The Registered Nurse (RN) Clinical Contact Center (CCC) provides direct care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness based on the application of the nursing process which includes systematic data gathering, assessment, use of appropriate nursing judgment and evaluation of human responses to actual or potential health problems and is under the supervision of a Nurse Manager or other supervisor.

Duties

Duties include but are not limited to: The Clinical Contact Center staff focus on providing first call resolution, which means our Veterans concerns are resolved within the first call. Professional nursing triage encompasses independent and collaborative practice, which combines professional nursing knowledge, advanced communication skills, and sophisticated technologies. Clinical triage allows Veterans to talk to registered nurses (RNs) about symptoms and concerns and to receive recommendations for health care needs. The RN must be able to use the triage process and critical thinking to assess a Veteran's symptoms and develop a care strategy while considering the level of urgency and patient preferences for follow-up. Registered Nurses in the CCC discuss symptoms, provide patient education, and care instructions, give normal diagnostic results, and coordinate care and services with Veterans main VA health care facility and teams. Shreveport Clinical Contact Center is still pending a release date for VA Health Chat. This program will require the Registered nurses to continue to perform telephone triage while also monitoring the Chat and responding to veterans in real time The Clinical Contact Center (CCC) Registered Nurse (RN) provides direct care and counseling for patients through a virtual care system for the promotion and maintenance of health and prevention of illness based on the application of the nursing process which includes systematic data gathering, assessment, use of appropriate nursing judgment and evaluation of human responses to actual or potential health problems. The RN role is complex-requiring flexibility, independent decision-making, and collaboration. The RN is a proficient communicator and provides timely, appropriate advice, and guidance to patients and/or their representatives who seek assistance with health care issues. The RN communicates through a structured process in which information is exchanged clearly and accurately among team members. The RN must be able to utilize appropriate internal and external resources to the virtual encounter, report unusual occurrences and adverse events, integrate, and apply pertinent aspects of governing initiatives, directives, memorandums, and clinical practice guidelines to their professional nursing practice. The RN actively assesses situational elements to gain understanding and maintain awareness to support team functioning and improve care at the workgroup/unit level. The RN applies the nursing process, critical thinking skills, and nursing judgment. The RN considers recommended dispositions and interventions from clinical decision support tools to assess and address the clinical needs of patients. The RN's recommendations reflect the uniqueness of each patient and their health concerns as well as disease processes and adaptation. Recommendations may be emergent and include those to preserve life, prevent disability, or promote health and well-being, including teaching and counseling. The Clinical Triage RNs receive numerous calls from Veterans with physical conditions and mental health changes. The Clinical Triage RNs respond to calls from Veterans that require assistance from Mental Health, 911, and the suicide hotline. Researching, community home health, labs, Imaging, meds, patient teaching, appointment cancellations, consults, and triage assessments all require the attention of a triage nurse. The Clinical triage RNs are expected to meet the SAIL measures of

Requirements

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. Upon achievement of a State license, the individual may be appointed on temporary basis and later converted to a permanent appointment upon successful completion and graduation from the bridge program. (Reference VA Handbook 5005, Appendix G6); OR 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. Credit for foreign nursing education higher that associate degree/entry level requires a formal degree equivalency validation from a recognized equivalency evaluation accepted by VA such as International Consultants of Delaware (ICD). 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. Graduate Nurse Technician (GNT) Exception: Candidates who otherwise meet the basic education requirements, but do not possess the required licensure, may be appointed at the entry step of the grade and level applicable to the completed nursing education as a GNT on a 120-day temporary appointment while actively pursuing licensure (may be extended up to two years on a case-by-case-basis.) NOTE: Grandfathering Provision - All persons currently employed in VHA in 0610 series and performing the duties as described in the qualification standard on the effective date of the standard (1/29/2024) are considered to have met all qualification requirements for the grade held including positive education and licensure/certification. Preferred Experience: Bachelors of Science in Nursing One to two years of experience Telephone Triage experience 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: https://apply.usastaffing.gov/ViewQuestionnaire/12443375. Grade/Level Scope Education Nurse I, Level I Delivers fundamental, knowledge-based care to assigned clients while developing technical competencies. An Associate Degree (ADN) or Diploma in Nursing, with no additional professional nursing required. Nurse I, Level II Demonstrates integration of biopsychosocial concepts, cognitive skills and technically competent practice in providing care to clients with basic or complex. An ADN or Diploma in Nursing AND 1 year of specialized nursing experience equivalent to Nurse I, Level 1 ;OR a Bachelor of Science in Nursing (BSN) with no additional professional nursing experience required. Nurse I, Level III Demonstrates proficiency in practice based on conscious and deliberate planning. Self-directed in goal setting for managing complex client situations. An ADN or Diploma in Nursing AND 2 years of professional nursing experience in which one year is equivalent to Nurse I, Level 2; OR a BSN and 1 year of professional nursing experience equivalent to the Nurse I, Level 2; OR a Master's degree in nursing (MSN) and no additional professional nursing experience; OR a Master's degree in a *related field with a BSN and no additional professional nursing experience. Nurse II Demonstrates leadership in delivering and improving holistic care through collaborative strategies with others. A BSN with 2 years of professional nursing equivalent to Nurse I, Level 3; OR an MSN with one year of specialized nursing experience equivalent to Nurse I, Level 3; OR a Master's degree in a *related field with a BSN and one year of specialized nursing experience equivalent to Nurse I, Level 3; OR a Doctoral degree in Nursing with no professional nursing experience; OR a Doctoral degree in a *related field with a BSN with no additional professional nursing experience. Nurse III Executes position responsibilities that demonstrate leadership, experience and creative approaches to management of complex client care beyond the immediate practice setting. MSN and 2 years of specialized nursing experience, one of which is equivalent to Nurse II and meets all dimension requirements for Nurse III; OR a Master's degree in *related field with BSN and two years of specialized nursing experience, one of which is equivalent to Nurse II and meets all dimension requirements for Nurse III; OR a Doctoral degree in Nursing with and one year of specialized nursing experience equivalent to Nurse II and meets all dimension requirements for Nurse III; OR a Doctoral degree in a *related field with a BSN and one year of specialized nursing experience equivalent to Nurse II and meets all dimension requirements for Nurse III. *Note: Foreign education programs/degrees are not creditable as related degrees. Reference: VA Regulations, specifically VA Handbook 5005, Part II, Appendix G-6 Nurse Qualification Standard. This can be found in the local Human Resources Office. Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling, and pushing. Transferring patients and objects may be required. Mechanical inpatient lifts are provided. The incumbent may be exposed to infected patients and contaminated materials and may be required to don protective clothing in isolation situations, operative/invasive procedures, or home settings. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. Must complete annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment. The incumbent who provides care in home settings or other off-site locations may be required to drive and/or ride in GSA-vehicles.

Contacts

• Address Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Wardell Washington
• Phone: 501-352-8840
• Email: [email protected]