Advice Line Nurse - Colleague
Children's Healthcare of Atlanta
For Technical help, please refer to the Frequently Asked Questions page.An Advice Line Nurse provides pediatric telephone triage and serve as a pediatric resource to the Call Center customers following established protocols. Proactively supports the efforts that ensure delivery of safe patient care and services and promotes a safe environment at Children's. Works with the multidisciplinary team to assist in the organization and provision of health care services. To provide comprehensive nursing care to patients whose health care needs range from uncomplicated to highly complex. The scope of responsibility will encompass independent decision making, leadership skills, and projects to benefit the department in collaboration with the Call Center Leadership Team.
Technical Skills
- While clinical staff may serve a specific patient population, they have the potential to care for patients within the age population range served at Children's Healthcare of Atlanta. Clinical staff will have competencies that will incorporate age specific guidelines. This age population includes:
N = Neonate (less than 30 days)
I = Infant (30 days to 1 year)
EC = Early Childhood (1-5 years)
LC = Late Childhood (5-13 years)
A = Adolescent (13-17 years)
AD = Adult
- Accesses and follows policies and guidelines, including those specific to clinical care in relationship to telephone triage.
- Demonstrates fiscal responsibility and assists in development and implementation of cost saving strategies. Uses resources effectively to assist in maintaining budget.
- Supports and maintains quality standards including productivity, and appropriate disposition percentage. Supports and participates in the continuous assessment and improvement of the quality of care and services provided.
- Participates in maintaining and monitoring the work environment to ensure a continual state of Joint Commission readiness. Identifies and takes steps to resolve areas of non compliance in relation to regulatory agencies.
- Documents each call according to policy in computer database and through the appropriate protocol.
- Reads nursing research and evidence-based practice (EBP) articles as provided by unit leadership and questions care as it relates to EBP.
- Facilitates departmental function and growth.
Critical Thinking
- Provides accurate and consistent information to callers about pediatric illness, symptom management, growth and development, and parenting issues utilizing established protocols or approved references.
- Exhibits the nursing process and family centered model of care in interviewing callers, assessing chief complaints, effective problem-solving and decision-making skills.
- Recognizes existence of nursing practice trends and questions care as it relates to evidence based practice.
Interpersonal Relationships
- Provides advice to the licensed care giver that includes family/caregiver providing patient care and provides effective education appropriate for learning needs of patient and family.
- Provides ongoing family centered care to patients from newborn to 21 years of age incorporating the emotional, psychosocial, educational, and growth and developmental needs of the patient and family.
- Incorporates customer service skills in all interactions with internal and external customers and participates in implementing customer service improvement initiatives on an ongoing basis. Utilizes effective communication skills in providing care to patients and families.
- Resolves situations of conflict involving patients, families and staff and seeks appropriate resources when necessary.
- Appropriately communicates and demonstrates cohesive behavior among team members.
Leadership
- Demonstrates support of CHOICE and unit committees.
- Appropriately delegates tasks as needed.
- Supports unit goals.
- May serve as preceptor, mentor, or relief team leader. Charge responsibility includes the ability to make job related assignments, solve problems, handle customer complaints, etc.
- Seeks resources by actively consulting with interdisciplinary team.
MINIMUM QUALIFICATIONS:
- Registered Nurse with a current nursing license in the state of Georgia.
- Graduation from an approved Diploma or Associate’s degree program. A Bachelor’s degree is preferred.
- BLS certification is required within 30 days of hire
- A minimum of two years’ pediatric experience. Prefer five years’ experience in providing hands on care as a Registered Nurse.
- Pediatric telephone triage experience is preferred.
- Excellent telephone communication and documentation skills. Must have the ability to utilize discretion in providing information to the public.
- Must be comfortable using personal computer. Computer experience is preferred.
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