What are the responsibilities and job description for the RN Call Center position at UnityPoint Health?
RN Call Center
2p-1030p, 4 days per week and every other weekend, holiday rotation
Ability to sit remote in certain regions
32 hours/week Full Time Benefits
Remote work
**Position may sit in Cedar Rapids, Des Moines, Sioux City, or Peoria, IL**
The UnityPoint IntelliCenter nurse is an RN who provides care over the telephone by thoroughly assessing symptoms to identify acuity to disposition caller or patient appropriately utilizing best-practice updated protocols. Protocols are embedded within the eMR to support guidance in appropriate care delivery. Nursing services are provided telephonically and, in some cases, virtually. May include triage, care management, referral management and telehealth support. Must have proficient keyboarding/typing skills and have a technical aptitude to learn new computer software systems quickly. Ability to handle a “call center” environment: work quickly and multi-task, utilizing clinical critical skill thinking while navigating computer software to meet the required turnaround time to support key performance indicators which support patient care delivery and operational costs. We are a 24/7 operation with the bulk of our services provided in the evenings and weekends.
Why UnityPoint Health?
- Culture – At UnityPoint Health, you Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
- Benefits – Our competitive Total Rewards program offers benefits options like 401K match, paid time off and education assistance that align with your needs and priorities, no matter what life stage you’re in.
- Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
- Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
- Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.
Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/
Responsibilities
Primary Function and Relationship to the Total Organization:
My UnityPoint Nurse Call Center offers a free health information service for the public, sponsored by UnityPoint Health and staffed by registered nurses 24-hours a day, 7 days a week. The nurses at My UnityPoint Nurse provide medical assessment and triage, up-to-date health information and physician and clinic referral service. My UnityPoint Nurse Call Center is a centralized function of UnityPoint Health providing clinical support to UnityPoint Health and affiliates.
Operations
- Performs symptom assessment triage utilizing protocols to guide best practice care delivery and disposition.
- Documents call criteria in eMR within a timely manner.
- Promotes and educates appropriate callers regarding second level triage and virtual care visits with NP and MDs when appropriate.
- Serves as a resource to customers seeking physician referral and community-based resource information.
- Provides health information to customers via UnityPoint Health’s approved resources
- Maintains strict confidentiality of all employee and customer information
- Adhere to all UnityPoint Clinic personnel Policies and Procedures and safety guidelines.
- Supports change transformation initiatives
- Identifies with shift change requirements as call volume dictates in order to support staffing needs appropriately
- Perform other duties as assigned.
- Support team efforts in patient care delivery objectives.
- Provides assistance with other reasonable related duties as assigned by supervisor or manager.
- Ability to handle confidential and sensitive information.
- Ability to communicate effectively on the telephone.
- Ability to relate to persons with diverse educational, socioeconomic and ethnic backgrounds.
- Ability to handle a “call Center” environment: work quickly and multi-task.
- Ability to demonstrate good customer service.
- Exhibits discretion and sound judgment in all aspects of the job.
Strategic Planning and Clinical Leadership
- Participates and takes personal responsibility to support key strategic initiatives in order to achieve organizational success.
- Participates and takes personal responsibility to ensure appropriate clinical delivery of programs, keeping within RN scope of practice.
- Is proactive in bringing ideas forward to support a continuous process improvement environment.
- Strive for clinical excellence through professional development activities
- Represents UnityPoint Clinics in a professional manner. Promotes positive interpersonal relations and serves as a role model within the department and with UnityPoint Clinic personnel.
- Displays creativity and innovation when making recommendations for improvement in the delivery of services to the customer
- Works collaboratively and professionally with all staff and supports others development
Qualifications
Qualifications/Experience:
- Requires active and unrestricted license to practice nursing in the states of Iowa and Illinois.
- Requires a minimum of 1-2 years of clinical nursing experience providing direct patient care or equivalent work experience - 2-3 years preferred
- Strong time management and organizational skills
- Possesses excellent written and verbal communications.
- Proficiency in use of computer applications such as Microsoft Office and electronic health systems.
- Requires knowledge of federal healthcare laws and regulations.
- Requires highly developed communication skills to effectively work with all levels of management throughout the UnityPoint Health, its subsidiaries and affiliates.
- Excellent academic credentials with a track record of professional accomplishments, which demonstrate superior performance, leadership and vision.
Ability to work as a team member, creating and maintaining effective working relationships.
Ability to understand and apply guidelines, policies and procedures.
Education:
- Graduate from an accredited nursing program. Bachelors of Science (BSN) preferred
- Compliance with Mandatory Child/Adult Abuse Reporting
- Area of Interest: Nursing;
- FTE/Hours per pay period: 0.8;
- Department: Call Center;
- Shift: 4 days/week 2:00 pm-10:30 pm, weekend and holiday rotation;
- Job ID: 145904;
