Clinical Supervisors Contact Center, FT(variable shifts wkdays/wk at Visiting Nurse Service Of New York in New York, New York

Job Description:

Overview

Triages incoming calls from patients/families/caregivers, assesses their needs, gives appropriate clinical recommendations and facilitates client to appropriate level of care or resources to ensure continuity of care to after normal operating hours. Ensures proper documentation of patient's needs, significant events, plan of care and other issues that arise. Communicates and coordinates care of client when regional centers are closed. Works under general supervision.

• Collects and compiles necessary medical and social information and utilizes clinical expertise, VNSNY policies and procedures and approved guidelines to assess the physical, social and psychological needs of patients calling the Contact Center after hours. Provides support and direction to patient, families and caregivers in accordance with the patient's Interdisciplinary Plan of Care.


• Utilizes assessment data, clinical expertise, VNSNY policies and procedures and approved guidelines to provide appropriate care advice and direct caller to appropriate disposition during telephone encounter. Refers inquiries to an appropriate resource or level of care, as appropriate.


• Utilizes an automated set of clinical protocols, which guides the telephone interaction through a highly focused assessment and prompt disposition of the caller's problem.


• Documents telephone encounter at time of call, including details of the situation, and outcome. Documents all inquiries for medical and statistical purposes and follows up with appropriate program to ensure individual patient situations requiring supervisory attention are met.


• Coordinates after hours care of patients by contacting field staff, MD's, patients, family members, contacts and/or vendors to ensure continuity of care after hours. Provides report on significant events, plan of care changes and other patient/caregiver issues requiring further action and/or follow-up to respective team.


• Participates in interdisciplinary team meetings and management meetings; serves on relevant committees for the purpose of information exchange, team collaboration, development of procedures and documentation tools, and development of quality and training.


• Determines the appropriate cost-effective level of care for the patient by assessing and determining appropriate VNSNY resources for support.


• Acts as Charge Nurse in absence of Manager. Directs and supervises assigned staff during these times.


• Alerts management of high call volume, staff concerns, or other events that impact staff resources such as a disaster, facility downtime, or unplanned staffing changes.


• Supports and supervises after-hours field staff; consults and collaborates with management to resolve complex issues with clinical information received.


• Supports most effective care for the greatest number of patients during a disaster within VNSNY policy standards


• Assists non-clinical staff with difficult cases, troubleshoots complaints, problems, and issues; ensures accurate, effective and timely resolution.


• Keeps abreast in the field and assumes responsibility for professional growth and maintains high levels of clinical knowledge and skills. Participates in on call coverage as needed to ensure department operational needs are met.


• Participates in special projects and performs other duties, as needed.

For Hospice only:

• Takes referral information and triages for immediate response; dispatches the on-call nurse to do the evaluation/admission. Contacts physician for verification of prognosis and appropriateness for Hospice/Palliative care. Contacts and interfaces with team members, primary physician, team physician, administrator and other staff to ensure patients and family's needs are met.


• Obtains and reviews daily report from each team on significant patient care situations that may require contact/follow-up after hours. Documents details of all calls received to ensure team/physician is provided with all relevant and necessary information. Completes case conference form on all calls received and faxes to respective team.

Licensure: License and current registration to practice as a Registered Professional Nurse in New York State required.

Education: Associate's Degree in Nursing, a health or human services field or the equivalent required. Bachelor's Degree in Nursing, a health or human services field or the equivalent preferred.

Experience: Minimum of two years experience in Home Care, Ambulatory Care, Emergency Room, Acute Care Telephone Triage and/or Hospice and Palliative Care required. Clinical competence in nursing required. Ability to multi task in a fast paced setting, listen attentively, evaluate calls, and use judgment in a time sensitive environment required. Effective oral/written communication, analytical, interpersonal and leadership skills required. Strong personal computer skills (Microsoft Windows, Word, Excel, Outlook, etc.) required. Attention to detail, excellent follow-up and follow-thru skills required.

For Hospice only:

Hospice and Palliative Nurses Association (HPNA) certified preferred.