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Telephone Triage Advice Nurse

Company: Kaiser Permanente
Location: Silver Spring
Posted on: November 7, 2018

Job Description:

We are looking for Advice Nurses to work in Kaiser Permanente's Clinical Call Center environment which operates 24/7. The Advice Nurse is a telephone triage position which allows the patient to be assessed based on symptoms using evidenced based medicine protocols. There is no "hands-on" interaction with the members in this position. Advice nurses are responsible for documenting via Nurse Triage (Epic application) and providing specified diagnostic results to members. Responsible to collaborate with on-site physicians, on-call physicians, HCT, pharmacists, and/or Nurse Practitioner as necessary to facilitate member care. Essential Functions: --- Receives and processes telephone calls from Health Plan members requiring medical advice or general information by: Assesses the patient' s problem utilizing established protocols and interaction with provider on-site or on-call. Makes appropriate recommendations to include advice, appointments per protocol, or direction from physician. Appropriately documents calls received with adherence to inter-regional documentation. Acts as an extension of the health care team to meet member needs. --- Assists members in empathetic, efficient manner to determine best course of action to resolve issue. --- Meets regional standards set by call center management to achieve optimal member satisfaction such as phone access and service standards. Be receptive to constructive feedback by supervisors and/or QI to better serve members. --- Contributes to the development of protocols, procedures, patient education, and training, as assigned. Participates in peer review, quality assurance, and other committees' functions. --- Demonstrates ability to make quick decisions, based on sound base of critical thinking skills/guidelines by protocols. --- Demonstrate ability to interact with a variety of levels of staff to provide good customer service to internal customers. --- Performs other related duties as directed. We offer flexible work schedules, scheduled meal and rest breaks, opportunities for upward mobility, and evening and weekend shift differentials. Benefits include a retirement savings, medical, dental, vision, child care and tuition reimbursement.

Keywords: Kaiser Permanente, Silver Spring , Telephone Triage Advice Nurse, Healthcare , Silver Spring, Maryland

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