RN, instED Clinical Resource Center

022310 Clin Alli-instED Clinicians Position Summary: instED provides on-demand, urgent care in the home for medically complex patients. The RN, instED Clinical Resource Center will receive referrals for services, conduct intake assessments, provide triage to ensure referrals are clinically appropriate, and respond clinical questions related to referrals and services.The InstED RN will engage telephonically with patients, clinicians, and care partners who call with urgent clinical needs for a medically diverse group of patients across the continuum of care. Supervision Exercised:

• No, this position does not have direct reports.

Intake

• Receive referrals for an instED visit, both electronically and telephonically, from patients, clinicians, and care partners
• Ensure complete and accurate information for the visit request
• Obtain comprehensive data collection electronically and/or via telephone from referring provider or patient directly
• Triage per instED triage guidelines and protocols, assessing patients and applying solid decision-making to achieve highest patient outcomes
• Deliver competent, safe, compassionate and individualized telephonic nursing/triage care for patients with complex medical histories

Triage

• Make clinically-appropriate recommendations for action/interventions
• Triage and prioritize referrals for acuity and sequencing of visits
• Identify emergent situations and provide clinical advice appropriately
• Analyze data to identify and determine expected outcomes
• Develop a plan with instED team to identify strategies to attain expected outcomes
• Exercise sound clinical judgment, along with excellent working knowledge of instED, to appropriately disperse accurate level of resources needed for achieving the best patient outcomes

Follow-up

• Communicate with patients and care partners to provide education and instructions regarding any recommended follow-up care. Follow-up services may include, but are not limited to, follow-up call by Provider, Tele-health re-visit, PCP evaluation, re-deployment of paramedic or other clinical provider, and phone teaching with teach-back to ensure understanding
• Ensure appropriate teaching has occurred with patient and or family
• Provide follow-up and encounter summary with referring provider and Primary Care Provider
• Complete accurate and appropriate documentation in real time
• Demonstrate strong focus on patient experience, with commitment to service excellence from intake through discharge

Secondary responsibilities: Quality Assurance

• Work with the instED team to develop metrics and standards for Quality Assurance within the Clinical Resource Center
• Participate in Quality Assurance activities in other areas within the instED delivery model

Ongoing Program Support

• Participate in the development and design of the instED Now platform offering feedback and suggestions for improvement

Working Conditions -Remote work environment

• Must be able to work a flexible schedule. RN coverage is Monday thru Sunday 0800-2200. The shifts can be full shifts or half-shift. Weekends and Holidays are required (instED provides services 365 days per year)

Required Education (must have):

• Bachelor’s degree in Nursing

Desired Education (nice to have): Required Licensing (must have):

• Current, active MA RN license

Desired Licensing (nice to have): MA Health Enrollment (required if licensed in Massachusetts):

• No, this is not required for the job.

Required Experience (must have):

• 5+ years of relevant nursing experience
• Triaging patients with complex medical histories across the lifespan

Desired Experience (nice to have):

• Experience in urgent care,primary care, or emergency department preferred
• Call center triage experience preferred
• Quality and process improvement experience preferred

Required Knowledge, Skills & Abilities (must have):

• Willingness to learn best practice in delivering home-based and telehealth care
• Strong triage skills
• Comfortable with remote care delivery model and technology (i.e. telemedicine)
• Strong written and verbal communication skills
• Experience working collaboratively as a team-player
• Must be able to exhibit therapeutic communication to a diverse patient population that is patient-focused, empathetic and free from bias
• Willing to learn and utilize telehealth technologies (video, chat, etc.), when appropriate, for a variety of clinical care and care management services

Required Language (must have):

• English

Desired Knowledge, Skills, Abilities & Language (nice to have):

• Fluency in Spanish a plus

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