TELESERVICES RN ( Bilingual Spanish preferred ) Job Listing at Corporate in Houston, Texas

Description:
The Teleservices RN will clinically triage calls received and respond to calls from the general public, Methodist employees, and physicians and their representatives requesting information about health care issues, resources, service availability, and referral to physicians or other health care providers. Teleservices RN will services as a clinical resource to teleservices call center utilizing nursing education, knowledge and experience. Provides back-up coverage of physician-to-physician lines (MD LINK) during peak periods and periods of availability.

PATIENT AGE GROUP SERVED
Adult and geriatric

DUTIES AND RESPONSIBILITIES

Clinically triage callers to determine most appropriate action and alternatives to meet
the caller need for health resources and information. (EF)

Refer participating physicians or care providers to callers on an equitable basis while considering caller specifications, health plan requirements or other limitations. Identify most appropriate participating physician/service for response using online specialty filter (EF)

Schedule physician office appointments, classes, tests, and seminars. Make additional follow-up calls as needed. (EF)

Work with physicians participating in the consumer physician referral service, physician-to-physician service, and other teleservices center services, as well as other participating health care or service providers outside The Methodist Hospital to develop and maintain appropriate, accurate protocols for directing and responding to calls involving their services. (EF)

Work to resolve problems and incidents related to the teleservices center; informs and involves immediate Supervisor as appropriate for resolution to ensure that resolution eliminates or significantly reduces negative consequences. (EF)

Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, physicians/office personnel and various hospital personnel, while maintaining patient confidentiality. (EF)

Collect and document patient demographic information, call outcomes and disposition for each call received. Generate standard consumer, physician and service follow-up correspondence and calls using the computerized database system (EF)

Complete assigned staff orientation and training, adheres to policies, procedures, protocols and action guidelines to provide consistently exemplary service to the general public, referring physicians and their representatives, and to the physicians and other providers represented by the teleservices center, with involvement, review and approval of Supervisor as directed. (EF)

Service as a clinical resource for Teleservices center staff and Promotional Services department staff as they perform their duties. (EF)

Provide back-up coverage for the physician-to-physician line (MD LINK) during peak periods and periods of availability. Inquire and respond to specific needs requests of physician or physician representative callers to the physician-to-physician line Identify most appropriate participating physician/service for response using online specialty filter Monitor(listen to) calls, use judgment and knowledge of The Methodist Hospital System to determine whether caller needs are adequately met or caller should be directed to another source, for example the TMH transfer Center or a physician in another specialty (EF)

Demonstrates the components of the ICARE values statement. (EF)

Follows all safety rules while on the job. Reports accidents promptly and corrects minor safety hazards. (EF)

Performs other duties as assigned.

EDUCATION REQUIREMENTS
BSN preferred; Associate degree in nursing. CCM preferred.

EXPERIENCE REQUIREMENTS
5 or more years acute care clinical experience required.
1-2 years telephonic RN triage experience preferred.
Bilingual spanish speaker preferred.

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED
Valid RN license in state of Texas.