RN Office Based Telephone Triage | Full Time

Community Hospice; Jacksonville (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Community Hospice is seeking a full-time RN for Office Based Telephone Triage in Jacksonville, FL. You will be responsible for responding to caregiver calls, assessing needs, and providing instructions in alignment with care plans.

This in-office role requires a current RN license and experience in acute care or hospice. The position promotes effective communication and emotional support for patients and families, and it necessitates timely documentation of all interactions in the Electronic Medical Records.

Qualifications

• Current RN State of Florida Nursing license.
• Driver's license with acceptable driving record.
• Experience in acute care, oncology, or hospice preferred.

Responsibilities

• Process incoming calls for healthcare businesses.
• Assess patient needs effectively over the phone.
• Document all call encounters in EMR system.

Skills

Effective communication

Nursing assessment

Emotional intelligence

Education

Bachelor’s Degree in Nursing

Associate’s Nursing Degree

Job description

RN Office Based Telephone Triage | Full Time

4266 Sunbeam Rd, Jacksonville, FL 32257, USA

Job Description

Under the direction of the Triage/on‑call supervisor, the Telephone Triage RN responds to patient and/or caregiver needs via the telephone. The RN prioritizes and responds to calls received in a timely manner. S/he incorporates nursing skills and appropriate questions to accurately evaluate problems/needs and instruct the patient/caregiver in accordance with the plan of care. Schedules vary based on position.

• Work Location: In‑office position located at 4266 Sunbeam Road, Jacksonville FL. No work from home at this time.
• Days/Typical Work Shift Schedule: Full Time Position
  • Week 1: 38 hours: Tuesday, Thursday, Saturday, Sunday (weekend shifts are 9a‑7p)
  • Week 2: 26 hours: Tues, Wed, Thur
  • Weekday start times may vary between 5am and 2pm, based on shift availability and preferred schedule.

Job Responsibilities: Performs skilled nursing activities such as:

• Actively receive and process incoming calls for all lines of healthcare businesses.
• Incorporates nursing skills, communication skills, and emotional intelligence to effectively assess problems/needs.
• Completes telephonic or virtual assessment of patient for effective symptom management.
• Collaborates with patient, family/caregiver, and practitioner regarding goals of care and changes in treatment plan.
• Provides information and education regarding disease progression and anticipated needs at end of life.
• Provides instruction to the patient/care giver in accordance with the plan of care or changes in plan of care.
• Provides appropriate emotional support during all conversations with patients/caregivers.
• Conducts follow up and collaboration calls as needs arise or as requested by the team.

Communicates and coordinates as follows:

• Provides change of status updates to supervisor (such as ER visit disposition or death) per protocol.
• Calls physician or APRN as necessary for change in plan of care.
• Collaborates with supervisor or Interdisciplinary Group (IDG) team to determine appropriate discipline to respond to call and/or visit need.
• Arranges for medications and supplies based on urgency, per policy.
• Communicates with staff, physicians, community resources, and vendors providing accurate information regarding patient’s needs/problems.
• Documents all phone call encounters with patients/caregivers in the Electronic Medical Records system (EMR) in a timely manner per CHPC protocol.
• Leaves accurate and detailed report, per protocol, to IDG team members, after all calls including death calls, per protocol.

Participates in total agency program:

• Promotes agency image within the community; displays courtesy, tact, and patience within the organization and during community interactions.
• Demonstrates appropriate dress and grooming; maintains a good attendance record; notifies agency of absences according to policy.
• Uses chain of command for problem solving; attends staff meetings on a regular basis.
• Uses supplies and equipment appropriately in a cost‑effective manner.
• Participates in agency quality assurance and complies with Compliance Program.
• Other duties as assigned.

Required Licenses/Certifications

• RN State of Florida Nursing license, current
• Driver's license State of Florida, with a driving record acceptable to Community Hospice insurance carrier.

Education/Experience: Any combination of education and experience that would provide required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• Bachelor’s Degree in Nursing, Associate’s Nursing Degree or degree from a diploma nursing program
• Acute care setting, oncology, home health setting, and/or hospice experience desired, two years minimum preferred
• Principles and practices of nursing.

Community Hospice & Palliative Care, including all of its subsidiaries and affiliated companies, is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA), as amended. We provide reasonable accommodations to qualified individuals with disabilities to ensure equal access to employment opportunities and the ability to perform the essential functions of a position. If you require an accommodation to complete the application process, interview, or perform the essential functions of a role, please contact Human Resources at [e-mail].

We participate in E‑Verify to confirm the employment eligibility of all newly hired employees.

Where applicable, and as required by law, employment with Community Hospice & Palliative Care may be contingent upon successful completion of a background screening initiated by the organization through the Florida Agency for Health Care Administration (AHCA) Background Screening Clearinghouse. More information about the Clearinghouse, including positions that require screening, can be found here: https://info.flclearinghouse.com.