Contact Center Nurse

Recovery Centers of America; Northern (KY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Recovery Centers of America in Kentucky seeks a Registered Nurse or Licensed Practical Nurse to review patient records with behavioral health needs and coordinate admissions and returns. You will work with the MC team, BDO teams, referents, and transport staff to ensure safe, timely placements into RCA care.

You will document thoroughly in Salesforce, respond to referents, and utilize Five9 for follow-up and direct contact.

Qualifications

• Bachelor’s degree in nursing or equivalent experience with an active state license.
• Minimum 2 years in behavioral healthcare; supervisory experience preferred.
• Knowledge of health care, detoxification, addiction, DSM terminology.
• Ability to document clearly and edit for spelling/grammar; strong communication.
• Proficient with Salesforce documentation and Five9 phone system.

Responsibilities

• Review clinical documentation from referents to determine RCA eligibility.
• Coordinate with treatment advisors, site leadership, and medical teams for admissions.
• Review Pre-Screens for flags and generate CMA with disposition.
• Gather data to form clinical decisions; respond to nursing questions in TEAMs.
• Document all patient information in Salesforce; maintain accurate records.
• Facilitate safe admission and return processes; ensure secure environment.

Skills

Nursing leadership

Clinical decision making

Communication skills

Team collaboration

Documentation & Salesforce

Problem solving

Education

Bachelor's Degree in Nursing

Active nursing license (state)

Tools

Salesforce

Five9

Microsoft Word/Excel/Outlook

Job description

POSITION OVERVIEW :

Registered Nurses/Licensed Practical Nursesrenderprofessional review ofpatients’ recordswith behavioral healthcare needs. Works closely with the MC team, BDO teams,referents,site personnel , transport department to facilitate safe , appropriate admission and return of patients into RCA care. Provides efficient and thorough documentation of review in Salesforce and in all communication with referents and the RCA team.

KEY RESPONSIBILITIES :

• Reviews all clinical documentation provided from referents to determine appropriateness for RCA LOC. Provides disposition with each subsequent review up to and including the final review.
• Works closely with treatment advisors, BDOs, site leadership and medical teams, to facilitate expeditious decisions for RCA admissions.
• Reviews Pre-Screens for any “flagged” concerns and creates CMAwith adisposition.
• Gathers all appropriate and requested data to form a clinical decision and disposition for a CMA.
• Responds to nursing questions in TEAMs and documents all information in Salesforce.
• Consults with medical and other behavioral healthcare staff in review of history and clinicals to determine appropriateness for admission or return from HLOC.
• Escalates cases to site medical or clinical teams, after review when further input is required by the site medical or psychiatric teams.
• Assistsinprovidinga safe and secure environmentadmission processfor staff and patients
• Utilizes Five-9 for follow up on all patients currently in the ER on aminimumof a3 -hr.cadence. Works with the hospital team, BDOs, transport staff to expedite safe patient return once cleared and approved.Documents all information in Salesforce and updates the appropriate email thread.
• Works with the RCA site team, BDO team and referents to facilitate patient transfer to appropriate level of care, if unable to return to RCA.
• Utilizes Five 9 for daily contact for all RCA patients currently admitted to HLOC. Works collaboratively with the hospital personnel,site leadership and medical teams to provide an expeditious , safe transition back into RCA care.
• Utilizes Five-9 for direct contact with referents. Remains LIVE on Five9 as assigned to accept IB calls throughout their shift.
• Documents all patient informationin Salesforce .
• Maintains accurate data collection as established for the department.
• Maintains accurate records and documentation of patienttreatments, immunizations, and laboratoryinformationaccording to standard medical recordkeeping.
• Sends written approval of admissions, returns from HLOC to the appropriate established email chain with all clinical documentation and records obtained.
• Provides courteous,high-qualityservice to patients, families, colleagues, and referentsby responding to requestsfor patient history, review of clinical data and maintaining a collaborative approach with all disciplines.

SKILLS AND EDUCATION :

• Bachelor's Degree in Nursing , or the equivalent combination of education and experience
• Up to date and active nursing license in the state where this individual is delivering care
• 2 years of experience in behavioral healthcare, addiction services or five years of supervisory experience is preferred.
• Knowledgeof health care, detoxification process, addiction, co-occurring disorders and DSM criteria and terminology.
• Ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar.
• Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification responds well to questions; demonstrates group presentation skills; and participates in meetings.
• Working knowledge of Microsoft Word, Excel, and Outlook; thorough knowledge of facility proprietary systems.
• Ability to understand with appropriate training Salesforce documentation and operation of the Five9 phone system.

Integrity : Upholds personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs and abilities of individuals.

Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current , is in command of critical issues.

Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others , has good listening skills.

Problem Solving : Identifies problems, involves others in seeking solutions, conducts appropriateanalysis , searches for best solutions; responds quickly to new challenges

Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions and take action consistently with available facts, constraints, and anticipated consequences.

Collaboration: Nursing professionals must be able to work in collaboration with other health professionals and leaders from other disciplines.

WORK ENVIRONMENT : This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS : While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

TRAVEL: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.

Non-Discrimination Statement:

It is thepolicyof Recovery Centers of America (RCA) to ensure equal employment opportunity without discriminationor harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law.

State Specific Responsibilities :

Follows organizational cybersecurity policies, including acceptable use, password management, and multi-factor authentication requirements. Immediately reports suspected security incidents, unauthorized access, or data breaches in accordance with company policy and regulatory requirements. Maintains strict confidentiality of PHI and adheres to the principle of least privilege, accessing only the minimum necessary data required to perform job functions.

Shift Hours

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