Telephone Triage Registered Nurse (Clinical Contact Center)

Quick Facts

• Role: Registered Nurse for Primary Care’s Daytime Clinical Contact Center

• Work mode: Onsite (not eligible for remote/telework)

• Hours: Monday–Friday, 8:00am–4:30pm (EST)

Description

Provide telephone-based care in a multi-disciplinary Clinical Contact Center for urgent and episodic needs, serving as a liaison between veterans and their providers in a virtual care environment. Use sound clinical judgment to assess symptoms, plan and deliver nursing interventions, document findings, and support patient education and self-management. Maintain professional composure during distress and/or high call volumes.

Responsibilities

• Interpret virtual care philosophy and operate within established guidelines

• Provide leadership in delivering and improving holistic care through collaborative strategies

• Triages symptom-based concerns using effective communication and customer service skills

• Assess and create a nursing diagnosis; formulate a plan, intervene, and evaluate during the call

• Complete initial assessments and reassessments; initiate follow-up and coordinate with licensed independent practitioners

• Provide clinical direction based on symptoms, past medical history, decision support tools, and urgency level

• Identify potential resource and/or safety problems and take action to avert or manage them

• Use telephone systems and computer applications; maintain appointment management and scheduling certification

• Perform Quality Management activities (identify problem areas and analyze findings for change)

Requirements

• U.S. citizenship (non-citizens only if VA cannot recruit qualified citizens)

• English proficiency (basic written and spoken)

• Graduate of an accredited professional nursing program (ACEN or CCNE) or qualifying equivalent education pathway

• Current, full, active, and unrestricted RN license in a U.S. state/territory/DC (or eligible Graduate Nurse Technician exception while pursuing licensure)

• Subject to background/security investigation and required VA onboarding processes

• Seasonal influenza vaccination requirement for VA Health Care Personnel

• Selective Service registration required for eligible males

• Ability to meet physical and mental/emotional fitness requirements, including pre-placement physical examination and lifting up to 50 lbs

Benefits

• Competitive salary with regular increases and potential performance awards

• 50 days of paid time off per year (annual leave, sick leave, and paid Federal holidays)

• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in VA contributions

• Federal health/vision/dental/term life/long-term care insurance options