Job Description

MAIN FUNCTION:

Acts as an information resource to Arnot Health patients, clients and others. Uses nursing skills to do telephone triage and employs clinical evaluation skills to answer requests for health information, treatment plans, physician referrals, service referrals, self-care and related topics. Registers patients and customers for Arnot Health programs. Performs research and analyses and writes reports to assist in the development of patient surveillance and plans. Makes direct personal contact with clients and patients of the Arnot Health to promote and increase utilization of Arnot Health services. Reports to the Health on Demand Manager as assigned by the Planning and Marketing Sr. Vice President.

DUTIES AND RESPONSIBILITIES:

• Should have reliable clinical and assessment skills to effectively advise callers with health-related questions and problems by developing, implementing and evaluating nursing care as part of the interdisciplinary plan of care. This includes age-appropriate care to neonate, infant, children, adolescent, adult and geriatric patients.

• Should be knowledgeable in nursing or Arnot Health practice principles, protocol, and familiar with Arnot Health services preferred.

• Must have good listening, verbal and writing skills, ability to communicate well with the general public, a customer-service orientation and ability to resolve consumer complaints.

• Identifies health-related tasks and circumstances on a case-by-case basis which cannot be assigned to unlicensed personnel.

• Verifies and oversees the preparation and competence of unlicensed personnel.

• Recognizes that inappropriate utilization of unlicensed assistive personnel to perform professional nursing responsibilities is illegal, impedes quality of care and places patients and practitioners in positions of potential jeopardy.

• Diagnoses and treats human responses to actual or potential health problems through such services as case finding, health teaching, health counseling and provision of care supportive to or restorative of life and wellbeing.

• Must be licensed in both Pennsylvania and New York State as a Registered Professional Nurse to deliver telephone triage in that state.

• Provides telephone triage to recommend treatment options and plans to ill or injured callers.

• Operates and utilizes the Health Information and protocol software system daily to assign referral steps for incoming patients.

• Must have good listening, verbal and writing skills ability to communicate well with the general public, a customer-service orientation and ability to direct consumer complaints.

• Participates in direct in and out-bound campaigns and surveys on health-related topics and services.

• Responds to direct consumer requests and provides information on health-related topics and services.

• Keeps abreast of current health care issues, to serve as a health information resource for community health screen participants.

• Provides program appropriate Telehealth care to chronic disease management patients.

• Is responsible for attending all annual mandatory educational programs as required by position.

• Employee understands and demonstrates the importance of satisfying the needs of the customer/patient by interacting with him/her in a friendly and caring way, being attentive to the customer’s needs, both psychologically and physically, and by taking the initiative to maintain communication with the customer in order to provide a secure and pleasant experience with the Arnot Health

• It is understood that this job description lists typical duties for the classification and is not to be considered inclusive of all duties, which may be assigned.

  EDUCATION:

  RN with current NYS licensure.

  EXPERIENCE:

  Three years’ experience in hospital or healthcare setting, patient care, ambulatory or medical practice experience considered. Must be computer literate, moderate typing skills required.

  CARDIOPULMONARY RESUSCITATION (CPR) REQUIREMENTS:

  Not required

  PHYSICAL DEMANDS:

  Typical professional office. Some work activity will involve computer operation, telephone usage, report generation and basic typing.

  INFECTION CONTROL:

  Universal precautions as required by NYS and Arnot Health Policy for hospital employees while on site. . .

  EXPOSURE CATEGORY:

  Category III. Tasks that involve no exposure to blood, body fluids or tissues.

  ** A.D.A Essential Functions

Requirements