RESPONSIBILITIES:

1. Serves as the central point of contact for incoming communication, including calls from patients, caregivers, and healthcare professionals during weekend and holiday hours.  Facilitates effective and timely communication between patients, caregivers, and members of the healthcare team.
2. Promotes positive, supportive, respectful communication to all internal and external customers and department staff.
3. Participates in the attainment of the Agency’s overall, and departmental operations, and financial objectives.
4. Answers telephone in a warm, friendly, professional, and courteous matter.
5. Conducts comprehensive telephonic assessments of patient symptoms, complaints, and concerns during weekend shifts.  Utilizes clinical judgment to determine appropriate levels of care and coordinate necessary interventions.  Provide guidance and support during urgent or emergency situations, coordinating with emergency services and other healthcare professionals as needed.
6. Provides empathetic and informative support to patients and caregivers, addressing questions, concerns, and providing guidance on managing health conditions.  Educates patients and caregivers on managing symptoms, adhering to care plans, and accessing appropriate resources.  Provide information on community resources and support services.
7. Collaborate closely with on-call physicians, nurse practitioners, and field nurses to ensure seamless coordination of patient care during weekends.  Communicate critical information and updates to the healthcare team.
8. Maintain accurate and thorough electronic health records, documenting all communication and triage activities during weekend shifts.
9. Is the liaison for the referral center and scheduling departments on weekends and holidays.
10. Assists with planning visits and assigning nurses with cases including matching skills of nurses to needs of the patient, paying close attention to time sensitive patient needs and geography.  It also includes looking at the team as a whole for equity among staff members.
11. Communicates assignments and special need, i.e.: early visits, equipment or supplies to nurse.
12. Shares in responsibility of logs and reports.
13. Performs clerical duties as assigned.
14. Maintains staff and patient confidentiality at all times.
15. Participates in ongoing quality improvement initiatives to enhance the efficiency and effectiveness of communication and triage services.  Responsible for the Key Performance Indicators (KPI’s) established by their manager.

QUALIFICATIONS:

1. New York State Licensed RN with a minimum of one year of experience as a clinical nurse in a hospital or home care agency or BSN.
2. Strong computer skills including Microsoft, and word processing necessary.
3. One-year experience in home care and/or triaging.
4. Excellent oral communication skills.
5. Exceptional communication and interpersonal skills.  Ability to exercise tact, maintains composure and responds to all situations in a calm, professional and reassuring manner.
6. Strong organizational skills and ability to manage competing priorities.  Able to work independently with minimal supervision and collaboratively in a team.  Occasional extra hours.
7. Excellent interviewing, assessment, communication, negotiating and decision-making skills.
8. Availability to work weekends and holidays required.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, protected veteran status, qualified individual with disability status, or any other protected class.

Salary Range: $52,790 to $77,584