Job Description

Position Summary

Department: Telecare Shift: Varies / Variable Full time (Must be willing to work weekends)

Location: Remote

Title: RN, Telecare Nurse Triage

At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.

ORLANDO HEALTH - BENEFITS & PERKS:

All Inclusive Benefits (start day one)

• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Forbes Recognizes Orlando Health as a Best-In-State Employer

• Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued.

Employee-centric

• Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare

A Brief Overview:

The Registered Nurse (RN) TeleCare Nurse Triage is responsible for handling high-volume after-hours patient care concerns and coordination using Evidence-Based Practice Standards. The TeleCare Nurse Triage RN practices effective problem identification, resolution, and/or escalation while addressing urgent patient clinical inquiries for Orlando Health and non-Orlando Health patients. This position includes flexible work arrangement of work from home.

Qualifications

Education/Training:

• For Team Members hired into this job prior to January 1, 2020: Graduate of an approved school of nursing.
• Effective January 1, 2020: New Hires and Team Members moved into this job and/or transferring Depts. must obtain a Bachelor of Science in Nursing degree (BSN) within 36 months of placement.
• Based on area of assignment, specialty courses and specialty experience may be required. Must meet unit-specific performance competencies.

Licensure/Certification

• Maintains current RN license in the State of Florida.
• Maintains Multistate Nursing License and is obtained within first 90 days of hire.
• Ambulatory Care Nursing Certification (AMB-BC) completion required within 36 months of hire.
• Maintains current BLS/Healthcare Provider certification.

Experience

• Three (3) years of clinical experience in area of specialty or five (5) years of clinical experience when covering multiple specialties/service lines.
• Experience with Epic EMR and Schmitt-Thompson protocols preferred.
• Bilingual skills are not required but are preferred.

Responsibilities

Essential Functions:

• Under the general supervision of the TeleCare shift supervisor, the RN will be responsible for after-hours patient triaging, outbound and inbound communication through phone calls, text, video, electronic messages, or digital communication assistant assisting with nurse case management, nursing assessments, collaboration with providers, and other departments providing quality patient care in compliance with local, state, and federal regulations.
• Applies nursing knowledge and critical thinking skills necessary to provide developmental, cultural, and age-appropriate evidence-based care.
• Accurately assesses each patient’s condition by actively listening to callers and asking probative questions.
• Recognizes a change in patient status directing them to the appropriate care setting including, but not limited to, emergency rooms (ERs), urgent care centers, home care advice, schedule patients to their physician during office hours, or communicate information to the physician on call as needed.
• Develops, coordinates implementation of, and evaluates a plan of care for each call presented using Schmitt-Thompson protocols.
• Provides appropriate and courteous advice including plan of care and patient education to callers providing the highest level of quality care and customer service.
• Places outbound outreach follow-up calls, texts, or electronic messages to patients and caregivers as assigned for symptom management and care coordination.
• Appropriately and accurately documents initial and ongoing patient interactions, with documentation being completed immediately after the interaction.
• Acts, when designated, in “Ask a Nurse” capacity, handling routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”
• Refills prescriptions following Orlando Health policy and provider requirements.
• Assists with scheduling patients in a same day/next day appointment spot when indicated by disposition and level of care indicated.
• Meets unit expectations for call volumes, call duration, quality, safety, and customer service.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Performs all other duties as assigned.

Other Related Functions

• Appropriately utilizes and maintains supplied equipment; troubleshoots tech issues to ensure uninterrupted service to patients.
• Serves as a clinical resource and professional role model for other nursing staff.
• Participates in medical chart reviews and compiles data for audits and reports.
• Participates in performance improvement activities as assigned.
• Cross-trained to support remote patient monitoring (RPM), including monitoring out-of-range biometric values and coordinating appropriate clinical interventions.
• Provides operational support for enterprise pilot programs as assigned, contributing to the evaluation and integration of innovative telehealth models.
• Performs all other duties as assigned.