RN, Telehealth
OVERVIEW OF POSITION:
Responsible for providing moderately complex telephonic nursing assessment, evaluation and advice to patients through the use of established and approved telehealth protocols with physician oversight.
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ESSENTIAL FUNCTIONS:
- Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
- Performs comprehensive telephonic patient assessment, evaluation and advice while meeting production standards.
- Follows established clinical protocols/guidelines and provides appropriate patient instructions.
- Directs patient to appropriate levels of care based on assessment within Optum guidelines.
- Documents authorizations for vendors and/or outside services as appropriate.
- Instructs patients on procedural preparations.
- Provides health education to patients and their families.
- Documents and maintains records of telephonic interactions.
- Completes medical documentation of telephonic assessment and disposition in Telehealth Record.
- Notifies pharmacies of new prescriptions and authorizations of refills as ordered by the clinician or via pharmacy protocols.
- Acts as a lead nurse as assigned.
- Performs representative duties in the absence of a representative (see Patient Support Center Representative job description).
- Initiates and completes a CSR as appropriate.
- Completes documentation of end-of-shift report.
- Participates in quality monitoring process.
- Translates oral information into concise and accurate written documentation using standard medical guidelines and abbreviations.
- Manages own work queues.
- Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
- Demonstrates customer service-oriented behavior at all times.
- Acts as a mentor as requested by supervisor.
- Expedites emergency calls as needed.
- Accesses Language Line for non-English patients as needed.
- Attends regular staff meetings and seminars as scheduled.
- Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
- Performs additional duties as assigned.
____________________________________________________________________________________________________
EDUCATION:
- 1 or 2 years of post-high school education or a degree from a two-year college.
- Graduation from an accredited school of Nursing.
- Current California RN license.
- PALS certification within 6 months of hire.
- Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college preferred.
- Telehealth certification preferred.
- Basic Life Support for Healthcare providers (AHA) or CPR/AED for the Professional Rescuer (American Red Cross).
- Additional ACLS certifications preferred.
EXPERIENCE:
- Over 3 years and up to and including 5 years of experience.
- 1 year critical care or emergency room experience.
KNOWLEDGE, SKILLS, ABILITIES:
- Must pass Patient Support Center screening test.
- Computer literate.
- ACD telephone skills.
- Ability to type 25 wpm.
- Excellent verbal and written communication skills in standard English.
- Telephone etiquette.
- Ability to concurrently perform multiple tasks.
OVERVIEW OF POSITION:
Responsible for providing moderately complex telephonic nursing assessment, evaluation and advice to patients through the use of established and approved telehealth protocols with physician oversight.
__________________________________________________________________________________________________
ESSENTIAL FUNCTIONS:
- Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
- Performs comprehensive telephonic patient assessment, evaluation and advice while meeting production standards.
- Follows established clinical protocols/guidelines and provides appropriate patient instructions.
- Directs patient to appropriate levels of care based on assessment within Optum guidelines.
- Documents authorizations for vendors and/or outside services as appropriate.
- Instructs patients on procedural preparations.
- Provides health education to patients and their families.
- Documents and maintains records of telephonic interactions.
- Completes medical documentation of telephonic assessment and disposition in Telehealth Record.
- Notifies pharmacies of new prescriptions and authorizations of refills as ordered by the clinician or via pharmacy protocols.
- Acts as a lead nurse as assigned.
- Performs representative duties in the absence of a representative (see Patient Support Center Representative job description).
- Initiates and completes a CSR as appropriate.
- Completes documentation of end-of-shift report.
- Participates in quality monitoring process.
- Translates oral information into concise and accurate written documentation using standard medical guidelines and abbreviations.
- Manages own work queues.
- Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
- Demonstrates customer service-oriented behavior at all times.
- Acts as a mentor as requested by supervisor.
- Expedites emergency calls as needed.
- Accesses Language Line for non-English patients as needed.
- Attends regular staff meetings and seminars as scheduled.
- Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
- Performs additional duties as assigned.
____________________________________________________________________________________________________
EDUCATION:
- 1 or 2 years of post-high school education or a degree from a two-year college.
- Graduation from an accredited school of Nursing.
- Current California RN license.
- PALS certification within 6 months of hire.
- Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college preferred.
- Telehealth certification preferred.
- Basic Life Support for Healthcare providers (AHA) or CPR/AED for the Professional Rescuer (American Red Cross).
- Additional ACLS certifications preferred.
EXPERIENCE:
- Over 3 years and up to and including 5 years of experience.
- 1 year critical care or emergency room experience.
KNOWLEDGE, SKILLS, ABILITIES:
- Must pass Patient Support Center screening test.
- Computer literate.
- ACD telephone skills.
- Ability to type 25 wpm.
- Excellent verbal and written communication skills in standard English.
- Telephone etiquette.
- Ability to concurrently perform multiple tasks.
