In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA’s Agencies/Divisions/Services, and as such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.
Reporting to the Team Manager, the telenurse is responsible for providing safe, competent and ethical telehealth nursing in accordance with HLBC mission, strategic plan, legislative requirements, operational policies and clinical guidelines. Adhering to the College of Registered Nurses of BC standards and other best practice approaches, the telenurse competently applies the nursing process of assessment, planning, implementing, evaluating and documenting care to contact centre clients. Using a variety of specialized communications and information technologies, telenursing activities focus upon enhancing clients’ ability to improve their health and make sound health care decisions.
Duties/Accountabilities:
1. Responds to or initiates telephone calls from callers, or their designates, utilizing customer service and therapeutic communication skills.
2. Recommends additional resources, acquisitions and activities to enhance the telehealth nursing practice and client care.
3. Receives, documents and forwards compliments and complaints from callers or others to support quality improvement/risk management activities, service and program evaluation; contributes to incident investigation as requested.
4. Maintains current clinical knowledge in prevention & wellness promotion, health risk assessment, self-care management, and chronic disease management and consumer health education and any other programs or resources that support caller’s needs for triage, health education and referral.
5. Competently applies knowledge; promotes an integrated self-care health program and practices shared decision-making with callers.
6. Collaborates with other professionals in providing telehealth care by making appropriate referrals to dietitians, pharmacists and other services.
7. Monitors call flow and contributes to achieving service targets and maintaining standards of care. Contributes to the service evaluation by collecting designated statistics; makes recommendations for changes or enhancement to technology, navigation or resource acquisitions.
8. Communicates operational or resource changes as necessary and escalates operational or technical issues using appropriate reporting and communication mechanisms.
9. Contributes to quality improvement and risk management programs according to policy and other directives, including incident investigations and follow-up, service and care evaluation.
10. Adheres to HLBC policy in particular those related to privacy, confidentiality, security, informed consent and program copyright. Informs supervisor or manager when a break in practice has occurred.
11. Assumes primary responsibility for maintaining competence, fitness to practice and acquiring evidence-based knowledge and skills for professional nursing practice. Participates in continuing education regarding changes in clinical practice, legislation and regulations, and advances in information/technology.
12. Contributes to committee work, case conferences or other meetings as required.
13. Performs other related duties as assigned.
Qualifications:
Education, Training and Experience
- Graduation from an approved School of Nursing with current practicing registration as an RN with the British Columbia College of Nursing Professionals (BCCNP).
- Minimum three (3) years recent related experience in acute care, community health, public health or continuing care.
- Ability to work in a fast paced, multi-faceted contact centre environment.
- Ability to communicate efficiently and effectively both verbally and in writing.
- Demonstrated listening skills.
- Ability to keyboard a minimum of 30 wpm.
- Demonstrated computer skills and experience with relevant software such as MS Word and contact centre applications.
- Ability to operate related equipment.
- Ability to teach.
- Ability to work as a member of a team.
- Ability to work in a highly monitored work environment
- Demonstrated analytical and problem-solving skills.
- Ability to prioritize and organize work.
- Physical ability to perform the duties of the position.
- Service Orientation
- Results Focused
- Problem Solving and Judgment