This position is responsible for providing 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.
Essential Functions:
- Receives, triages, and responds to telephone calls from members requiring medical and nursing advice by assessing the patient's 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.
- Manages member interactions utilizing appropriate technologies and communications methods: Kp.org, CarePoint, Etc
- 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.
- Contributes to the development of guidelines, procedures, patient education, and training as assigned.
- Participates in peer review I quality improvement and committee functions as assigned.
- Understands, interprets and acts on a variety of statistical measurement 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.
Qualifications:
Basic Qualifications:
- Current RN licensure in the State of Georgia
- Minimum ofthree years of current experience as a RN in a clinical setting
- Basic keyboarding skills
- Complete a Customer Service Assessment
Preferred Qualifications:
- BSN
- One year of experience in emergency, critical care or ambulatory telephone triage nursing strongly preferred
- Working knowledge of CRT and PC
- Customer service aptitude demonstrated through Customer Service Assessment
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.