Telemedicine Specialist-RN (Remote Work)

Kaiser Remote
telemedicine rn remote nursing call center health patients assessment team data procedures protocols questioning
November 23, 2022
Kaiser
Imperial Beach, California
FULL_TIME
Remote (Work from Home), Must live or be willing to relocate within 75 miles of San Diego

As the leader of the health care team, provides professional nursing care, utilizin the nursing process in accordance with established standards of care, policies and procedures. Demonstrates performance consistent with the Medical Center Vision, Mission and Strategic Plan of the organization. Remains flexible to changing systems; is expected to demonstrate quality and effectiveness in work habits and clinical pracice; and treats co-workers, patients, families, and all members of the health care team with dignity and respect.

Essential Responsibilities:

  • Handles continuous inbound telephone volume.
  • Assesses and triages patients via telephone, follows.
  • Nursing protocols, identifies patient needs and appropriately advises physician of unusual circumstances/abnormal conditions.
  • Collects data related to health history, using interviewing, questioning and listening skills, and utilizes a computer system to identify pertinent information.
  • Implements care and/or initiate action in response to data indicating potential/actual risk to patients health based on age specific development.
  • Potential outcomes may include providing appropriate advice, booking an appointment, typing a message to the provider or consulting with a Call Center physician.
  • Performs patient call-backs.
  • Effectively uses computers and other technology systems to record pertinent and provider data, interactions, interventions and outcomes.
  • Acts as a patient advocate; promotes patient self-efficacy through preventative and health promotion information.
  • Demonstrates an awareness of and sensitivity to patient/family rights.
  • Handles inquiries and complaints pursuant to procedure.
  • Adheres to legal and ethical requirements and company policies and procedures.
  • Supports and demonstrates Kaiser Permanentes/Call Centers customer service philosophy and manages calls in a professional, systematic and organized manner.
  • Functions as a team member to achieve Call Center goals and objectives.
  • Maintains professionalism at all times.
  • Performs other duties as required.

Basic Qualifications:

Experience

  • KP OnCall: Minimum two (2) years recent (within the last four (4) years) Full time equivalent experience in a call center, acute care, or ambulatory setting.
  • See Reference Materials below

Education

  • Graduate from accredited School of Nursing with RN degree.

License, Certification, Registration

  • Registered Nurse License (California)

Additional Requirements:

  • Must obtain any required out of state RN licensure within six (6) months of hire.
  • Will be required to take and pass a call center simulation skills assessment.
  • Knowledge of personal computer and operating systems, software and Mainframe systems.
  • Ability to navigate between various software and Mainframe systems on a personal computer with an established operating system.
  • Must have excellent verbal, written and interpersonal communication skills, as well as demonstrated effective telephone skills.
  • Ability to perform multiple tasks and work in a fast-paced environment.
  • Must be able to work assigned shifts including weekend requirement.
  • Ability to assess and triage patients via telephone, utilizing questioning and listening skills, and ability to utilize nursing judgment and follow nursing protocols in order to implement/direct appropriate care for patient populations.
  • Ability to perform job functions independently.
  • Ability to use a computer terminal for extended periods of time and wear a telephone headset for the majority of the work shift.
  • Must have excellent customer service skills.
  • Must have excellent problem-solving capabilities.
  • REQUIRED SKILLS TESTING:
  • A Call Center simulation assessment will be conducted which will evaluate the candidates ability to navigate through the program, to perform keyboarding skills (alpha/numeric), and to multitask. This assessment is required for all internal and external candidates. The assessment may assist candidates in gaining a better understanding of computer technology and production activity related to the Advice RNs clinical role.
  • In addition, candidates may gain an enhanced understanding of the challenges of this role and of the operational needs of the Appointment and Advice Call Center.
  • OTHER: Sensitivity to workplace diversity and cultural factors.
  • Adheres to confidentiality policies.
  • Must be service-oriented and maintain the highest level of courtesy to patients, members, staff and co-workers.

Notes:

  • 4 of 5 weekdays and work every other weekend. Shifts beginning at 1000-1830

Job Schedule:
Job Category: Nursing Licensed & Nurse Practitioners

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