About UR Medicine Home Care

UR Medicine Home Care is an affiliate of the University of Rochester. Our Mission is to preserve and enhance the quality of life for the people and communities we serve by providing comprehensive, high quality health care at home, delivered with compassion and integrity.

About the Role

Department: Clinical Operations

Location(s) & Schedule Commitments: On-site in our main office. Full Time (40-hour work week), typically Monday – Friday, during standard office hours. * Exempt-level roles may be expected to adjust hours in order to effectively perform job functions.

Position Summary: The Clinical Support Triage RN serves as a primary resource and subject matter expert, who demonstrates extensive knowledge of the regulatory guidelines governing home health agencies, as well as provides daily support to field clinicians, enabling them to provide quality care in the home to URMHC patients. This position is also a liaison between medical providers, patients, caregivers, and employees. Responsibilities include providing timely and efficient triage and management of incoming communications (via phone, email or InBasket) from clinicians, medical providers, and patients/caregivers. Provides excellent customer service to internal and external customers, utilizing critical thinking to prioritize and facilitate resolutions that support patient care needs from appropriate agency staff and community resources.

Responsibilities

Essential Responsibilities Qualified individuals must be capable of performing the following essential duties and responsibilities, with or without reasonable accommodations:

• Serve as a liaison between URMHC and its external customers utilizing expected customer service standards, addressing external customer concerns and reporting events as appropriate.

• Phone triage patient related calls using clinical knowledge and judgment. Ensure problem resolution at point of contact to the maximum extent possible. Execute good decision making and set priorities.

• Receive communications (phone, email, InBasket) from field staff and medical providers regarding client care issues/orders. Enter orders as appropriate and update the plan of care, medication profile and schedule. Enter information regarding all communications into patient record in eRecord. Notify URMHC staff as appropriate to ensure proper coordination of care.

• Timely and efficient management of assigned InBasket pools and eRecord work queues.
• Serve as a resource to staff for agency policy and procedure.

Additional Responsibilities

• Accountable for systems thinking, teamwork and quality customer service.
• Participates in interdepartmental meetings, task forces, and groups projects as assigned or requested.
• Other duties as assigned.

• Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Expectations

Values: Perform all responsibilities in a manner that serves UR Medicine Home Care’s Mission and upholds the organization’s ICARE values of Integrity, Compassion, Accountability, Respect, and Excellence.

Safety: We expect our employees to follow all objectives for safe work performance and be responsible for their own actions and conduct. Our workers also play a significant role in the success or failure of our organization.

Qualifications

Education & Experience - Applicants must possess the following qualifications or an equivalent combination of education and experience:

• Education: Registered Nurse, Bachelors’ degree preferred
• Experience: Minimum of one-year experience in home health care.

Licensure, Certification, and/or Credential Requirements

• Valid NY Registered Nurse License
• Valid NY State Drivers License and reliable transportation

Knowledge, Skill, & Ability Requirements

• Ability to work with patients, families, and staff from diverse backgrounds.
• Outstanding interpersonal and communication skills both verbal and written.
• Excellent working knowledge of regulatory standards and reimbursement issues in home care.
• Ability to independently triage and problem solve across wide variety of clinical and non-clinical concerns, escalating to leadership when appropriate.

Physical Requirements Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement:

• Sit: Continuously
• Stand: Occasionally
• Walk: Occasionally
• Bend: Rarely
• Push: Rarely
• Pull: Rarely
• Kneel/Squat: Rarely
• Reach: Occasionally
• Twist: Occasionally
• Balance: Frequently
• Climb: Rarely