The Telephonic Critical Support Nurse supports a busy 24/7 clinical call center, responding to a wide variety of incoming calls from patients, clinicians, referral sources, and hospitals. The team provides support for chronic therapies, including Home Infusion Therapy, and handles after-hour calls for all divisions of Accredo Health Group Specialty Pharmacies.
Key Responsibilities
- Triage incoming calls from patients, clinicians, hospitals, and other sources. Intervene to address life-threatening medication interruptions.
- Guide patients, caregivers, and clinicians through assessment of potential disruptions in medication administration, including pump malfunction, central line problems, and patient error.
- Troubleshoot issues with infusion devices, answer infusion access questions, and provide therapy support.
- Coordinate communication between patients, caregivers, pharmacists, nurses, hospital staff, and physicians.
- Ensure timely provision of products and supplies.
- Contact appropriate personnel as needed and document transactions in patients' electronic charts.
- Maintain up-to-date knowledge of all services, products, and resources provided by Accredo, incorporating new product and service information.
- Identify trends and needs within the scope of customer/client contact.
Qualifications
- Registered Nurse (RN) with multistate license in good standing, with ability to obtain licensure in all 50 states.
- Valid RN license in state of primary residence. Compact license required.
- Bachelor of Nursing degree (BSN) preferred.
- Minimum of 5 years of relevant RN experience in critical care or home infusion.
- Ability to work the shifts listed above.
- Proficiency with Microsoft Office software (Outlook, Word, Excel, PowerPoint, OneNote).
- Understanding of legal and regulatory issues.
- Ability to compile data and statistics.
- Strong customer service focus and ability to counsel patients.
- Ability to develop and maintain a cross-section of networks.
- Strong oral and written communication and organizational skills.
Schedule Information
- Shift will be four 10 hour days. Schedule will vary.
- Days off will vary week-to-week
- Must be flexible to work adjusted hours for team PTO coverage
- Evening, overnight, and weekend shifts include a shift differential
- All shifts include every third weekend and some holidays
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an hourly rate of 33 - 56 USD / hourly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus plan.