RN - First Call Outpatient Care Management. Kankakee LilyLifestyle

Nurse-Triage Support Position

This position provides nurse-triage support to nursing facilities and providers with a focus on operational efficiency and clinical quality. Supports clinical and operational best-practice for the nursing home practice and midlevel in home visits. Utilizes established guidelines for supporting nursing facilities and communicating with providers. Provides support to Carle Health Peoria providers related to prescription telephone calls and provides assistance, as needed.

Demonstrates effective and timely communication skills, conflict resolution skills, decision making, and problem-solving skills.

• Asks questions according to the correct format specified in guidelines, resources, and standing orders
• Utilizes approved guidelines and protocols to provide advice to callers regarding health advice, directing them to the level of care necessary for the situation.
• Provides support to Carle Health Peoria providers related to prescription telephone calls and provides assistance, as needed
• Answers questions from the general public regarding services of the organization utilizing information available in resources in the department
• Utilizes approved guidelines and protocols to provide advice to callers regarding health advice, directing them to the level of care necessary for the situation
• Contacts physician on-call for unusual or complex situations for guidance, if the physician/provider is a participant in First Call program
• Contacts physician/provider on-call if caller verbalizes desire to speak to provider regarding prescription refill
• Ensures follow up of phone triaged calls
• Provides nurse triage support for providers in the nursing home practice
• Utilizes hospital approved abbreviations
• Uses First Call tools (policies, procedures, guidelines) effectively
• Utilizes remote access process effectively and efficiently (if applicable)
• Maintains expert knowledge in the use of EPIC, Jabber, Infinity, and other applications used by First Call
• Utilizes EPIC and other online resources to access patient records and check for medical history, allergies and prescription information
• Completes documentation including pertinent assessment data, medications, allergies, and pertinent medical history, as appropriate
• Provides timely follow up information to providers in the nursing home practice and midlevel in home visits per established process
• Documents contact with other health care professionals such as pharmacists, physicians, advanced practice nurses, nurses, etc.
• Documents inquiries to First Call in EPIC
• Completes accurate and timely data collection related to First Call process
• Supports provider follow up billable services process with appropriate hand off of information and scheduling functions, as appropriate. Ensure provider NH visits are scheduled based on guidelines available in the department
• Assists with referral management process as deemed appropriate by the First Call Lead or Manager
• Serves as resource for nursing facility staff to mentor facilities in appropriate use of nurse triage resources and supports the use and documentation of standing orders, if applicable, to partner facilities
• Supports midlevel in home visit scheduling and chart preparation processes
• Completes follow-up calls to patients as needed and other disease management/population health services for the organization
• Administers nursing home coverage, prescription refill, web scheduling, chat rooms, secondary referral, and call backs processes (as applicable)
• Addresses issues promptly
• Identifies opportunities to improve First Call processes and performance
• Maintains working knowledge of existing hospital and physician practice policies and procedures Takes direction from team members and assists in various jobs on projects as assigned
• Demonstrates and promotes the standard processes
• Answers questions in a timely manner
• Demonstrates ability to help/assist with problems, ensuring positive outcomes
• Demonstrates willingness to help others, be patient, to share knowledge
• Listens intently to users and takes good ideas back for consideration to improve processes
• Organizes and completes assignments independently
• Delivers work on…