Registered Nurse - Call Center - One Community Health - CA

Registered Nurse - Call Center

The call center registered nurse (CCR RN) is a critical part of the call center team that provides telephonic care and support to patients. Utilizing the nursing process, the CCR RN triages a variety of calls from patients, caregivers, external specialty offices, laboratories, radiology offices, hospitals, and other community partners. The CCR RN interacts and collaborates with many internal departments and roles to provide high quality service to our patients and their families.

Essential Functions:

• Respond to transferred calls from patients, providers, and pharmacies
• Monitor and follow up on After Hours calls from Triage Logic, including further telephonic assessment and scheduling follow ups with care team unit as needed
• Monitor and respond to triage calls by speaking directly with patients or caregivers
• Quickly determine urgency of a patient call based on brief assessment of the patient's condition and review of their medical record
• Respond to incoming calls for critical lab and radiology results and coordinate management with the appropriate care team unit or clinician
• Use clinical decision-making and assessment skills to direct patients to level of care needed (emergency room, urgent care, walk-in clinic, primary care, or home care), including arranging emergency transportation if needed
• Respond to routine information requests, including prescription refills
• Document accurately, completely, and in a timely manner in the electronic health record
• Must work across all departments including, but not limited to, primary care, external specialties, pharmacies, radiology office, and laboratories.
• Consult with team members, including, but not limited to, clinicians, nurses, medical assistants, case managers, referral coordinators
• Schedule appointments as needed, including primary care, post-hospital, or walk-in clinic
• Serve as a clinical resource and professional role model for staff
• Assist supervisor with developing nursing policies and procedures
• Provide patient education including, but not limited to, disease processes, medications, and health-promoting behaviors
• Communicate effectively and tactfully with staff, patients, and the community
• Work for first call resolution of patient concerns or needs as appropriate
• Complete Transitional Care Management telephone encounters
• Function independently in a high-paced environment

Additional Duties

• Participate in performance improvement activities to improve clinic operations and optimize patient care
• Adhere to all policies, procedures, protocols, and workflows
• Attend and participate in staff meetings, projects, and committees as assigned
• Complete tasks in the Triage and TCM Inbasket pools

Minimum Requirements

• Associate's degree in nursing
• Possess and maintain a current Registered Nurse (RN) license in the state of California
• Possess and maintain a current Basic Life Support (BLS) certificate
• Minimum of 3 years of experience in direct patient care
• Excellent verbal and written communication skills
• Ability to communicate clearly, compassionately, and calmly with patients, caregivers, medical professionals, coworkers, and community members
• Ability to work with ethnically and culturally diverse populations
• Ability to apply creative problem-solving skills to the complex issues that arise
• Possess a broad knowledge base of physical, mental, and social needs for our population
• Active CPR and BLS Certification.

Preferred

• Bachelor's degree in nursing preferred
• 3-5 years' experience in ambulatory care setting preferred
• Bilingual skills preferred (Spanish, Dari, Pashto)
• Experience with Epic EMR
• One Community Health serves a widely diverse patient population with a rich blend of races, ethnicities, cultures, ages, religions, disabilities, sexual orientations, gender identities, and socioeconomic backgrounds. Individuals with life experience in these areas contribute to our ability to serve this population more effectively.
• Demonstrated person-centered approach and familiarity with trauma informed systems and restorative practices

Reasonable Accommodations

One Community Health endorses and supports the Americans with Disabilities Act of 1990 (ADA) and the California Fair Employment and Housing Act (FEHA) and is committed to providing reasonable accommodations to qualified individuals with disabilities who are applicants or employees who need accommodations. If you require an accommodation due to a disability to complete this application or you are experiencing difficulty submitting your application, please contact us at ochhumanresources@onecommunityhealth.com.

Our Benefits

For more information on the comprehensive benefits we provide, please visit: https://onecommunityhealth.com/careers/benefits/