Job Description

Registered Nurse - Daytime Clinical Contact Center

The Robley Rex VA Healthcare System is actively recruiting for a Registered Nurse with the Daytime Clinical Contact Center in Primary Care located at the Ft. Knox VA CBOC. This position is not eligible for remote (virtual) or telework.

Responsibilities:

• 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 US State or territory

Work Schedule: Monday - Friday; 0800 - 1630

Telework: Not Available

Virtual: This is not a virtual position.

Pay Schedule: NS95

Requirements:

Conditions of Employment:

• 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.
• 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.
• Must pass pre-employment physical examination.
• 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.

Qualifications:

Basic Requirements:

• English Language Proficiency. In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.
• Graduate of a school of professional nursing approved by the appropriate accrediting agency and accredited by one of the following accrediting bodies at the time the program was completed by the applicant: The Accreditation Commission for Education in Nursing (ACEN) or The Commission on Collegiate Nursing Education (CCNE); OR Individuals attending a master's level bridge program in nursing who have completed coursework equivalent to a bachelor's level degree in Nursing may have opportunity to become registered as a nurse with a state licensing board prior to completion of the bridge program.
• In cases of graduates of foreign schools of professional nursing, possession of a current, full, active, and unrestricted registration will meet the requirement for graduation from an approved school of professional nursing to warrant an appointment as a Nurse who has completed an associated degree/entry level Nursing education program.
• Current, full, active, and unrestricted registration as a graduate professional nurse in a State, Territory or Commonwealth (i.e., Puerto Rico) of the United States, or the District of Columbia.

Grade Determinations:

The following Scope, Education and Dimension criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade. The Dimension requirements (Practice, Veteran/Patient Driven Care, Leadership, Professional Development and Evidence-Based Practice/Research) are detailed for each grade and level within the online assessment.

Preferred Experience:

• Three years minimum of emergency dept. experience.
• Previous experience in Clinical Contact Center/Call Center department.
• Previous experience in remote triage/patient monitoring.
• BSN preferred.

Reference: For more information on this qualification standard, please visit

Physical Requirements:

See VA Handbook 5005, Part III, Chapter 2, paragraph 7, and VA Handbook 5019, Occupational Health Services.

All applicants must be physically and mentally able to perform efficiently the duties of the position. Must be able to lift (30 lbs or more); twisting and/or bending, standing and/or walking almost constantly during the course of the day.

Additional Information:

This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

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