Registered Nurse-Clinical Contact Center

Veterans Health Administration, Department of Veterans Affairs; Fort Knox (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

Robley Rex VA Healthcare System is seeking a Registered Nurse for the Daytime Clinical Contact Center in Primary Care at the Fort Knox VA CBOC. This on-site role requires active English proficiency and state licensure, with potential bridge-program pathways for licensure.

The position emphasizes telephonic patient care within a virtual care system. Preferred candidates hold BSN or have ADN with substantial nursing experience, and must meet VA education and physical requirements.

Qualifications

• Active English proficiency for direct patient care.
• State nursing license in good standing (or eligibility via bridge program).
• BSN preferred or ADN with substantial nursing experience.

Responsibilities

• Provide telephone-based care and counseling to patients via virtual care system.
• Demonstrate expert communication and timely, appropriate guidance to patients and representatives.
• Serve as liaison between Veterans and providers for access to care in a virtual environment.
• Demonstrate autonomy and manage competing priorities in complex patient care.
• Comply with VA standards, including health requirements and safety protocols.

Skills

Telephone triage

Communication skills

Education

RN license

BSN preferred

Tools

EMR familiarity

Job description

Summary

The Robley Rex VA Healthcare System is actively recruiting for Registered Nurses for the Daytime Clinical Contact Center in Primary Care at the Fort Knox VA CBOC. This position is not eligible for remote (virtual) or telework.

Qualifications

Basic Requirements:

• English Language Proficiency
• In accordance with 38 U.S.C. 7403(f) - no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English
• Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE)
• OR Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program
• Upon achievement of a State license - the individual may be appointed on temporary basis and later converted to a permanent appointment upon successful completion and graduation from the bridge program
• (Reference VA Handbook 5005 - Appendix G6)
• OR In cases of graduates of foreign schools of professional nursing - possession of a current - full - active - and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing to warrant an appointment as a Nurse who has completed an associated degree/entry level Nursing education program
• Credit for foreign nursing education higher that associate degree/entry level requires a formal degree equivalency validation from a recognized equivalency evaluation accepted by VA such as International Consultants of Delaware (ICD)
• Current - full - active - and unrestricted registration as a graduate professional nurse in a State - Territory or Commonwealth (i.e. - Puerto Rico) of the United States - or the District of Columbia
• Graduate Nurse Technician (GNT) Exception: Candidates who otherwise meet the basic education requirements - but do not possess the required licensure - may be appointed at the entry step of the grade and level applicable to the completed nursing education as a GNT on a 120-day temporary appointment while actively pursuing licensure (may be extended up to two years on a case-by-case-basis.) NOTE: Grandfathering Provision - All persons currently employed in VHA in 0610 series and performing the duties as described in the qualification standard on the effective date of the standard (1/29/2024) are considered to have met all qualification requirements for the grade held including positive education and licensure/certification
• Grade Determinations: The following Scope - Education and Dimension criteria must be met in determining the grade assignment of candidates - and if appropriate - the level within a grade
• The Dimension requirements (Practice - Veteran/Patient Driven Care - Leadership - Professional Development and Evidence-Based Practice/Research) are detailed for each grade and level within the online assessment: https://apply.usastaffing.gov/ViewQuestionnaire/13076798
• Grade/Level Scope Education Nurse I - Level I Delivers fundamental - knowledge-based care to assigned clients while developing technical competencies
• An Associate Degree (ADN) or Diploma in Nursing - with no additional professional nursing required
• Nurse I - Level II Demonstrates integration of biopsychosocial concepts - cognitive skills and technically competent practice in providing care to clients with basic or complex
• An ADN or Diploma in Nursing AND 1 year of specialized nursing experience equivalent to Nurse I - Level 1 ;OR a Bachelor of Science in Nursing (BSN) with no additional professional nursing experience required
• Nurse I - Level III Demonstrates proficiency in practice based on conscious and deliberate planning
• Self-directed in goal setting for managing complex client situations
• An ADN or Diploma in Nursing AND 2 years of professional nursing experience in which one year is equivalent to Nurse I - Level 2
• OR a BSN and 1 year of professional nursing experience equivalent to the Nurse I - Level 2
• OR a Master's degree in nursing (MSN) and no additional professional nursing experience
• OR a Master's degree in a *related field with a BSN and no additional professional nursing experience
• Nurse II Demonstrates leadership in delivering and improving holistic care through collaborative strategies with others
• A BSN with 2 years of professional nursing equivalent to Nurse I - Level 3
• OR an MSN with one year of specialized nursing experience equivalent to Nurse I - Level 3
• OR a Master’s degree in a *related field with a BSN and one year of specialized nursing experience equivalent to Nurse I - Level 3
• OR a Doctoral degree in Nursing with no professional nursing experience
• OR a Doctoral degree in a *related field with a BSN with no professional nursing experience
• Nurse III Executes position responsibilities that demonstrate leadership - experience and creative approaches to management of complex client care beyond the immediate practice setting
• MSN and 2 years of specialized nursing experience - one of which is equivalent to Nurse II and meets all dimension requirements for Nurse III
• OR a Master's degree in *related field with BSN and two years of specialized nursing experience - one of which is equivalent to Nurse II and meets all dimension requirements for Nurse III
• OR a Doctoral degree in Nursing with and one year of specialized nursing experience equivalent to Nurse II and meets all dimension requirements for Nurse III
• OR a Doctoral degree in a *related field with a BSN and one year of specialized nursing experience equivalent to Nurse II and meets all dimension requirements for Nurse III
• *Note: Foreign education programs/degrees are not creditable as related degrees
• Preferred Experience: BSN preferred w/ minimum of 1-year ED or urgent care experience Previous experience in Clinical or Medical Call Center preferred Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• Physical Requirements: It is VA policy to ensure that all selected applicants and employed personnel are physically - mentally and emotionally fit to perform the duties of the position to which assigned
• A pre-placement physical examination is required for all fulltime - part-time and intermittent employees identified by VA Directive and Handbook 5019
• The pre-placement physical examination shall be completed prior to appointment to determine the physical and mental fitness for candidates for appointment in VA
• The examination will be concerned with the mental and physical ability of the applicant to satisfactorily perform the duties of the proposed assignment and will include requisite laboratory and other screening as required by Federal regulatory agencies
• This position requires visual acuity - keen hearing - clear distinctive speech - and manual dexterity
• This position requires potentially long periods of continued walking - standing - stooping - sitting - bending - pulling - and pushing
• This position requires that you are able to lift at least 50 lbs
• Transferring patients and objects may be required
• The incumbent may be exposed to infected patients and contaminated materials and may be required to don protective clothing in isolation situations or operative/invasive procedures
• The incumbent may occasionally be exposed to patients who are combative secondary to delirium - dementia - or psychiatric disorders
• The incumbent must be a mature - flexible - sensible individual capable of working effectively in stressful situations - able to shift priorities based on organizational needs
• Must complete annual Employee Health requirements - such as annual Influenza vaccination - TB screening or testing - as a condition of employment.

Duties

• The Louisville Daytime Primary Care Clinical Contact Center (CCC) Triage Registered Nurse (RN) provides telephone care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness - using appropriate nursing judgment and evaluation of human responses to actual or potential health problems
• The CCC RN role is complex - requiring flexibility - independent decision-making and collaboration
• The CCC RN is an expert communicator and provides timely - appropriate advice - and guidance to patients and their representatives who seek assistance with health care issues
• The CCC RN communicates through a structured process in which information is exchanged clearly and accurately among team members
• The CCC RN is self-directed in goal setting in complex situations and manages competing priorities while providing quality nursing care to a complex patient population through the care continuum
• In this position - employees demonstrate autonomy in delivering and improving holistic care through collaborative strategies - serving as the liaison between the Veteran and their provider(s) for access to care in a virtual environment for urgent and episodic care
• VA offers a comprehensive total rewards package: VA Nurse Total Rewards Pay: Competitive salary - regular salary increases - potential for performance awards Paid Time Off: 50 days of paid time off per year (26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Licensure: 1 full and unrestricted license from any US State or territory Work Schedule: Monday-Friday - 8:00am-4:30pm (EST) Remote: NOT REMOTE-ELIGIBLE AT THIS TIME Telework: NOT AT THIS TIME Virtual: This is not a virtual position
• Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Pay Schedule: NS95