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RN, Telehealth ID-8553

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.
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