OverviewLocation: Multiple locations available (Joliet, Tinley Park, Naperville)
**Please note this position will start off in Downers Grove, a minimum of 4 weeks**
Hours: M-F 8:30am-5:00pm,1 Saturday per month from 8:00am-12:00pm and rotating Holidays.
Benefits:
- Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
- Employer provided life and disability insurance.
- $5,250 Tuition Reimbursement per year.
- Immediate 401(k) match.
- 40 hours paid volunteer time off.
- A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
- Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.
Reporting to the Manger of Telecare Nursing the ideal candidate will be responsible for supporting the remote clinical needs of the Providers of Duly Health and Care. Acts as an advocate for patients by answering clinical phone calls and providing telecare nursing support and advisement to direct patients to the appropriate level of care. Provides advice and education through timely responses to patient’s clinical inquiries. Acts as back-up to the onsite clinical staff for patient and clinical tasks. Performs to the level of a licensed registered nurse as dictated by the Illinois Nurse Practice Act.
Responsibilities- Handles all Telecare Triage Phone Responses (70%)
- Utilizes Physician-approved protocols for the assessment and management of a multitude of patient health concerns and symptoms via telephone interactions
- Directs patients to the appropriate level of care which may include crisis intervention, homecare recommendations, and/or scheduling appointments
- Educates patients and/or family members about diagnostic procedures, medications, nutrition, and maintenance of health and wellness according to the individualized needs of the patient
- Utilizes department approved protocols throughout all interactions to guide patient centered care
- Establishes confidence with patients by always acting as an advocate first and seeking to resolve spoken and unspoken needs in a timely, safe, and positive manner
- Acts collaboratively and proactively as a liaison between the various departments that touch their care to the benefit and satisfaction of our callers
- Strives to address all patient concerns in the first telephone interaction to support better patient experiences and outcomes
- Utilizes appropriate evidence-based resources to help further patient education and assist with all clinical inquiries
- Escalates any necessary urgent or time sensitive situations to a Physician, Physician Assistant, or Nurse Practitioner
- Maintains accurate and detailed patient records reflective of any interactions with the patients
- Collaborates with team members to handle all In-basket Tasks in a timely manner (20%)
- Reaches out to patients with Physician advisement when first call resolution was not able to be achieved
- Works to the full scope of Nursing practice and utilizes all available evidence-based resources to appropriately respond to all patient inquiries
- Discusses test results, orders follow-up testing, and provides patient education based on recommendations from the Providers
- Utilizes department protocols to process, pend, or direct refills to Providers as necessary
- Completes thorough EMR chart review with every patient interaction to ensure all patient inquiries are addressed in a timely manner
- Acts as a Clinical Resource for Staff (10%)
- Communicates effectively, professionally, and accurately at all times and through all available communication channels in a manner that displays respect and understanding
- Assists team members with questions by being an active participant in Microsoft Teams chats
- Assists with training for new staff members by being a resource both remotely and onsite as requested by Management
- Back-up the onsite clinical staff for patient and clinical tasks.
- Meets all stated metrics for department quality and productivity
- All other duties as assigned per Management discretion
Qualifications- EDUCATION AND EXPERIENCE REQUIRED
- Level of Education: Associate Degree required; Bachelor’s Degree preferred
- License / Registration / Certification: Active Illinois RN license (additional state licensure may be required) & CPR certification
- Field of Study (if applicable): Nursing
- Years of Experience: Preferred 1-2 years Nursing experience in a Healthcare setting
- KNOWLEDGE, SKILLS, AND ABILITIES (KSA)
- Knowledge of nursing
- Proficient in prioritization, communication, Epic EMR, typing skills, and Microsoft applications
- Ability to work independently, demonstrate respect and accountability in all interactions and build trust with patient’s providers and peers
- Clear understanding of HIPAA guidelines and IL Nurse Practice Act
- Strong clinical Nursing judgement
- Ability to troubleshoot minor IT issues
- Ability to speak and write professionally in business settings
- Ability to think independently and prioritize patient concerns safely
