Feb 18, 2020

Registered Nurse (RN) Centralized Call Center Afterhours

  • The Denver Hospice
  • Denver, CO, USA

Job Description


Responsible for answering after-hour calls in an effort to facilitate caller access to appropriate level of care. The RN-CCC functions as a resource and provides support across all affiliates.


Reports to Clinical Manager of the Centralized Call Center or Director of Clinical Services


Responds to incoming calls in a timely, professional manner and triages (as appropriate) to address and/or support the needs of the caller.

Coordinates and collaborates with providers, the medical directors, nurses, social workers, chaplains and other professionals to evaluate and address patient needs

The RN-CCC assesses needs, offers clinical options, as well as referrals, to health care providers, services and community resources using telephone and information system technologies.

Promotes wellness and informed decisions by providing general health information, home care advice and/or prevention concepts.

Telephonically provides skilled nursing coordination of care to patient/family/facility as determined by plan of care (POC).

Reviews care plan with patient/family and communicates with attending provider for medication and supply ordering. Provides nursing support based on patient/family goals to achieve life closure. Modifies care plan as necessary.

Utilizes sound nursing judgement and strong assessment skills to perform complex telephone interview and triaging as appropriate.

Other duties and responsibilities as assigned.


Supports the mission and values of hospice and palliative care.

Provides patient care (neonates to geriatrics) as determined by the Plan of Care (POC) and in accordance with discipline. Utilizes critical thinking skills, education, mentoring, guidance and interventions to achieve goals of care on the phone.

Understands the correlation between excellent patient care and the results of Hospice Item Set, CAHPS and other publicly-reported industry and/or accreditation quality benchmark programs.

Treats patients, family members and other clients with concern and empathy; respects their confidentiality and communicates in a courteous and respectful manner. Maintains and respects professional and personal boundaries. Adheres to HIPAA regulations, and maintains confidentiality of all patients and families.

Performs job duties within the standards of practice framework.

Has proficient nursing skills and pain management knowledge, as well as principles of pharmacology including, medication dosages, calculations, interactions and side effects.

Works independently with minimum direction, anticipates and organizes workflow, prioritizes and follows through on responsibilities.

Attends team meetings and in-services on a regular basis. Participates in continuing education and professional development courses, to include annual education requirements as assigned to the discipline.

Works in a high volume environment with rapidly changing priorities. Able to cope with crises with professionalism and maturity.

Understands the importance of providing accurate and timely point-of-care documentation in Electronic Medical Record (EMR). Uses, clear concise and professional written and verbal communication.

Possesses knowledge of necessary computer systems including Microsoft Office, Outlook and agency electronic medical records (EMR).

Promotes a holistic approach to patient care.

Cooperates with all co-workers; demonstrates flexibility to perform other duties as assigned.


Minimum Education: Graduate of an accredited school of nursing. BSN preferred.

Minimum Experience: 1-2 years of experience in hospice/palliative care, medical/surgical, public health, oncology, acute care or home health.

Required License: Current Colorado RN license. Valid Colorado state driver license and proof of auto insurance.

CPR certification (for Pathways, The Denver Hospice and Pikes Peak affiliates)


Ability to lift minimum of 50 lbs.

Lifts, positions, pushes, and/or transfers patients

Prolonged, extensive or considerable standing/walking/sitting

Prolonged, extensive telephone interaction

Manual dexterity and mobility

Visual and auditory acuity


May be exposed to infections and contagious diseases

Regularly exposed to risk of blood borne diseases

Occasional exposure to radiation hazards

Subject to varying and unpredictable situations

Occasional exposure to unpleasant patient or elements (sound, behavior)

May perform emergency care via telephone

Able to maintain job performance in emergency or crisis situation