Job Description

This nursing position serves as the Psychiatric providers’ clinical resource responsible for professional communications regarding patient care, response to clinical messages such as patient calls or web communications, and telephone triage. This position also works to ensure that patients are able to access services in accordance with quality guidelines.

ESSENTIAL JOB FUNCTIONS

• Manages calls to Psychiatric providers which require clinical knowledge; may address issues directly, generate a Telephone Encounter in eCW, or contact the psychiatric providers directly
• As a member of the BH health care team, functions in the role of patient advocate by being in the position of initial contact for patient-related issues
• Conducts telephone triage for patients of all OCHS psychiatric providers.
• Documents triage calls thoroughly and concisely so that provider and provider’s team understand the assessment and disposition
• Manages appropriate medication refill requests; evaluates status of request, last office visit, next office visit, any labs appropriate to the medication. Sets up prescription for provider’s review to send forward to pharmacy.
• Assures that pertinent medical information is forwarded to proper individuals for continuity of patient care.
• Documents in the electronic medical record the triage assessment, plan, implementation, evaluation, and follow-up.
• Performs excellent customer service and listens to caller’s concerns, promptly intervenes to solve problem to customer’s satisfaction, and communicates pertinent information to clinical staff.
• Manages time effectively and efficiently in order to meet the demands as a clinical resource.
• Performs other related duties as required or assigned
• May occasionally function as a primary care team RN in the Health Center setting in a back up capacity.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Mental Health Diagnostic Criteria
• Psychotropic Medications
• Community health center/ambulatory care environment
• Telephone-based clinical assessment techniques
• Basic knowledge of ACO relationships and expectations

Skills:

• Nursing assessment skills without visual inspection utilizing basic nursing theory
• Critical thinking skills necessary to assess, evaluate, draw accurate conclusions, and make decisions based on evidence reported
• Excellent communication and interpersonal skills; i.e., listening, oral and written English skills while conversing with patients, families, health professionals; ability to clearly communicate instructions
• Organizational skills necessary to effectively manage time and handle multiple priorities
• Use of electronic medical record to enter and retrieve information

Abilities:

• Demonstrated clinical competence
• Computer skills and electronic medical record knowledge
• Ability to elicit information needed to make brief and accurate evaluation
• Capacity to function independently within licensed scope of practice
• Must have ability to handle stressful emergency situations calmly and effectively

Core Competencies
Communication

• Oral/Written communication
• Customer orientation
• Patient Satisfaction

Interpersonal awareness

• Influencing others
• Building trust

Leadership

• Establishing focus

• Providing motivational support
• Empowering others
• Gaining voluntary compliance
• Coaching

Problem Solving

• Diagnostic information gathering
• Analytical thinking

Achieving Results

• Results orientation

• Thoroughness
• Problem solving
• Functional knowledge and skills

Self-Management

• Self-confidence
• Personal credibility
• Accountability and dependability
• Adaptability and flexibility
• Ethics and integrity
• Service
• Civility

Clinical Competencies
Designated clinical competencies will be assessed upon hire and on an annual basis. These competencies will include Patient Triage, Behavioral health assessment, and other competencies deemed appropriate to the position.
SUPERVISORY RESPONSIBILITY

• Work is performed under the administrative direction of the Director of Behavioral Health
• In addition, position must work closely with the all the psychiatric providers of all sites and with the CMO.
• Position is not responsible for supervision of any staff.

EDUCATION AND EXPERIENCE

• Successful completion of an accredited school of nursing and a current active R.N. license from the Massachusetts State Board of Registration required
• Minimum of three years professional nursing experience required, preferably a psychiatric setting
• Minimum of one year of telephone triage experience required, preferably in medical practice setting

LICENSES AND CERTIFICATIONS REQUIRED

• RN license from Massachusetts Board of Registration required
• BLS Certification required

PHYSICAL AND MENTAL JOB REQUIREMENTS

• Use of computers/monitors
• Physical Requirements

• Constant fine motor control
• Constant finger dexterity
• Frequent grasping/holding
• Frequent handwriting and typing
• Constant visual perception
• Constant hearing
• Frequent speaking

• Mental Requirements

• Make decisions that have an impact on the health and wellbeing of patients
• Communicate and exchange a variety of information
• Concentration and listening
• Learning/knowledge retention
• Analyzing/examining/testing data, information
• Emotional/behavioral self-regulation
• Interacting with others

WORK ENVIRONMENT
The functions of this role are conducted telephonically in an office environment. Occasional direct patient care in the Health Center.
HOURS OF WORK

• This role is paid on an hourly basis
• The usual hours of work are Monday-Friday, 8:30am-5:00pm

AAP/EEO Statement
Outer Cape Health Services is committed to a firm policy in favor of equal employment opportunity and will abide by all applicable state and federal regulations by not discriminating against any applicant or employee on the basis of race, religion, color, creed, sex, age, national origin, citizenship status, marital status, sexual orientation, gender identity and expression, disability or veteran status. Our commitment to equal employment opportunities shall include employment, upgrading, promotion, demotion, transfer, leaves or other absences from work, layoff, compensation and benefits, selection for training or other education, professional opportunities and conflict resolution.
It is also the policy of OCHS to take affirmative action to employ and to advance in employment, all persons regardless of their status as woman, minority or individuals with disabilities or protected veterans, and to base all employment decisions only on valid job requirements.
Please inform us of any necessary accommodations required during the application process and/or at any time during employment.

OTHER DUTIES AND RESPONSIBILITIES

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.