The University of Kansas Hospital
Overland Park, KS, USA
The PAC Phone Triage Nurse is a professional registered nurse who has the authority, responsibility, and shift accountability for the delivery of nursing care using the nursing process. The Registered Nurse (RN) accepts accountability, applies competent clinical knowledge and uses independent and sound nursing judgment for care provided by self and directed by health care providers from whom care of the patient is delegated to achieve quality patient care outcomes. The RN also must possess the ability to assess and interpret patient data needed to identify each patient’s requirements relative to his or her age and health-specific needs.
Utilizes nursing process and practices within defined role and scope of practice. Competently performs essential job functions and follows Standard Work for department and role. Performs preliminary assessment of assigned patients through electronic medical record and/or outside record review as well as telephonic verbal patient assessment to determine appropriate pre-procedural interventions, patient education and/or additional evaluation or follow-up needed with the healthcare team, and documents interventions, decisions, rationale and patient disposition in the medical record. Competently completes medication reconciliation and provides appropriate and accurate preoperative patient medication instruction, utilizing pharmacology knowledge and approved guidelines as a resource. Additionally, utilizes assigned department pharmacists as resources for questions or concerns as needed. Evaluates unstable or complex patient care situations and facilitates appropriate interventions and/or call disposition. Demonstrates critical thinking competency including: intellectual ability, the ability to locate appropriate patient information in the electronic medical record, analysis of data/information, utilization of sound evidence and reasoning ability, appropriate depth and breadth of evaluation, recognition of changes in clinical status, clarity, accuracy, precision, consistency and relevance, setting priorities, and implementing appropriate clinical decisions in a patient-centered practice manner. Demonstrates appropriate use of expert peers, department medical and advanced practice anesthesia providers, and/or management as applicable and seeks assistance if needed. Reports findings and makes recommendations. Accepts accountability and uses independent nursing judgment for decisions and care provided by self and by healthcare providers to whom care is delegated. Demonstrates the appropriate use of standards, effective use of resources and evaluation of patient response in the delivery of patient care. Identifies the teaching and learning needs of patients, provides educational instruction to patients and/or family, evaluates the effectiveness of that teaching and documents the same in the medical record. Demonstrates appropriate telephonic communication skills including: establishing rapport, proper word choice, grammar and pronunciation, active listening and appropriate conversation, verbiage, reading level word choice and written materials for patients based on verbal language cues assessed telephonically to enhance patient understanding of information. Demonstrates effective use of redirection techniques with patients to keep conversations focused on patient needs and key assessments without offending, offering personal opinions or judgements. Demonstrates efficient call management and manages patient call volumes. Provides accurate documentation of patient calls as required by department. Demonstrates confident, caring and professional tone of voice in a clear and concise manner to meet patient needs. Ability to use humor effectively and diffuse anger with empathy and concern. Embraces and demonstrates a patient-centered, non-judgmental, culturally-competent care, and demonstrates respectful, empathetic tone and conversational skill in telephonic, electronic, non- face to face, as well as face to face communications with patients/family, peers and leadership. Complies with all departmental policies, procedures and/or guidelines for care of patients, including HIPAA guidelines, patient confidentiality, non-face to face communications, and others. Answers and appropriately responds to incoming patient and provider phone calls, messages, electronic messages, etc. and/or refers to appropriate department, provider or office as needed. *Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department. *Note: These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.
Required: Associate's Degree in Nursing or higher Will hire ADNs with experience with expectation to sign contract to complete their BSN within defined timeframe Registered nurse in the state (Kansas and/or Missouri) dependent upon work location required Preferred: Bachelor’s Degree in Nursing