RN Office Based Telephone Triage | Full Time

Under the direction of the Triage/On-call supervisor the Telephone Triage RN responds to patient and/or care giver needs via the telephone. The RN prioritizes and responds to calls received, in a timely manner. S/he incorporates nursing skills and appropriate questions to accurately evaluate problems/needs and instruct the patient/care giver in accordance with the plan of care. Schedules may vary based on position.

Position Details

Work Location: In-office position located at 4266 Sunbeam Road, Jacksonville FL. No work from home at this time.

Days/Typical Work Shift Schedule: Full-time, 40 hours a week

Monday-Friday: 3:00pm-11:00pm

Weekends: Possible alternating weekends

Compensation: $35.00 - $37.00 hour base rate; plus any additional shift differential pay.

Job Responsibilities: Performs skilled nursing activities such as:

Actively receive and process incoming calls for all lines of healthcare businesses.

Incorporates nursing skills, communication skills, and emotional intelligence to effectively assess problems/needs.

Completes telephonic or virtual assessment of patient for effective symptom management.

Collaborates with patient, family/caregiver, and practitioner regarding goals of care and changes in treatment plan.

Provides information and education regarding disease progression and anticipated needs at end of life.

Provides instruction to the patient/care giver in accordance with the plan of care or changes in plan of care.

Provides appropriate emotional support during all conversations with patients/caregivers.

Conducts follow up and collaboration calls as needs arise or as requested by the team.

Communicates and coordinates as follows:

Provides change of status updates to supervisor (such as ER visit disposition or death) per protocol.

Call physician or APRN as necessary for change in plan of care.

Collaborate with supervisor or Interdisciplinary Group (IDG) team to determine appropriate discipline to respond to call and/or visit need.

Arranges for medications and supplies based on urgency, per policy.

Communicates with staff, physicians, community resources, and vendors providing accurate information regarding patient’s needs/problems.

Documents all phone call encounters with patients/caregivers in the Electronic Medical Records system (EMR) in a timely manner per CHPC protocol.

Leaves accurate and detailed report, per protocol, to IDG team members, after all calls including death calls, per protocol.

Participates in total agency program:

Promotes agency image within the community; displays courtesy, tact, and patience within the organization and during community interactions.

Demonstrates appropriate dress and grooming; maintains a good attendance record; notifies agency of absences according to policy.

Uses chain of command for problem solving; attends staff meetings on a regular basis.

Uses supplies and equipment appropriately in a cost-effective manner.

Keeps neat and legible written documentation.

Participates in agency quality assurance and complies with Compliance Program.

Other duties as assigned

Required Licenses/Certifications

RN State of Florida Nursing license, current

Drivers license State of Florida, with a driving record acceptable to Community Hospice insurance carrier.

Education/Experience: Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

Bachelor’s Degree in Nursing, Associates Nursing Degree or degree from a diploma nursing program

Acute care setting, oncology, home health setting, and/or hospice experience desired, two years minimum preferred

Principles and practices of nursing.