Position Description

RN-Discharge Call Nurse, Nursing Administration Unit, ID# 3959
Location Valley Presbyterian Hospital
Department Nursing Administration Unit
Shift 8 Hour- Days
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Employment Status:
Full Time (72-80 Hours Per Pay Period)
Job Category:
Nursing

JOB SUMMARY:  

  • The role of the Post Discharge Call Nurse is to contact discharged patients with a focus on the identification of any post discharge needs that may exist.  The intention of the post discharge call is to ensure that the discharged patient has everything needed to recover safely in the home setting, to identify any complications/issues that the discharged patient may be experiencing, and to ensure that appropriate follow-up appointments are scheduled and that prescriptions that have been given to the patient at discharge have been filled.  Discharge phone calls are performed in accordance with the standards, policies, and practices of Valley Presbyterian Hospital.  This service furthers the mission of Valley Presbyterian Hospital (VPH), which is to provide high quality, cost effective healthcare for the people in the communities we serve.

EXPERIENCE/QUALIFICATIONS:

  • Minimum four (4) years acute hospital care experience.
  • Bilingual in Spanish preferred
  • Strong computer skills.
  • Strong customer service focus and excellent time management skills.
  • Possess excellent verbal and written communication skills.
  • Ability to work independently.
  • Ability to maintain strict confidentiality at all times including adherence to VPH HIPAA policy and procedures.

EDUCATION:

  • BSN Required

LICENSURES/CERTIFICATION:

  • Licensed as a Registered Nurse with a current valid license in the state of California
  • Must successfully complete and maintain LA City Fire Card certification at the time of hire or within the first 30 days of employment

DUTIES AND RESPONSIBILITIES (These are the essential job functions for this position. The essential functions of this job include, but may not be limited to those listed in this job description. Employees hired for this position must be able to perform the essential function of this job without imposing significant risk of substantial harm to the health or safety of themselves or others):

  1. Performs discharge follow-up calls on all inpatients within 24-48 hours of discharge.
  2. Document each call with all pertinent information along with interventions and/or advice given to patient.
  3. Refer appropriate clinical care providers such as case management, managers/director of the unit/area of where the patient was discharged or their physician as applicable.
  4. Forwards any discharge phone call response that include:
    1. Positive recognition opportunities, or
    2. Dissatisfaction to appropriate management ASAP.
    3. Perform any service recovery as soon as possible to appropriate impacted individuals.
  5. Demonstrates professional judgment and sensitivity for the patient and family.
  6. Provide a calming phone setting to allow patients to provide feedback without feeling intimidated or retaliated against.
  7. Demonstrates positive customer service/satisfaction techniques with patients and families during discharge call.
  8. Maintains self-responsibility for licensure and hospital-required programs; ensures documentation in competency file.  
  9. Performs follow-up/reminder calls are made for all hospitalist patients 48 hours after discharge:
    1. One (1) week after discharge.
    2. Weekly for the next thirty (30) days after discharge.
  10. Must comply with all standards of behavior.
  11. Adhere to all requirements, policies, procedures, and mandatory training as identified by Valley Presbyterian Hospital.

The following job accountabilities are not unique to this particular job but are common to all jobs at VPH:

Complies with VPH policies and procedures on customer satisfaction and service excellence.  Demonstrates professionalism and cultural sensitivity in coordinating activities and communicating with all customers, peers, and the community at large.  Conducts self in a professional, respectful and courteous manner during all interactions.  Works effectively and collaboratively with others toward common goals.

Communicates accurately, honestly, supportively and in a timely manner with department and interdepartmental team members.  Demonstrates effective business writing and oral communication skills, handwriting is clear and legible.

Participates in operational aspects of the department, and maintains/participates in performance improvement activities within the department.

Participates in all departmental specific training, Environment of Care (injury/illness prevention, fire/life safety, hazardous materials, emergency preparedness, utilities management, medical equipment management, safety and security management), infection control (standard precautions, TB Exposure Control Plan, Bloodborne Pathogen Exposure Control Plan).

Demonstrates knowledge of and follows safety practices.  Understands the importance of safety, including patient safety in the work place.  Maintains a safe environment for self and others.

Actively participates in the Patient Safety Program, including event reporting.  Identifies sentinel events/near misses and responds per defined organization processes.  Participates in education activities and process implementation.  Demonstrates advocacy for the patient/customer and appropriately acknowledges patients, customers and visitors.

The above statements reflect the essential functions considered necessary to describe the principle content of the job. They are not intended to be a complete statement of all work requirements or duties that may be inherent in the job.

WORK ENVIRONMENT:

  1. Primarily an inside building/office environment, well lighted and ventilated, which may consist of multiple treatment and/or work sites.

  2. Fast and continuous work pace with variable workload.

  3. Frequent contact with staff and public under a variety of circumstances.Requires ability to communicate clearly (in English) verbally and in writing for effective communication with other staff members, physicians, vendors, community members, patients and patient families, employees and applicants of all socio-economic levels from a diverse cultural and ethnic population.

  4. Subject to many interruptions from multiple calls and inquiries and potentially emotional situations involving accidents, injuries, illness and/or death.

  5. Handles emergency/crisis situations in accordance with Hospital policy.

  6. Answers phones or pages; may carry a beeper/pager, and/or use a two-way radio.

  7. Occasional travel may be required.

  8. Potential risk of exposure to hazards from chemicals (toxic and non-toxic), flammable materials, gas or electrical or radiant energy or equipment with/without moving parts.

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