Registered Nurse Telephone Care - Manning - Care Management

JOB PURPOSE: The Registered Nurse (Telephone Care) (RNTC) serves as part of the team providing quality healthcare to El Rio Health patients. The RNTC promotes the mission and vision of El Rio Health through collaborative interdisciplinary teamwork to provide high quality nursing care, patient safety and care management in order to optimize health and minimize the use of tertiary care services.

The RNTC provides patient care, both clinical and nonclinical, within the scope of practice for a Registered Nurse under the Arizona State Board of Nursing and policies and procedures set by El Rio Health Center applying the nursing process. The RNTC, collaborating with the physicians and interdisciplinary team members, provides physical and psychological support to patients and their families. The RNTC routinely works independently and with minimal supervision or review from the Manager (Care Coordination) at an assigned work site, which may, or may not, be onsite at an El Rio Health facility. For any work, problems involving departures or deviations from scope of practice, standard policies, interpretations, or procedures the RNTC will consult with the supervisor and/or assigned Provider for direction or a resolution. In all other cases the RNTC will normally be making independent decisions and developing solutions and resolutions to problems, issues, or situations that arise within the assigned areas of responsibility

Essential Job Functions:

• Ability to perform and/or complete all clinical and non-clinical assigned duties, tasks, responsibilities, and assignments for a Registered Nurse within reasonable time frames while meeting established rates of performance for the position, ensuring the highest standards of excellence and the lowest of error rates in your work performance.
• Maintains proficient skill levels that meet defined performance expectations for a Registered Nurse, as evidenced by successful completion of competency skills evaluations for this position on an annual basis.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures to include, but not limited to work areas, workstations, examination rooms, hand washing, infection control etc. as required for a Registered Nurse.
• Maintains patient confidentiality by controlling the environment and information being disclosed to authorized individuals ensuring HIPAA and corporate compliance requirements at all times.
• Maintains a clean, safe, and hygienic work environment in compliance with all Policies and Procedures including but not limited to work areas, workstations, examination rooms, hand washing, infection prevention and control etc. for this position
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards.
• Understands and complies with all organizational Code of Conduct standards, Policies and Procedures, Standing Orders, and Service Excellence requirements at all times with all patients, visitors, and employees.
• Ensures a work environment safe and free from hazards; immediately addresses or informs management of safety issues or hazards; adheres to Health and Safety Policies and Procedures; participates in all safety programs, which may include assignment to an emergency response team.
• Telephonically triages patients through incoming phone calls, properly determining the need for healthcare services for the patient using appropriate assessment guidelines for adult and pediatric patients. Communicates and instructs on any first aid needed until responding emergency services arrives.
• Ability to properly triage and identify high-risk callers in order to properly schedule and coordinate appropriate medical care.
• Utilizes the nursing process according to the Nurse Practice Act of Arizona and the Standards of Professional Performance of the American Academy of Ambulatory Care Nursing (AAACN).
• Completes all of the steps and actions that are defined in the Patient Intake Process prior to the patient seeing a provider. These steps include accurately documenting all of the information, patient responses to inquiries, and RNTC actions into the patient’s Electronic Health Record (EHR).
• Seeks collaboration with medical providers, as well as other interdisciplinary team members appropriately to optimize patient health.
• Develops and utilizes appropriate patient recall protocols with both EPM and EMR software systems based upon evidenced based guidelines and risk stratification.
• Monitors EMR tasks and messages to assure timely management and response to patient/family and provider concerns and requests.
• Assesses patient learning needs and provides appropriate patient education.
• Explains medical and health terms appropriately for individual cultural, linguistic and literacy capacity.
• Provides information regarding prescribed medications and therapies, utilizing appropriate interdisciplinary team consultations.
• Completes all administrative and non-clerical activities, which are received through the EL Rio Health EHR system and/or the Patient Portal in support of clinical operations, completing all required documentation on these activities.
• Demonstrates at all times a professional attitude and acceptable job performance for all clinical and non-clinical duties, tasks, responsibilities, and assignments for this position at any clinic location or assignment that supports the operational needs of El Rio Health and as assigned by organizational leadership.
• Evaluates problems, situations, or issues presented to the employee (whether in a clinical or non-clinical environment) for priority needs, resolving the problem effectively and in a timely manner using critical-thinking and problem-solving skills appropriate to the position and authority for a RNTC.
• Demonstrates an understanding of and proficiency with the application of all compliance and reporting requirements respective to Joint Commission Certification (JCC) standards for a RNTC.

Minimum Education and Experience:

• A Degree or Diploma as a Registered Nurse from an accredited school of nursing, college, or university.
• Two (2) years’ experience with telehealth and telephonic nurse triage. One (1) year experience with hands-on patient care nursing, either in a hospital or clinic setting.

If applicable, equivalent combination of education and experience may be considered, and must be directly related to the functions and responsibilities of the job.

Required Licenses, Certifications, and Registrations:

• Current Registered Nurse license in good standing from the  Arizona Board of Nursing 
• Current certification in Basic Life Support (BLS) for health care providers
• Level I fingerprint clearance card: current valid and in good standing or have applied for it within seven working days after beginning employment
• Employees in this position are required to have reliable transportation that can meet any operational reassignments of the organization during the workday. If an employee is driving during work hours, the employee is required to possess a valid driver’s license and must comply with Arizona vehicle insurance requirements

Preferred Education, Experience, Skills, Abilities:

• Three (3) years’ experience with hands-on patient care nursing, either in a hospital or clinic setting.
• Previous nursing experience in: Emergency Department, Critical Care, Intensive Care Unit, or Medical Surgical environments.

• Certification in any, or all, of the following areas, Neonatal Resuscitation Program (NRP), Advanced Cardiovascular Life Support (ACLS), o Pediatric Advanced Life Support (PALS).
•  Bilingual (English/Spanish) with the ability to speak, read and write in both languages.

El Rio Health is a diverse and inclusive organization. We are invested in helping you and your family Create Tomorrow.

 Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 El Rio Health does not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age 40 and over, disability, genetic information, military status, ancestry, marital status, familial status, or any other status protected by law or regulation. It is our intention that all qualified applicants be given equal opportunity and that selection decisions are based on job-related factors.

 El Rio Health requires all employees (except those 100% working remotely) to have a Level One Fingerprint Clearance card. A.R.S. 36.425.03. If the prospective employee does not possess this prior to hire, fingerprint application must be completed within 7 days post hire.

 All employees are strongly recommended to obtain COVID 19 and maintain vaccination status (i.e. as recommended by CDC and/or other public health agencies) to include an Influenza vaccination. Personnel who decline to receive COVID 19 and/or flu vaccination per most recent CDC recommendations will be recommended to wear a facemask while in an El Rio Health facility, including both clinical and non-clinical areas from November 1 to April 30 (subject to change depending on viral activity). Subject to exemptions and accommodations when required by law.

 All employees are required to undergo drug testing prior to employment and, will be subject to post-accident, reasonable suspicion, return to duty and follow up drug and alcohol testing in compliance with Federal and State regulations for alcohol and controlled substance testing. Employees in positions holding responsibility for the safety and welfare of others will also be classified as safety sensitive.

 El Rio Health is a non-profit 501(c)(3) Federally Qualified Health Center (FQHC) and abides by all applicable federal Drug-Free Workplace standards. El Rio Health is an equal opportunity employer.