Telephone Triage Registered Nurse- Daytime Clinical Contact Center

The Robley Rex VA Healthcare System is actively recruiting for a Registered Nurse for Primary Care's Daytime Clinical Contact Center in Primary Care at the Fort Knox VA CBOC. The Registered Nurse assumes responsibility for the coordination of care focused on patient education, self-management, and customer satisfaction throughout the continuum of care.

CCC Triage Registered Nurse (RN) interprets the philosophy and goals of virtual care to others in the work setting, functions within established guidelines, and demonstrates the ability to work effectively and develop sound relationships with patients, their caregivers, and other professional and supportive personnel who provide patient care. In this position, employees demonstrate leadership in delivering and improving holistic care through collaborative strategies with others and serve as a member of the multi-disciplinary Clinical Contact Center program staff providing telephone care, serving as the liaison between the veteran and their provider(s) for access to care in a virtual environment for urgent and episodic care. Using sound clinical judgment in assessing, planning, implementing, documenting, and evaluating a full range of nursing care to patients with complex care needs over the telephone, assuming responsibility and accountability for nursing actions. Maintain professional and emotional composure while providing care to distressed veterans or during high call volumes Utilizing effective communication and customer service skills to triage symptom-based concerns. Assessing and devising a working nursing diagnosis, formulating a plan, intervening, and evaluating the veteran during the call. Assessing, developing, and implementing a plan to meet the patient's learning needs, including self-care and treatment measures. Completing initial assessments and reassessments of patients' condition and response to treatment and other clinical findings and initiating follow-up including coordination with a licensed independent practitioner in the Clinical Contact Center. Providing clinical advice in accordance directing the veteran for care based on their symptoms, past medical history, the use of decision support tools, and level of urgency while employing critical thinking skills and knowledge-based nursing judgment. Identifying potential problems involving resources and/or safety and taking action to avert or manage the situation. Utilizing telephone systems and computer applications and maintaining certification in appointment management and scheduling. Performing Quality Management activities such as identifying problem areas and analyzing findings for change. This position is not eligible for remote/virtual work. VA offers a comprehensive total rewards package: VA Nurse Total Rewards Pay: Competitive salary, regular salary increases, potential for performance awards Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Licensure: 1 full and unrestricted license from any U.S. State or territory This position is not eligible for remote or telework Work Schedule: Monday-Friday, 8:00am-4:30pm (EST) Pay Scale: NS95 Telework: Not Available. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.

U.S. Citizenship; non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). You may be required to serve a probationary period. Complete all application requirements detailed in the "Required Documents" section of this announcement.