First Call Outpatient Care Management

Overview

This position provides nurse-triage support to nursing facilities and providers with a focus on operational efficiency and clinical quality. Supports clinical and operational best-practice for the nursing home practice and midlevel in home visits. Utilizes established guidelines for supporting nursing facilities and communicating with providers. Provides support to Carle Health Peoria providers related to prescription telephone calls and provides assistance, as needed. Demonstrates effective and timely communication skills, conflict resolution skills, decision making, and problem-solving skills.

Qualifications

Responsibilities

Provides nurse-triage support to nursing facilities and providers with a focus on operational efficiency and clinical quality

• Asks questions according to the correct format specified in guidelines, resources, and standing orders
• Utilizes approved guidelines and protocols to provide advice to callers regarding health advice, directing them to the level of care necessary for the situation.
• Provides support to Carle Health Peoria providers related to prescription telephone calls and provides assistance, as needed
• Answers questions from the general public regarding services of the organization utilizing information available in resources in the department
• Utilizes approved guidelines and protocols to provide advice to callers regarding health advice, directing them to the level of care necessary for the situation
• Contacts physician on-call for unusual or complex situations for guidance, if the physician/provider is a participant in First Call program
• Contacts physician/provider on-call if caller verbalizes desire to speak to provider regarding prescription refill
• Ensures follow up of phone triaged calls
• Provides nurse triage support for providers in the nursing home practice
• Utilizes hospital approved abbreviations
• Uses First Call tools (policies, procedures, guidelines) effectively
• Utilizes remote access process effectively and efficiently (if applicable)

Demonstrates appropriate technical skills needed to utilize software and hardware used

• Maintains expert knowledge in the use of EPIC, Jabber, Infinity, and other applications used by First Call
• Utilizes EPIC and other on-line resources to access patient records and check for medical history, allergies and prescription information
• Completes documentation including pertinent assessment data, medications, allergies, and pertinent medical history, as appropriate
• Provides timely follow up information to providers in the nursing home practice and midlevel in home visits per established process
• Documents contact with other health care professionals such as pharmacists, physicians, advanced practice nurses, nurses, etc.
• Documents inquiries to First Call in EPIC
• Completes accurate and timely data collection related to First Call process

Performs Other First Call Functions And Expectations

• Supports provider follow up billable services process with appropriate hand off of information and scheduling functions, as appropriate. Ensure provider NH visits are scheduled based on guidelines available in the department
• Assists with referral management process as deemed appropriate by the First Call Lead or Manager
• Serves as resource for nursing facility staff to mentor facilities in appropriate use of nurse triage resources and supports the use and documentation of standing orders, if applicable, to partner facilities
• Supports midlevel in home visit scheduling and chart preparation processes
• Completes follow-up calls to patients as needed and other disease management/population health services for the organization
• Administers nursing home coverage, prescription refill, web scheduling, chat rooms, secondary referral, and call backs processes (as applicable)

Demonstrates effective and timely communication skills, conflict resolution skills, decision making, and problem-solving skills.

• Addresses issues promptly
• Identifies opportunities to improve First Call processes and performance
• Maintains working knowledge of existing hospital and physician practice policies and procedures Takes direction from team members and assists in various jobs on projects as assigned
• Demonstrates and promotes the standard processes
• Answers questions in a timely manner
• Demonstrates ability to help/assist with problems, ensuring positive outcomes
• Demonstrates willingness to help others, be patient, to share knowledge
• Listens intently to users and takes good ideas back for consideration to improve processes
• Organizes and completes assignments independently
• Delivers work on time
• Completes work is accuratly and well presented
• Is a valued contributor in team discussions
• Works with team to achieve effective conflict resolution
• Acquires expertise with appropriate direction from manager
• Conducts oral and written communications in courteous, respectful and pleasant manner

Find it here.

Discover the job, the career, the purpose you were meant for. At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health.

Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: ***email_hidden***.

Compensation And Benefits

The compensation range for this position is $30.39per hour - $52.27per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.