Job Description

We are an equal opportunity employer and we will consider candidates with criminal histories.

The Call Center Triage RN will demonstrate Christ-like behavior and attitude in all job duties and responsibilities, as well as adhering to policies, procedures, standards and regulations of the RN license and LACHC as an organization. The RN works with the care teams and functions as a service provider, educator, coordinator, advocate and facilitator of health and health services for individuals and groups. The RN works to improve the quality of patient care through ongoing communication and collaboration with the multidisciplinary care team. All duties must be performed in a manner displaying LACHC’s holistic approach to treatment and to contextualize all treatment, education and counsel in the Judeo-Christian view of man and woman as being made in the image of God and possessing spirit, soul and body; emphasizing the necessity of health and wholeness in all three areas. ESSENTIAL DUTIES AND RESPONSIBILITIES: Including but not limited to the following: • Recognize that the RN role is one of leadership and involves mentoring with patients and staff. • Utilize nursing process and provide professional nursing care in a telephonic setting. • As a member of the care team, provides basic medical case management to patients. This includes on an as needed basis: communicating with patients or families, helping execute a care plan, reconciling patient medications, providing interventions as appropriate, and helping with clinical follow up to ensure patient self-management or self-care goals are being addressed. • Understands how role fits into a Patient Centered Medical Home model of care • Call Center RN will work in conjunction with the Call Center Staff and supervisor to represent LACHC well through managing incoming calls to promote a positive care experience for patients, family, and external networks (such as doctor’s offices, hospitals, etc.) • Perform triage on patients telephonically that request same day or urgent appointments, providing appropriate recommendations based on urgency (refer to Call Center and Nurse Triage Protocols) • Participates in patient follow-up activities as directed by providers for normal and abnormal laboratory, DI or specialty consult results. Interacts with patient by phone, text, letter or email/portal. • Receives and processes incoming calls per policy related to critical lab and DI results • Utilize Call Center and Nurse Triage Protocols to manage incoming calls from patients. • Provide crisis intervention telephonically when required to promote safety for the patient and others. • Documents all patient interactions as deemed appropriate in the patient chart in the EMR, taking care to chart in an informative, accurate and descriptive manner that reflects the patient care provided and keeping accurate records on intervention and patient education. Documentation will be complete, prompt and according to policy. • Provide patient education and information about chronic care, disease prevention and the promotion of health maintenance. • Utilize Motivational Interviewing techniques when working with patients. • Participates in continuous quality improvement program by assisting with data collection, helping with small tests of change and other duties related to CQI. • Utilize appropriate methods for interacting with and collaborating sensitively, effectively and professionally with persons from diverse backgrounds. • Demonstrate ability to communicate with all members of the team to facilitate patient care. • Serve as an advocate for the patient. • Minister to the needs of the patients in a holistic manner, addressing needs of body, mind and spirit. • Foster and promote a culture of service excellence and accountability. • Abide by HIPAA guidelines and policies, taking care to protect patient information at all times. • Prioritize daily workload to ensure that all responsibilities are carried out in a timely manner. • Work independently and with minimal supervision. • Other duties as assigned to including special projects and administrative duties. SUPERVISORY RESPONSIBILITIES: None. QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. • Ability to make independent decisions when circumstances warrant such action. • Ability to deal tactfully with personnel, patients, visitors, government agencies and the general public. • Knowledgeable regarding nursing and medical practices and procedures, as well as laws, regulations and guidelines that pertain to community health. • Must be able to relate to and work with the ill, disabled, elderly, emotionally upset, and at times, hostile people within the facility. • Ability to demonstrate effective decision-making by assessing situations accurately, sharing fact-based information, communicating professional opinions clearly and inquiring actively. • Ability to work autonomously, taking initiative and problem solving within the scope of an RN. • Ability to manage a high volume of patients in a short span of time, while dealing with unpredictable issues. • Flexibility to perform in an ever-changing work environment with frequent interruptions. EDUCATION and/or EXPERIENCE: Diploma from an accredited nursing school. Bachelor’s degree (BSN) preferred. One year community or ambulatory health experience required. Experience in case management preferred. LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. Bilingual (English and Medical Spanish) a plus. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as medication doses, proportions, percentages, area, circumference, and volume as well as others as appropriate. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. CERTIFICATES, LICENSES, REGISTRATIONS: Current, unencumbered, active California license to practice as an RN; CPR certificate. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and /or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. While performing the duties of this job, the employee will be exposed to carriers of contagious diseases. The employee may have to deal with irate and irrational clients who may or may not be under the influence of mind-altering substances such as cocaine, marijuana, alcohol, etc. I