Kaiser Permanente Telemedicine Spec-RN (Bilingual) in San Diego, California
No information available at this time.
Handles continuous inbound telephone volume.
Assesses and triages patients via telephone, follows.
Nursing protocols, identifies patient needs and appropriately advises physician of unusual circumstances/abnormal conditions.
Collects data related to health history, using interviewing, questioning and listening skills, and utilizes a computer system to identify pertinent information.
Implements care and/or initiate action in response to data indicating potential/actual risk to patient's health based on age specific development.
Potential outcomes may include providing appropriate advice, booking an appointment, typing a message to the provider or consulting with a Call Center physician.
Performs patient call-backs.
Effectively uses computers and other technology systems to record pertinent and provider data, interactions, interventions and outcomes.
Acts as a patient advocate; promotes patient self-efficacy through preventative and health promotion information.
Demonstrates an awareness of and sensitivity to patient/family rights.
Handles inquiries and complaints pursuant to procedure.
Adheres to legal and ethical requirements and company policies and procedures.
Supports and demonstrates Kaiser Permanente's/Call Centers customer service philosophy and manages calls in a professional, systematic and organized manner.
Functions as a team member to achieve Call Center goals and objectives.
Maintains professionalism at all times.
Performs other duties as required.
2-years recent (within the last 4 years) full-time equivalent experience in a call center, acute care, or ambulatory care setting.
Knowledge of personal computer and operating systems, software and mainframe systems.
Will be required to take and pass a call center simulation skills assessment.
Must obtain any required out of state RN licensure within 6 months of hire.
Graduate from accredited School of Nursing with RN degree.
License, Certification, Registration
California RN Nursing License
Ability to navigate between various software and mainframe systems on a personal computer with an established operating system.
Must have excellent verbal, written and interpersonal communication skills, as well as demonstrated effective telephone skills.
Ability to perform multiple tasks and work in a fast-paced environment.
Must be able to work assigned shifts including weekend requirement.
Ability to assess and triage patients via telephone, utilizing questioning and listening skills, and ability to utilize nursing judgment and follow nursing protocols in order to implement/direct appropriate care for patient populations.
Ability to perform job functions independently.
Ability to use a computer terminal for extended periods of time and wear a telephone headset for the majority of the work shift.
Must have excellent customer service skills.
Must have excellent problem-solving capabilities.
REQUIRED SKILLS TESTING:
A Call Center simulation assessment will be conducted which will evaluate the candidate's ability to navigate through the program, to perform keyboarding skills (alpha/numeric), and to multitask. This assessment is required for all internal and external candidates. The assessment may assist candidates in gaining a better understanding of computer technology and production activity related to the Advice RN's clinical role.
In addition, candidates may gain an enhanced understanding of the challenges of this role and of the operational needs of the Appointment and Advice Call Center.
Sensitivity to workplace diversity and cultural factors.
Adheres to confidentiality policies.
Must be service-oriented and maintain the highest level of courtesy to patients, members, staff and co-workers.
Bilingual (English/Spanish) QBS Level II.
Work Schedule to include: 4 of 5 weekdays and work every other weekend. Shifts beginning at 2:00PM-10:30PM.
Must successfully pass of have passed the bilingual test (within the last 12 months), or be active in the QBS program.
TITLE: Telemedicine Spec-RN (Bilingual)
LOCATION: San Diego, California
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.