Contact Center Nurse

POSITION OVERVIEW:    Registered Nurses/Licensed Practical Nurses render professional review of patients’ records with behavioral healthcare needs.  Works closely with the MC team, BDO teams, referents, site personnel, transport department to facilitate safe, appropriate admission and return of patients into RCA care. Provides efficient and thorough documentation of review in Salesforce and in all communication with referents and the RCA team.   

KEY RESPONSIBILITIES: 

• Reviews all clinical documentation provided from referents to determine appropriateness for RCA LOC. Provides disposition with each subsequent review up to and including the final review.   

• Works closely with treatment advisors, BDOs, site leadership and medical teams, to facilitate expeditious decisions for RCA admissions.  

• Reviews Pre-Screens for any “flagged” concerns and creates CMA with a disposition.  

• Gathers all appropriate and requested data to form a clinical decision and disposition for a CMA.   

• Responds to nursing questions in TEAMs and documents all information in Salesforce.  

• Consults with medical and other behavioral healthcare staff in review of history and clinicals to determine appropriateness for admission or return from HLOC.   

• Escalates cases to site medical or clinical teams, after review when further input is required by the site medical or psychiatric teams.  

• Assists in providing a safe and secure environment admission process for staff and patients  

• Utilizes Five-9 for follow up on all patients currently in the ER on a minimum of a 3-hr. cadence. Works with the hospital team, BDOs, transport staff to expedite safe patient return once cleared and approved. Documents all information in Salesforce and updates the appropriate email thread.  

• Works with the RCA site team, BDO team and referents to facilitate patient transfer to appropriate level of care, if unable to return to RCA.  

• Utilizes Five 9 for daily contact for all RCA patients currently admitted to HLOC. Works collaboratively with the hospital personnel, site leadership and medical teams to provide an expeditious, safe transition back into RCA care.  

• Utilizes Five-9 for direct contact with referents. Remains LIVE on Five9 as assigned to accept IB calls throughout their shift.  

• Documents all patient information in Salesforce. 

• Maintains accurate data collection as established for the department.   

• Maintains patient confidentiality.  

• Maintains accurate records and documentation of patient treatments, immunizations, and laboratory information according to standard medical recordkeeping.  

• Sends written approval of admissions, returns from HLOC to the appropriate established email chain with all clinical documentation and records obtained.   

• Provides courteous, high-quality service to patients, families, colleagues, and referents by responding to requests for patient history, review of clinical data and maintaining a collaborative approach with all disciplines.   

STATE SPECIFIC RESPONSIBILITIES (if applicable): 

SKILLS AND EDUCATION: 

• Bachelor's Degree in Nursing, or the equivalent combination of education and experience  

• Up to date and active nursing license in the state where this individual is delivering care  

• 2 years of experience in behavioral healthcare, addiction services or five years of supervisory experience is preferred.  

• Knowledge of health care, detoxification process, addiction, co-occurring disorders and DSM criteria and terminology.  

• Ability to read and interpret written information; write clearly and informatively; edits work for spelling and grammar.  

• Ability to speak clearly and persuasively in positive or negative situations; listens and gets clarification responds well to questions; demonstrates group presentation skills; and participates in meetings.  

• Working knowledge of Microsoft Word, Excel, and Outlook; thorough knowledge of facility proprietary systems.  

• Ability to understand with appropriate training Salesforce documentation and operation of the Five9 phone system.   

Competencies:  

Integrity:  Upholds personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs and abilities of individuals.  

Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.  

Communication: Communicates well both verbally and in writing, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills.    

Problem Solving: Identifies problems, involves others in seeking solutions, conducts appropriate analysis, searches for best solutions; responds quickly to new challenges  

Decision Making: Use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions; take action consistently with available facts, constraints, and anticipated consequences.  

Collaboration: Nursing professionals must be able to work in collaboration with other health professionals and leaders from other disciplines.  

WORK ENVIRONMENT:  This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. The noise level in the work environment is usually moderate.  

PHYSICAL DEMANDS:  While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus. 

TRAVEL: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected.  

Non-Discrimination Statement: 

It is the policy of Recovery Centers of America (RCA) to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law. 

State Specific Responsibilities: 

Follows organizational cybersecurity policies, including acceptable use, password management, and multi-factor authentication requirements. Immediately reports suspected security incidents, unauthorized access, or data breaches in accordance with company policy and regulatory requirements. Maintains strict confidentiality of PHI and adheres to the principle of least privilege, accessing only the minimum necessary data required to perform job functions.