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Call Center Triage RN

Goleta, CA


Hiring Company

Santa Barbara Neighborhood Clinics

Positions Available

Full Time

Apply now

Position Description

The Care Management position provides nurse triage services and health advice for SBNC patients in person, over the phone and via the patient portal. This position is an integral part of the Patient Centered Medical Home (PCMH). The RN will support chronic disease management efforts to support optimal patient outcomes.

 Elicits history of present illness and pertinent past medical history to formulate nursing assessment and plan for phone triage
 Uses protocol, clinical judgment, and experience to designate an appropriate disposition for patients calling in for medical advice that might include home care advice, office appointment, urgent care or Emergency Department Evaluation
 Documents subjective and objective information as well as a patient plan for each phone triage
 Coordinates follow-up care for patients with recent Emergency Department visits or hospitalizations
 Sends medication refills per clinic protocol
 Reviews and follows up on Emergency Department and Hospital discharge summaries to facilitate coordination of transition to home
 Utilizes health coaching skills and encourages patient activation and self-management
 Maintains accurate charting and registry of all patients served under case management
 Help patients manage medications accurately and safely. RN is authorized to remove and update
medications with Provider input.
 Participates in intensive outpatient case management of medically or psychosocially complex patients;
visits may take place within the home.
 Provides health education and formulates care plans for patients and families; and support with chronic illness e.g. diabetes, asthma, heart failure, obesity, etc.
Panel management is an organized, population-based, data driven multi disciplinary team approach to quality patient care
 Utilizes a disease registry to identify patients’ unmet care needs, to gather summary information for care interventions, and to communicate with patients
 Uses health coaching techniques and standing orders along with patient outreach and community resources to improve patient engagement and ultimately improve patient outcomes.
 Designs, run and reviews patient reports for improved opportunities in care.
 Works as a team with other clinic staff to develop, maintain, and revise workflows to support improvements in missed care opportunities.
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and requirements. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or it is a logical assignment to the position. The employee is expected to perform other duties necessary for the effective operation of the department.
Qualifications: Current CA RN License in good standing
Current AHA CPR Certification
Bilingual in English/Spanish
Education: Associate or BA/BS Degree
Experience: Five (plus) years of direct patient case experience; community health and/or triage
Desired Skills and Abilities: Make quick and accurate assessments
Write accurate and complete documentation
Excellent Communication skills (written and verbal)
Strong Critical-thinking skills
Good history-taking skills
Excellent Interpersonal communication
Strong enthusiasm and willingness to pitch in whenever needed
Good organizational skills
Functions well in a high-stress environment
Physical Demands: May be required to lift objects weighing up to 25 pounds. Sitting in normal seated position for extended periods of time. Reaching by extending hand(s) or arm(s) in any direction. Finger dexterity required to manipulate objects with fingers rather than whole hand(s) or arm(s), for example using a keyboard.
The physical demands described above are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job unless providing such accommodations would result in undue hardship for the SBNC.

Apply now

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