The VISN4 RN Clinical Contact Center ( RN CCC) position performs telephone care triaging veteran phone calls from nine sites within VISN 4. The RN will provide veterans telephone medical advice/symptom management and recommendation, to resolve primary, specialty, and mental health care needs when unable to present to their primary VA facility. Receives patient/family calls concerning clinical aspects of patient care from all facilities located within VISN 4. Evaluates the degree of urgency for each call based on established clinical protocols. Determines the appropriate area for care and refers/schedules the patient (i.e. local Emergency Room or local VA Healthcare Center for deferred care and/or scheduling into a Tele- Urgent Care appt, and or Same Day/Next Day appointment. Documents each call into the computer TEDP/CRPS system, including the results of each contact. Electronically transmits the documentation of each telephone contact to the area of planned clinical care. Provides health education to all callers as appropriate. Refers appropriate patients to Pittsburgh Tele Urgent Care program (TUC), for a Video Connect appointment. Assists the health care team with telephone triage protocol revision as needed. Assumes a leadership role within the interdisciplinary team. Collaborates with interdisciplinary team to assure positive patient outcomes. Communicates care for high-risk, complex patients. Coordinates patient care with other services and programs in the healthcare center, network facilities and/or the community Acts as a patient advocate Participates in organizational committee's and initiatives to improve patient care. Contributes to mechanisms to track patient utilization and patterns such as call volume and disposition. Supports research and quality improvement activities. Demonstrates proficiency in practice based on conscious and deliberate planning. Self-directed in goal setting for managing complex client situations. The VISN 4 Clinical Contact Center operates under VISN leadership and is a 100% virtual position after orientation. The RN CCC provides service to over 300,000 veterans throughout the VISN 4 Medical Centers and each facility's community based outpatient clinic. The Clinical Contact Center RN must exhibit excellent communication and customer service skills as well as the ability to perform assessments using critical thinking via the telephone. Work Schedule: This VISN RN Clinical Contact Center position would cover all WHEN hours-evenings, nights, weekends and holidays. Coverage on weekends and holidays would also include day tour coverage with evenings and nights. Along with swing shifts coverage 6a-2:30p, and 11a-7:30p on weekday/weekends. Selectee will be required to report onsite during orientation. After successful orientation RN will work 100% virtual. Financial Disclosure Report: Not required This is a Bargaining Unit Position
Providing Health Care for Veterans: The Veterans Health Administration is America’s largest integrated health care system, providing care at 1,255 health care facilities, including 170 medical centers and 1,074 outpatient sites of care of varying complexity (VHA outpatient clinics), serving 9 million enrolled Veterans each year.