Call Center Nurse

Job Duties & Responsibilities:

Participate in the screening of people requesting services.

• Identify potential care needs that require nursing review.

  • Clinical disease management

  • Specific profiles (older adults, cognitive/developmental delays, etc.)

  • Medical equipment

  • Ongoing therapy needs

  • Eating Disorders

  • Addictions

  • Medical Condition(s)​

• Assure that care screenings, stabilization, and transfers from admissions are delivered according to Emergency Medical Treatment and Labor Act (EMTALA) and associated regulatory requirements.

• Provide clinical resources to admission staff

Plan appropriately for a patient to access care

• Collaborate and communicate with intake team members, unit/program team members, and medical staff to plan for incoming admissions. This could include but is not limited to:

  • Review of medical records

  • Participating in pre-admission special staffings

  • Coordinate and Support transfers from one facility to Rogers (including ER transfers and admitted patients) by working through complex medical situations, completing timely nurse to nurse reviews and collaborating with our medical team for accommodation of admission

  • Communicate directly with patient/family for care coordination needs

Act as an advocate for patients.

• Ensure patients are well-informed of their treatment options available to them and assist them with obtaining access to support their well-being

• Provide the patient with clear information while remaining sensitive to individual patient/family stressors.

• Act as a patient advocate, use knowledge of patient rights and responsibilities, and protect patient’s privacy and confidentiality.

• Engage in case management type tasks to follow cases through to becoming eligible for admission into a Rogers program.

Complete other admission procedures as needed within the department which could include working knowledge of insurance, bed status, program availability, callbacks with recommendations, and all other duties as assigned within scope of practice.

Be aware of census and program availability throughout the system.

• Have working knowledge of the levels of care and programs offered throughout the system

• Understand program-specific admission criteria.

• Help with census management

  • Assist with a review of clinical declines as needed.

  • Assist with gaining access to care within the system based on program availability

  • Assist with bed assignment and interface with unit re: physician assignments or bed/room changes, no roommate orders, etc.

Adhere to the Nursing department and Hospital’s standards of nursing practice and standards of patient care.

• Participate in continuing education and in-service programs to increase clinical competence and to meet professional needs and goals.

• Attend 100% of required in-services, as scheduled.

Carry out nursing functions related to patient access to care, staff operations, and department organization.

• Contribute to Nursing and Hospital functions through active participation on committees and attendance at designated meetings.

• Serve as a role model for peers and as a mentor for team members in admissions department. Ensure effective use of communication, teaching and leadership skills.

Participate in projects, tasks and continuing education opportunities to improve professional skills and unit/department systems.

• Develop goals and objectives for professional growth and discuss ways to achieve them with Patient Access supervisor

• Take initiative to develop professional skills through continuing education.

• Discuss, on a regular basis, progress toward work improvement goals with Patient Access supervisor

• Seek out projects and/or extra tasks to complete, based upon the needs of the department or the immediate shift.

Promote department goals as well as the mission of the hospital.

• Communicate goals to fellow staff members.

• Demonstrate measurable goal achievement.

• Maintain department policies and procedures.

• Include requirements and guidelines from external agencies (i.e., JCAHO, state).

• Educate new staff regarding regulations or requirements of those functions that relate to their areas or departments, as directed.

• Demonstrate acceptance and training of student interns in the department, as directed.

Demonstrate understanding of JCAHO and other regulatory agency compliance regulations.

• Involve self in the learning and application of standards relevant to the marketing department.

• Participate in inservices, seminars and other meetings to increase involvement and awareness of regulations.

• Involve self in the education of other disciplines regarding the marketing department’s regulations.

Conduct self in a professional manner.

• Demonstrate organizational skills that promote timely response to all inquiries and to task completion.

• Communicate with all individuals in a positive and professional manner.

• Attempt to resolve individual issues with peers in a positive, calm manner, with a focus on solution.

• Communicate concerns and provide solutions for same.

• Attend outside seminars to promote professional growth.

• Demonstrate a positive and professional attitude toward parties outside the hospital (patient families, visitors, vendors, etc.)

• Comply with the Hospital’s policies and procedures, including Human Resources, Infection Control, and Employee Health policies and programs.

• Use courteous, cooperative, and respectful behavior when working with patients, families, physicians, visitors, and Hospital employees.

• Demonstrate a working knowledge of Hospital/department policies and procedures.

• Demonstrate consistent acceptance of professional accountability for own practice shown by follow-through on patient and organizational concerns.

• Support changes in staffing/scheduling when unit and Hospital patient care needs require.

  • Accept reassignment in a positive manner.

  • Demonstrate willingness to adjust work schedule, when able, to meet patient’s needs.

• Recognize need for support, week appropriate assistance when needed, and offer assistance to peers.

• Project a professional image by wearing appropriate, professional attire.