive in identifying ways Kaiser Permanente can improve customer service; works in collaboration with other Kaiser Permanente departments. Recommends changes to the information systems to improve quality and speed of response to customers and ease-of-use for call center personnel. Demonstrates progressive proficiency with the utilization of available computer technology. Manages member interactions utilizing appropriate technologies and communications methods. Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licenser requirements (if applicable), and Kaiser Permanente's policies and procedures. Your access to protected health information (PHI) will be limited to the minimum necessary required to effectively perform your job. May perform other duties as assigned.
Requirements
  • Basic Qualifications: Minimum three (3) years of current experience as a RN in a clinical setting.
  • Education: High school diploma or GED required. Associates degree.
  • License, Certification, Registration: Registered Professional Nurse License (Georgia) required at hire.
  • Additional Requirements: Basic keyboarding skills. Working knowledge of CRT and PC (may be preferred in some specialties). Complete a job-specific Assessment.
  • Preferred Qualifications: One (1) or more years of experience in emergency, critical care, or ambulatory telephone triage nursing strongly preferred. Ability to communicate effectively. Excellent problem-solving and critical thinking skills. Bachelors of nursing degree.

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