RN | Covid 19 Call Center | Temporary position Job

Job description

Summary

Responsible for communication and implementation of procedures regarding COVID-19 to include communication of screening information and results from testing, policies for visitors, and guidance pertaining to results of testing. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Note: This is a temporary PRN position paying $25.00/hour. It is a call center position with no direct patient care.

Education/Experience/Licensure

Education/Formal Training Work Experience Credential/Licensure REQUIRED: Graduate of an accredited school of nursing One (1) year of clinical experience Registered Nurse with a license to practice in the state where work is performed or compact license. PREFERRED: N/A N/A N/A SUBSTITUTIONS ALLOWED: N/A N/A N/A

Knowledge/Skills/Abilities

* Skill and proficiency in applying highly technical principles, concepts and techniques, which are central to the professional discipline in Nursing.
* Analytical skills necessary to assess patient conditions effectively and advise on next steps in plan of care.
* Ability to evaluate problematic situations and be able to adapt and respond to resolve the situation/issue.
* Proficient in the use of computer and multiple software systems.
* Proficient in use of basic office equipment; multi-line phones; and data entry.
* Demonstrates excellent customer service skills.
* Ability to manage multiple tasks simultaneoulsly and ensuring proper follow through on each.

Key Job Responsibilities

* Responsible for responding to a high volume of incoming phone calls from both MLH Associates and patients regarding COVID-19 screening and/or lab results.
* Assists patients in navigating COVID-19 related needs across the system to include information on access to testing, visitor policies, etc.
* Contacts Associates and patients regarding their COVID-19 test results and provides instructions as recommended based on MLH guidelines.
* Notifies Associates if they are clear to return to work or advises on further actions.
* Prepares and sends certified letters to patients unable to contact via traditional means regarding their test results.
* Serves as a resource for Associates and patients who believe they may have been exposed to COVID-19 or have symptoms consistent with COVID-19. This role serves to protect healthcare providers and patients from potential spread of the disease.
* Assists in teaching/training other new team members in performing the COVID resource functions.
* Effectively provides service recovery for patients; works to resolve the reported issue and address the concerns.
* Provides complete and accurate documentation of each phone call and follow-ups.

Physical Requirements

* The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
* Must have good balance and coordination.
* The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
* The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
* The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.