Registered nurses in this role function independently and as a team to receive incoming calls from the after hours nurse advice lines, referring providers, internal providers and staff. High customer service oriented with extensive knowledge of clinical systems and EMR's to support clinical integration. The clinical expertise of these nurses will allow for efficient assimilation of information in order to determine the patient acuity, care path and necessary communication between the referring providers, ED Attending physicians and clinical staff. The nurse in this role will be responsible for facilitating communication prior to, during, and after the patient visit in the Emergency Department in order to maintain continuity of care for the referred patient. Communication regarding continuum of care is essential for quality patient outcomes and clinical integration. This nurse will be a point of clinical contact for external providers. High tech and high touch.
In addition, this position will be extremely beneficial to Physician Relations/Provider Services/Professional Services Department. It will directly address two major concerns of referring physicians 1) communication regarding their patients; 2) the specific concerns about the continuity of care at one of the entry points to Children’s, Emergency Department and Transport. Also, this nurse will serve as part of the web of internal people who are available to help the Physician Relations/Provider Services/Professional Services Department address issues of concern to the referring physician. This position is critical to the satisfaction of our referring physicians because it will enhance the patient care we offer.
Job Specific Responsibilities
Will be responsible for handling all incoming calls from referring providers, internal or external providers or families accessing the nurse advice line. Document intake information in accordance with established guidelines. Oversee the daily monitoring of the referral process for the ED at both Legacy and Dallas. Continue to verify bed request orders for accuracy and notify all PCP's with patients admitted from the ED (whether referral based or not) of status. Documents and provides continuum communication to community providers from nurse advice line.
Responsible for continuity of care between ER physicians and Referring and/or Primary Care Physicians. The emphasis is on the continuity of information amongst the patient’s physicians from the point at which the patient is referred to the point of discharge or admission. Follow up communication after discharge may be required to evaluate for patient improvement, provide information on tests resulted after discharge, and to assist with coordinating follow-up care. Responsible for discharge/admission communication as well.
Maintains ongoing contact with the referral patient and family during the Emergency Department visit in order to improve communication between the patient, Emergency Department and referring physicians.
Undertakes investigation of complaints from primary care and referring physicians in cooperation with physicians and hospital leadership. Coordinates emergency department service issues with referring and primary care physicians.
Assumes responsibility for professional enhancement and education; maintains a thorough knowledge of unit, department, hospital system, and community.
May travel to physicians' offices in North Texas
Perform other duties and special projects as required
Required: 5 years of clinical experience
Preferred: 3 years Emergency Triage with Pediatrics and/or adults
Preferred: 5 years telephone triage
Preferred: will consider other nursing experience in critical care if one year ED triage experience
Preferred: Bachelor’s degree in nursing (BSN)
Required: Associate’s degree in nursing (AND)
Specific Knowledge, Skills and Abilities
Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjust effectively to work within new work structures, processes, requirements, or cultures.
Use appropriate interpersonal styles to establish effective relationships with customers and internal partners; interact with others in a way that promotes openness and trust and gives them confidence in one's intentions.
Meet patient and patient family needs; take responsibility for a patient's safety, satisfaction, and clinical outcomes; use appropriate interpersonal techniques to resolve difficult patient situations and regain patient confidence.
Ensure that the customer perspective is a driving force behind business decisions and activities; craft and implement service practices that meet customers' and own organization's needs.
Develop and use collaborative relationships to facilitate the accomplishment of work goals.
Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; take action that is consistent with available facts, constraints, and probable consequences.
Take prompt action to accomplish objectives; take action to achieve goals beyond what is required; be proactive.
Deal effectively with others in an antagonistic situation; use appropriate interpersonal styles and methods to reduce tension or conflict between two or more people.
Effectively manage one's time and resources to ensure that work is completed efficiently.
Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
Set high standards of performance for self and others; assume responsibility and accountability for successfully completing assignments or tasks; self impose standards of excellence rather than having standards imposed.
Assimilate and apply new job-related information in a timely manner.
Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
Licenses and Certifications
Current license to practice professional nursing in the State of Texas
Required: BLS at time of hire
Required: PALS and ACLS within six months of hire into the position
Preferred: CEN and CPEN
Light - Exerting up to 20 lbs. occasionally, 10 lbs. frequently, or negligible amounts constantly and may require walking or standing to a significant degree.
and doctors who treat who give the nurses lots of autonomy and respect. I also love the patients and families we have. They are very involved in their child’s care and appreciative of what we do for them.
Kelsei, RN, BSN, CPN