RN Care Advisor

It’s inspiring to work with a company where people truly BELIEVE in what they’re doing!

When you become part of the Chapters Health Team, you’ll realize it’s more than a job. It’s a mission. We’re committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!

The RN, Triage provides telephonic support to patients and families. The RN, Triage will establish and maintain positive relationships with team members, patients/families and referral resources.

Qualifications:

• Current Florida or multi-state license to practice as an RN, and ability to apply for/obtain multi-state RN license within 30 days of hire, if not already a holder of a multi-state license.
• Ability to apply for/obtain license to practice as an RN in Washington D.C. within 30 days of hire.
• Minimum of one (1) year nursing experience; hospice or hospital experience preferred
• Previous experience working with an EMR/EHR (Electronic Medical/Health Record) system
• Ability to effectively communicate in English (verbal and written); bi-lingual in Spanish preferred
• Excellent critical decision making and problem-solving skills
• Excellent clinical and assessment skills
• Ability to use equipment with visual and auditory mechanisms

• Excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines
• Ability to effectively handle stressful situations professionally and calmly with exceptional customer service

• Strong patient service skills
  • Information seeking / probing skills
  • Accurate knowledge transfer
  • Listening, understanding, and responding
• Able to navigate in a fast-paced environment utilizing interpersonal skills to maximize caller reassurance and patient visits
• Ability to work in a cooperative team environment 
• Able to exhibit a sense of urgency in daily work activities

• Skilled in computer operations; proficiency in MS Office software applications, on-line research and proven data entry and navigation skills
• Available to work shifts to accommodate extended hours of operation as scheduled

• Ability to perform sedentary work with frequent interruptions
• Ability to manage the emotional stress of working with and caring for terminally ill patients and their families
• Ability to perform the essential functions and physical requirements (including, but not limited to: lifting patients and/or equipment, bending, pushing/pulling, kneeling) of the job with or without reasonable accommodations

Competencies:

• Satisfactorily complete competency requirements for this position.

Responsibilities of all employees:

• Represent the Company professionally at all times through care delivered and/or services provided to all clients.
• Comply with all state, federal and local government regulations, maintaining a strong position against fraud and abuse.
• Comply with Company policies, procedures and standard practices.
• Observe the Company’s health, safety and security practices.
• Maintain the confidentiality of patients, families, colleagues and other sensitive situations within the Company.
• Use resources in a fiscally responsible manner.
• Promote the Company through participation in community and professional organizations.
• Participate proactively in improving performance at the organizational, departmental and individual levels.
• Improve own professional knowledge and skill level.
• Advance electronic media skills.
• Support Company research and educational activities.
• Share expertise with coworkers both formally and informally.
• Participate in Quality Assessment and Performance Improvement activities as appropriate for the position.

Job Responsibilities:

• Triages phone calls and ensures that callers’ needs are met efficiently using excellent customer service skills.
• Provides telephone advice and education for patient needs.
• Responsible for the timely, courteous, and effective handling of all telephone inquiries related to Chapters Health System’s services. Positively promotes and clearly explains benefits of Chapters Health System’s services. Clients include current and prospective patients, friends, or family members, Powers of Attorney, care providers, physicians, nursing staff, nursing homes and Assisted Living Facilities (ALFs), hospital staff, and others, as appropriate.
• Gathers necessary information and required documentation from appropriate sources to ensure complete, current, and accurate documentation of patient information and data.
• Accurately enters data into information tracking systems, including entering and tracking patient referral file in electronic medical record (EMR).
• Provides reassurance on the phone to patients and families. Assists in finding solutions to their questions and/or recognizes the need for an in person visit. Coordinates in person visit when needed/or requested.
• Assists the patient and family to achieve the desired comfort levels.
• Utilizes appropriate support/expert resources or personnel to resolve complex or difficult situations.
• Documents patient/family contact information in the EMR and communicates with the Interdisciplinary Group (IDG).
• Triage RN’s who experience technical issues not caused by the company equipment or network (i.e. offsite power outage, personal internet outage) are required to report the situation to leadership immediately, and have 30 minutes to resolve the technical issue. If the issue cannot be resolved in 30 minutes, RN may be required to report to a IPU or Resource Center based on leadership direction.
• During times of emergencies (i.e. Hurricanes, etc.), the Triage RN may be required to report to work at a location designated by the company, to ensure continuity of services. This may include reporting to work ahead of your scheduled date/time due to planned lock down of unit, and staying overnight(s) based on duration of emergency.
• Performs other duties as assigned.

This position requires consent to drug and/or alcohol testing after a conditional offer of employment is made, as well as on-going compliance with the Drug-Free Workplace Policy.