RN, Telehealth
Optum
Torrance, CA
Full-time
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Job Description
lls that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Performs comprehensive telephonic patient assessment, evaluation and advice while meeting production standards.
• Follows established clinical protocols/guidelines and provides appropriate patient instructions.
• Directs patient to appropriate levels of care based on assessment within Optum guidelines.
• Documents authorizations for vendors and/or outside services as appropriate.
• Instructs patients on procedural preparations.
• Provides health education to patients and their families.
• Documents and maintains records of telephonic interactions.
• Completes medical documentation of telephonic assessment and disposition in Telehealth Record.
• Notifies pharmacies of new prescriptions and authorizations of refills as ordered by the clinician or via pharmacy protocols.
• Acts as a lead nurse as assigned.
• Performs representative duties in the absence of a representative (see Patient Support Center Representative job description).
• Initiates and completes a CSR as appropriate.
• Completes documentation of end-of-shift report.
• Participates in quality monitoring process.
• Translates oral information into concise and accurate written documentation using standard medical guidelines and abbreviations.
• Manages own work queues.
• Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
• Demonstrates customer service-oriented behavior at all times.
• Acts as a mentor as requested by supervisor.
• Expedites emergency calls as needed.
• Accesses Language Line for non-English patients as needed.
• Attends regular staff meetings and seminars as scheduled.
• Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Performs additional duties as assigned.
____________________________________________________________________________________________________
EDUCATION:
• 1 or 2 years of post-high school education or a degree from a two-year college.
• Graduation from an accredited school of Nursing.
• Current California RN license.
• PALS certification within 6 months of hire.
• Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college preferred.
• Telehealth certification preferred.
• Basic Life Support for Healthcare providers (AHA) or CPR/AED for the Professional Rescuer (American Red Cross).
• Additional ACLS certifications preferred.
EXPERIENCE:
• Over 3 years and up to and including 5 years of experience.
• 1 year critical care or emergency room experience.
KNOWLEDGE, SKILLS, ABILITIES:
• Must pass Patient Support Center screening test.
• Computer literate.
• ACD telephone skills.
• Ability to type 25 wpm.
• Excellent verbal and written communication skills in standard English.
• Telephone etiquette.
• Ability to concurrently perform multiple tasks.
• Performs comprehensive telephonic patient assessment, evaluation and advice while meeting production standards.
• Follows established clinical protocols/guidelines and provides appropriate patient instructions.
• Directs patient to appropriate levels of care based on assessment within Optum guidelines.
• Documents authorizations for vendors and/or outside services as appropriate.
• Instructs patients on procedural preparations.
• Provides health education to patients and their families.
• Documents and maintains records of telephonic interactions.
• Completes medical documentation of telephonic assessment and disposition in Telehealth Record.
• Notifies pharmacies of new prescriptions and authorizations of refills as ordered by the clinician or via pharmacy protocols.
• Acts as a lead nurse as assigned.
• Performs representative duties in the absence of a representative (see Patient Support Center Representative job description).
• Initiates and completes a CSR as appropriate.
• Completes documentation of end-of-shift report.
• Participates in quality monitoring process.
• Translates oral information into concise and accurate written documentation using standard medical guidelines and abbreviations.
• Manages own work queues.
• Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
• Demonstrates customer service-oriented behavior at all times.
• Acts as a mentor as requested by supervisor.
• Expedites emergency calls as needed.
• Accesses Language Line for non-English patients as needed.
• Attends regular staff meetings and seminars as scheduled.
• Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.
• Performs additional duties as assigned.
____________________________________________________________________________________________________
EDUCATION:
• 1 or 2 years of post-high school education or a degree from a two-year college.
• Graduation from an accredited school of Nursing.
• Current California RN license.
• PALS certification within 6 months of hire.
• Bachelor’s degree from a four-year college and/or a professional certification requiring formal education beyond a two-year college preferred.
• Telehealth certification preferred.
• Basic Life Support for Healthcare providers (AHA) or CPR/AED for the Professional Rescuer (American Red Cross).
• Additional ACLS certifications preferred.
EXPERIENCE:
• Over 3 years and up to and including 5 years of experience.
• 1 year critical care or emergency room experience.
KNOWLEDGE, SKILLS, ABILITIES:
• Must pass Patient Support Center screening test.
• Computer literate.
• ACD telephone skills.
• Ability to type 25 wpm.
• Excellent verbal and written communication skills in standard English.
• Telephone etiquette.
• Ability to concurrently perform multiple tasks.
Qualifications
- • 1 or 2 years of post-high school education or a degree from a two-year college
- • Graduation from an accredited school of Nursing
- • Current California RN license
- • PALS certification within 6 months of hire
- • Basic Life Support for Healthcare providers (AHA) or CPR/AED for the Professional Rescuer (American Red Cross)
- • Over 3 years and up to and including 5 years of experience
- • 1 year critical care or emergency room experience
- • Must pass Patient Support Center screening test
- • Computer literate
- • ACD telephone skills
- • Ability to type 25 wpm
- • Excellent verbal and written communication skills in standard English
- • Telephone etiquette
- • Ability to concurrently perform multiple tasks
Benefits
Responsibilities
- • Responsible for providing moderately complex telephonic nursing assessment, evaluation and advice to patients through the use of established and approved telehealth protocols with physician oversight
- • Consistently exhibits behavior and communication skills that demonstrate Optum’s commitment to superior customer service, including quality, care and concern with each and every internal and external customer
- • Performs comprehensive telephonic patient assessment, evaluation and advice while meeting production standards
- • Follows established clinical protocols/guidelines and provides appropriate patient instructions
- • Directs patient to appropriate levels of care based on assessment within Optum guidelines
- • Documents authorizations for vendors and/or outside services as appropriate
- • Instructs patients on procedural preparations
- • Provides health education to patients and their families
- • Documents and maintains records of telephonic interactions
- • Completes medical documentation of telephonic assessment and disposition in Telehealth Record
- • Notifies pharmacies of new prescriptions and authorizations of refills as ordered by the clinician or via pharmacy protocols
- • Acts as a lead nurse as assigned
- • Performs representative duties in the absence of a representative (see Patient Support Center Representative job description)
- • Initiates and completes a CSR as appropriate
- • Completes documentation of end-of-shift report
- • Participates in quality monitoring process
- • Translates oral information into concise and accurate written documentation using standard medical guidelines and abbreviations
- • Manages own work queues
- • Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures
- • Demonstrates customer service-oriented behavior at all times
- • Acts as a mentor as requested by supervisor
- • Expedites emergency calls as needed
- • Accesses Language Line for non-English patients as needed
- • Attends regular staff meetings and seminars as scheduled
- • Uses, protects, and discloses Optum patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- • Performs additional duties as assigned