Clinical Nurse I - Bilingual - Virtual Urgent Care Nurse- Achn

JOB SUMMARY:

Department: ACHN

Department: Virtual/Urgent Care

Shift: 11:00 am to 7:00 pm

SALARY IS COMMENSURATE WITH EXPERIENCE.

Job Summary

The Clinical Nurse I Bilingual (Virtual/Urgent Care Nurse) supports call center operational strategies by providing health advice for members from the community seeking care at Cook County Health (CCH). Responds to calls with specific health concerns by evaluating, assessing, and documenting patients' concerns, symptoms, and pertinent medical history. Assess patients based on the patient's own evaluation and responses to questions. Refers and schedules patients to doctors and specialty service in accordance with clinical conditions. Prioritizes level of urgency and determines essential needs and available resources. When appropriate provides callers with advice on self-management

and circumstances to watch for. Performs outbound follow-up calls to determine illness improvement and/or additional healthcare needs and referrals. (Multiple Vacancies)

Typical Duties

• Responds to callers who have specific health concerns and have reached out to CCH.

Answers telephone inquiries promptly in a courteous and professional manner

• Completes an abbreviated history and symptom review that would identify life threatening

emergency

• Completes an abbreviated history and symptom review that would identify life threatening

emergency

• Registers and schedules patients for urgent virtual visits

• Performs virtual appropriate triage and ongoing assessment that includes consideration of

biophysical, psychosocial, environmental, self-care and educational planning factors

• Creates an individualized plan of care for the caller that may involve the emergency

department, urgent care, ambulatory care or self-care

• Establishes therapeutic nurse-client relationship

• Communicates to assigned supervisor or physician on call for clinical cases needing a higher

level of intervention in a timely manner

• Documents all patient care information according to CCH procedures which includes

navigation in the electronic health record by utilizing the appropriate workflow, tools, and

resources

• Makes appropriate and timely decisions in a crisis or emergency situation

• Updates patient information as indicated or as necessary

• Maintains, responds, and utilizes working relationships with and knowledge of referral sources,

community resources, and collaboratively works with other departments

• Attends all training and in-service meetings

• Obtains and enters accurate demographic information into CCH electronic health record

(address, telephone number, insurance information, etc.)

• Schedules follow-up and patient appointments as identified during triage

• Reviews, updates and confirms appointment date, time, location, and provider name with caller

as it pertains to Virtual/Urgent Care need.

• Informs caller of necessary items to bring to appointment (including identification card,

insurance card, medications, office visit fee, etc.)

• Communicates solutions, successes, and opportunities to immediate supervisor

• Contributes to the success of the Integrated Care Department

• Maintains patient confidentiality at all times in accordance with Health Insurance Portability and

Accountability Act (HIPAA) regulations

• Performs patient call backs regarding abnormal lab results

• Demonstrates mastery of Virtual Urgent Care tools and equipment to ensure a positive patient

experience

• Applies and demonstrates knowledge of CCH standard operating policies and procedures

• Contributes to the identification, establishment, and best practices for the Virtual Urgent Care

program

• Participates in staff orientation and staff development activities

• Performs related duties as required

MINIMUM QUALIFICATIONS:

• Must be Licensed as a Registered Professional Nurse in the State of Illinois. (Must provide

license at time of interview.)

• Bachelors of Science in Nursing (BSN) degree from an accredited college or university

• Must be a graduate of an approved school of nursing. (Must provide proof at time of interview.)

• Three (3) years of Registered Nurse (RN) clinical experience with at least one (1) year of

ambulatory experience in primary or specialty care

• Experience with telephone counseling or triage (Additionally, training will be required as part of

orientation)

• Bilingual, English/Spanish (Bilingual testing for Spanish will be administered, 80% minimum score is required)

PREFERRED QUALIFICATIONS

• Understanding of call center infrastructure and technologies

• One (1) year of discharge planning or case management experience

• One (1) year of urgent care or emergency room care

• Certified in Ambulatory Care.

Knowledge, Skills, Abilities and Other Characteristics

• Considerable knowledge of the basic principles of nursing care

• Thorough knowledge and understanding of the HIPAA to ensure the protection of the

confidentiality and security of healthcare information for all patients

• Excellent interpersonal, verbal and written communication skills necessary to communicate

with all levels of staff and a patient population composed of diverse cultures and age groups

• Strong customer service and empathy skills

• Skill in the use of Microsoft Office Suite applications, particularly Word and Excel

• Ability to deliver safe, accurate and clinically competent information to patients

• Ability to maintain a professional demeanor and composure when challenged

• Ability to effectively utilize the nursing process as a basis for delivery of patient care

• Ability to prepare and maintain accurate written and electronic records and reports

VETERAN PREFERENCE

PLEASE READ

When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service.

To take advantage of this preference a Veteran must:

• Meet the minimum qualifications for the position.

• Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, "Are you a Military Veteran?"

• Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11). Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable.

OR

A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.

If items are not attached, you will not be eligible for Veteran Preference.

VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW

MUST MEET REQUIRED QUALIFICATIONS AT TIME OF APPLICATION

• Degrees awarded outside the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.

• Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.

• CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.

COOK COUNTY HEALTH AND HOSPITALS SYSTEM IS AN EQUAL OPPORTUNITY EMPLOYER