* 4 Positions Available*
Purpose: (One sentence summary of the job function.)
Responsible for medical triage of members using established protocols, note taking via online ANS (Advice Note System) and providing specified diagnostic results to members. Responsible to collaborate with on-site physicians, on-call physicians, HCT, pharmacists, and/or Nurse Practitioner as necessary to facilitate member care.
This position consistently supports compliance and Kaiser Permanente's Code of Conduct by adhering to federal, state and local laws and regulations, accreditation and licenser requirements and Kaiser Permanente's policies and procedures.
In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by the Kaiser Permanente Service Quality Credo, the KP Mission as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to each other, to our members, and to purchasers, contracted providers and vendors."
Accountabilities:
1. Receives and processes telephone calls from Health Plan members requiring medical advice or general information by:
2. Assessing the patient's problem utilizing established protocols and interaction with provider on-site or on-call.
3. Making appropriate recommendations to include advice, appointments per protocol, or direction from physician.
4. Appropriately documenting calls received with adherence to inter-regional documentation.
5. Acts as an extension of the health care team to meet member needs.
6. Assists members in empathetic, efficient manner to determine best course of action to resolve issue.
7. Meets regional standards set by call center management to achieve optimal member satisfaction such as phone access and service standards. Be receptive to constructive feedback by supervisors and/or QI to better serve members.
8. Contributes to the development of protocols, procedures, patient education, and training, as assigned. Participates in peer review, quality assurance, and other committees' functions.
9. Demonstrates ability to make quick decisions, based on sound base of critical thinking skills/guidelines by protocols.
10. Demonstrate ability to interact with a variety of levels of staff to provide good customer service to internal customers.
11. Performs other related duties as directed.
Minimum Requirement - Relevant Years of Experience:
. One full year of current experience as a RN in a clinical setting with relevancy required.
Minimum Requirement - Education and/or Classes:
. Basic typing skills of 35 w.p.m. required. Pass basic windows test at interview.
. Bilingual ability preferred.
. Passed a standard medication test and a standard medical advice test/Performance Based Developmental Systems (PBDS) test required.
. Proficiency in the use of applicable computer software required.
Minimum Requirement - License, Certification and/or Designation:
. Current RN license in appropriate jurisdiction required.
. Current RN license in appropriate jurisdiction assigned to include alternative site as dictated by unit needs required.
. BSN preferred.