Staff Nurse - Integrated Call Center (60%)

The Integrate Call Center is seeking a Staff Nurse at 60% time. This position will include evenings and nights, weekend and holiday rotation. The Staff Nurse provides support via telephone and electronic communication forums to UI Healthcare patients, referring entities and business partners. Nurses within the Integrated Call Center utilize the nursing process to provide education and care for individual patients or defined patient populations via the telephone. Telehealth nursing practice involves providing guidance to clients who call regarding health problems or symptoms which concern them. The advice, given by the triage nurse, may include coming into the hospital or a clinic, remaining at home and observing the symptoms, or following a treatment regimen. Integrated Call Center nurses utilize their clinical judgment skills in conjunction with established protocols (via a computerized decision support systems) to enable, educate, and encourage people to improve their health and make appropriate use of medical care.

• This position is eligible to participate in hybrid work. Hybrid work must be performed at a location within the state of Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

• Assumes accountability for advice provided to callers
• Assumes responsibility for service provided by self and other staff members under the nurse’s direction
• Evaluates the quality of nursing care provided by other staff members
• Participates in the development of unit, division, department, hospital policies, procedures, and protocols
• Contributes to the solutions of staffing issues
• Participates in projects/committees for enhanced functioning of the unit and supports department level decision-making
• Participates in ongoing strategic planning process
• Participates in the development and implementation of computer applications
• Provides recognition and support for colleagues
• Represents the interests of the University and of unit leadership in the use of resources to meet service and productivity demands within unit goals and budgets; strives to promote continual process and quality improvement
• Contributes to cost containment strategies in unit
• Maintains knowledge of Standards of Care and other regulatory compliances
• Consistently makes sound judgments after gathering factual, objective information
• Demonstrates tolerance for change
• Incorporates the principles of Service Excellence to ensure positive patient/customer relations
• Maintain knowledge of Telehealth Nursing Practice Administration and Practice Standards
• Develops and maintains knowledge of the full range of UI faculty, staff, and services offered by the University of Iowa Health Care
• Keep current with nursing and health care knowledge base and to pursue further enhancements of job-related knowledge
• Builds and sustains relationships and develops collaborative working relationships
• Maintains competency in age appropriate communications skills for all age groups.
• Maintains interpersonal relationships and communications with caller that exemplifies the highest level of guest relations with an unfailing courteous and helpful approach without regard to the caller’s manner
• Responds efficiently and effectively to requests from internal and external customers, assessing the need, prioritizing the request, offering appropriate alternatives, and connecting them with the appropriate resource or handling the request if the information is within the scope of the Call Center
• Offers constructive feedback and solutions to problems
• Ensures that information is documented and recorded per departmental procedures
• Monitors calls appropriately to assure that appropriate individuals are notified, information is communicated, and resources are arranged
• Remains calm and constructive in conflict situations
• Develops, and implements, patient/family teaching plan based on identified health education needs and the condition and age of the patient
• Evaluates and documents effectiveness of patient/family teaching through follow up telephone calls
• Participates in the orientation of new nursing staff and the ongoing education of nursing personnel, as directed by the Director or designee
• Collaborates with unit nursing staff to develop/share best practices
• Invests in own continuous learning and skill enhancement