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Registered Nurse- Clinical Contact Center

Veterans Health Administration | United States

Posted Date 4/06/2023
Description The incumbent serves as Registered Nurse in a VISN Clinical Contact Center (CCC) as part of an inter-professional healthcare team. This Registered Nurse position is located within the VISN 4. The program operates 24-hours a day, 7-days a week to provide veterans with professional nurse telephone triage, consultation and education. The Registered Nurse will assess, coordinate, facilitate and deliver nursing care for patients utilizing the nursing process and provides indirect nursing care.


VA offers a comprehensive total rewards package: VA Nurse Total Rewards

Duties include but are not limited to:
  • Receives patient/family calls concerning clinical aspects of patient care from all facilities located within VISN 4.
  • Evaluates the degree of urgency for each call based on established clinical protocols.
  • Determines the appropriate area for care and refers/schedules the patient (i.e. local Emergency Room or local VA Healthcare Center for deferred care and/or scheduling into a Same Day/Next Day appointment and or Tele Urgent Care (TUC)
  • Documents each call into the computer TRM/Clear Triage/CRPS system, including the results of each contact.
  • Electronically transmits the documentation of each telephone contact to the area of planned clinical care.
  • Provides health education to all callers as appropriate.
  • Refers appropriate patients to Pittsburgh Tele Urgent Care for a Video Connect appointment.
  • Assists the health care team with telephone triage protocol revision as needed.
  • Assumes a leadership role within the interdisciplinary team.
  • Collaborates with interdisciplinary team to assure positive patient outcomes.
  • Communicates care for high-risk, complex patients.
  • Coordinates patient care with other services and programs in the healthcare center, network facilities and/or the community.
  • Acts as a patient advocate
  • Contributes to mechanisms to track patient utilization and patterns such as call volume and disposition.
  • Supports research and quality improvement activities.
  • Demonstrates proficiency in practice based on conscious and deliberate planning. Self directed in goal setting for managing complex client situations.
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: This position is for WHEN hours- Steady night shift 1130pm-8am. But not limited to cover of other shifts that include all WHEN hours-evenings, nights, weekends and holidays. This department is operational 24/7 and coverage on weekends and holidays would also include day tour coverage of 730-4p, with evenings and nights. Along with swing shifts coverage 6a-2:30p, and 11a-7:30p on weekdays.
Compressed/Flexible: Not Available
Telework: Not Available
Virtual: This is a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not requiredApplicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:
  • United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
  • English Language Proficiency. In accordance with 38 U.S.C. 7402(d), 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 State-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). In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. OR The completion of coursework equivalent to a nursing degree in a MSN Bridge Program that qualifies for professional nursing registration constitutes the completion of an approved course of study of professional nursing. Students should submit the certificate of professional nursing to sit for the NCLEX to the VA along with a copy of the MSN transcript. (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.
  • 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.
Preferred Experience:
  1. Tour of Duty: This position potentially requires flexibility in schedule and assignments. Some positions may require rotation of tours or indefinite work on non-administrative tours as established by the immediate supervisor. ( see Other Factors.
  2. Registered Nurse with minimal of 5 years of current ICU/ER/ acute care experience: (or demonstrated extensive bedside nursing expertise to include a combination of specialty nursing care (for example-mental health, telephone triage care nursing and telemetry units)
  3. Triage disposition skills with current ICU/ER/Acute care background to meet this skill set.
  4. Recognition of Emergencies for Medical Surgical and Mental Health
  5. Technologically adept with documentation, decision support tools, and software application.
  6. Knowledge of VA grid and scheduling practices
  7. Requires complex critical thinking skills and use of nursing process.
  8. Skilled in interviewing, assessing, and directing patient care
  9. BSN
  10. Prior triage experience
  11. Exhibits exceptional customer service/ communication skills
  12. Exhibits strong clinical assessment abilities
  13. Ability to navigate TRM/Clear Triage software/TUC pathway

Grade Determinations: The following criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade:
  • Nurse I Level I - An Associate Degree (ADN) or Diploma in Nursing, with no additional nursing practice/experience required.
  • Nurse I Level II - An ADN or Diploma in Nursing and approximately 1 year of nursing practice/experience; OR an ADN or Diploma in Nursing and a bachelor's degree in a related field with no additional nursing practice/experience; OR a Bachelor's of Science in Nursing (BSN) with no additional nursing practice/experience.
  • Nurse I Level III - An ADN or Diploma in Nursing and approximately 2-3 years of nursing practice/experience; OR an ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 1-2 years of nursing practice/experience; OR a BSN with approximately 1-2 years of nursing practice/experience; OR a Master's degree in nursing (MSN) or related field with a BSN and no additional nursing practice/experience.
  • Nurse II - A BSN with approximately 2-3 years of nursing practice/experience; OR ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 2-3 years of nursing practice/experience; OR a Master's degree in nursing or related field with a BSN and approximately 1-2 years of nursing practice/experience; OR a Doctoral degree in nursing or meets basic requirements for appointment and has doctoral degree in a related field with no additional nursing practice/experience required.
  • Nurse III - Master's degree in nursing or related field with BSN and approximately 2-3 years of nursing practice/experience; OR a Doctoral degree and approximately 2-3 years of nursing practice/experience.
Note regarding MSN degrees: If your MSN was obtained via a Bridge Program that qualifies for professional nursing registration, a BSN is not required.

Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office.

Physical Requirements:
Opportunity Type
Job

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