Registered Nurse, Insted Clinical Resource Center (Per Diem)

instED provides on-demand, urgent care in the home for medically complex patients. The RN, instED Clinical Resource Center will receive referrals for services, conduct intake assessments, provide triage to ensure referrals are clinically appropriate, initiate deployment of paramedics, assign a physician from the Virtual Medical Control Department, track lab results, and respond clinical questions related to referrals and services. . The InstED RN will engage telephonically with patients, clinicians, and care partners. who call with urgent clinical needs for a medically diverse group of patients across the continuum of care.

Supervision Exercised: None

• Deliver competent, safe, compassionate and invdidualized nursing/triage care for patients with complex medical histories
• Intake
• Triage per instED triage guidelines and protocols, assessing patients and applying solid decision-making to achieve highest patient outcomes
• Obtain comprehensive data collection electronically and/or via telephone from referring provider or patient directly
• Ensure complete and accurate information for the visit request
• Receive referrals for an instED visit, both electronically and telephonically, from both clinicians and from patients directly

• For non-emergent situations, identify the appropriate resource (e.g. telephonic intervention vs. paramedic home visit)
• Provide clinical care to members via telehealth technologies (video, chat, etc.) for a clinically appropriate clinical care and care management services.
• Ensure Closed-loop Communication and appropriate next-step teaching has occurred with patient and or family
• Develop a plan with instED team to identify strategies to attain expected outcomes
• Follow-up
  • Communicate with patients and care partners to assess status and determination of follow-up treatment plan. Follow-up Treatment plan will be based on instED protocols, and vary depending on services required during encounter. Follow-up services may include, but are not limited to, follow-up call by Provider, Tele-health re-visit, PCP evaluation, re-deployment of paramedic or other clinical provider, and extensive phone teaching with return-demo or teach-back to ensure understanding
  • Ensure Closed-loop Communication and appropriate next-step teaching has occurred with patient and or family
  • Provide Follow-up and Encounter Summary with referring provider and Primary Care Provider
  • Assess Patient Satisfaction to determine Net Promoter Score
  • Complete appropriate documentation in real time
• Assess Patient Satisfaction to determine Net Promoter Score
• Triage
  • Make clinically-appropriate recommendations for action/interventions
  • Triage and prioritize referrals for acuity and sequencing of visits
  • Identify emergent situations and effectively dispatch appropriate services
  • For non-emergent situations, identify the appropriate resource (e.g. telephonic intervention vs. paramedic home visit)
  • Systematically collect comprehensive and focused data related to health needs pertinent to intake call
  • Analyze assessment data to identify and determine expected outcomes
  • Develop a plan with instED team to identify strategies to attain expected outcomes
  • Exercise sound clinical judgment, along with excellent working knowledge of instED, to appropriately disperse accurate level of resources needed for achieving best patient outcomes
• Identify emergent situations and effectively dispatch appropriate services
• Make clinically-appropriate recommendations for action/interventions
• Complete appropriate documentation in real time
• Demonstrate strong focus on patient experience, with commitment to service excellence from intake through discharge
• Communicate with paramedic partners to deploy visits to appropriate partner in a timely manner
• Communicate with patients and care partners to assess status and determination of follow-up treatment plan. Follow-up Treatment plan will be based on instED protocols, and vary depending on services required during encounter. Follow-up services may include, but are not limited to, follow-up call by Provider, Tele-health re-visit, PCP evaluation, re-deployment of paramedic or other clinical provider, and extensive phone teaching with return-demo or teach-back to ensure understanding
• Analyze assessment data to identify and determine expected outcomes
• Systematically collect comprehensive and focused data related to health needs pertinent to intake call
• Exercise sound clinical judgment, along with excellent working knowledge of instED, to appropriately disperse accurate level of resources needed for achieving best patient outcomes
• Deployment
  • Communicate with paramedic partners to deploy visits to appropriate partner in a timely manner
• Provide Follow-up and Encounter Summary with referring provider and Primary Care Provider
• Triage and prioritize referrals for acuity and sequencing of visits

Secondary responsibilities:

Quality Assurance

o Work with the instED team to develop metrics and standards for Quality Assurance within the Clinical Resource Center

o Actively partner with instED team, sharing unified vision of excellence in care, while reducing non-emergent medical needs that can be managed in the home or alternative ED setting.

o Participate in Quality Assurance activities in other areas within the instED delivery model

Ongoing Program Support

o Participate in the development and design of future iterations of the Clinical Resource Center

Working Conditions:

• Ability to work after-hours and on weekends preferred
• Evening, weekend, and holiday coverage is required ( Nursing coverage is needed 9 am to 10 pm seven days a week 365 days a year)
• Remote work environment

Education Required:

Licensing Required:

Experience Required:

• Experience working collaboratively as a team-player
• Triaging patients with complex medical histories across the lifespan
• 5+ years of relevant nursing experience

• Strong written and verbal communication skills
• Strong triage skills
• Willingness to learn best practice in delivering home-based and telehealth care
• Must be able to exhibit therapeutic communication that is patient-focused, empathetic, and free from bias
• Excited and comfortable with remote care delivery model and technology (i.e., telemedicine)
• Willing to learn and utilize telehealth technologies (video, chat, etc.), when appropriate, for a variety of clinical care and care management services

• Ability to work after-hours and on weekends preferred

• English

• Fluency in Spanish a plus