Lead Telephone Advice Nurse (RN), Navigation Center - Full-Time/Variable
MemorialCare Health System
Location: Fountain Valley, California
Internal Number: MEM006335
Purpose Statement / Position Summary
To be the first reliable point of contact for Patients, Families and Providers. Providing the Simply Better MemorialCare Experience in every interaction with guests and colleagues.
Essential Functions and Responsibilities of the Job
Maintains working knowledge of the job functions of telephone advice nurse.
Maintains working knowledge of medication refill protocol.
Assess and prioritize incoming calls.
Act as a resource to other departments.
Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement over the phone, email, and chat.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communicates between the Manager, Staff, and other departments to resolve issues.
Acts as a resource and provides support for all staff.
Strong organizational skills.
Must be able to multi-task and maintain calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge and ability to schedule reservations for patients/family.
Knowledge of report building and presenting to Leadership Team.
Be at work and be on time and available to lead a dynamic team that supports a 24x7 operation.
Follow company policies, procedures and directives.
Interact in a positive and constructive manner.
Prioritize and multitask.
Essential Job Outcomes
Maintains working knowledge of the job functions of telephone advice nurse positions within the department and:
Assist in maintaining workload for any position that becomes open, reviewing applicants, scheduling and participating in the interview process.
Participate in creating the department’s monthly schedule.
Notify Supervisor of vacation dates/absences. Cover in the absence of staff.
Meet with the Supervisor to plan changes or additions to workflow.
Assist the Supervisor in the preparation of reviews of department staff.
Assess and prioritize incoming calls. Initiates first responders when the patient’s condition warrants. Provide patient with advice, appropriate education and/or resources while adhering to authorized protocols. Provide home care and teaching suggestions that adhere to physician guidelines.
Act as a resource to other departments (i.e. HBAT Nurses, MCMG offices, Urgent Care staff, etc.) Acts as a liaison between patient and physician/organization. Communicates with all parties via EMR. Hands off any incomplete or ongoing patient issue with next shift.
Document clearly and concisely all incoming and outgoing calls per approved procedure in Patients Electronic Medical Record (EMR) within Epic.
Perform quality assurance review for all staff on w weekly/monthly basis. This includes reviewing phone calls as well as documentation.
Compile, suggest and review department metrics, identifying areas of opportunities with staff.
Make urgent/non-urgent appointments as indicated/approved per scheduling guidelines.
Update/create training materials/standard work as needed. Orient, train and provide support to new and existing staff.
Perform any additional/miscellaneous duties (not inclusive of job description) as requested by the management team within the scope of knowledge/ability.