Veterans Affairs, Veterans Health Administration VISN Clinical Contact Center (CCC) - Registered Nurse in United States
Summary The VISN 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. Responsibilities Positions are virtual. Selected employees are responsible for providing a dedicated work space and high speed internet access. The VISN CCC RN role is complex-requiring flexibility, independent decision making, and collaboration. The VISN CCC 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 VISN CCC RN communicates through a structured process in which information is exchanged clearly and accurately among team members. The VISN CCC 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 VISN CCC RN actively assesses situational elements to gain understanding and maintain awareness to support team functioning and improve care at the workgroup/unit level. The VISN CCC RN applies the nursing process, critical thinking skills, and nursing judgment. The VISN CCC RN considers recommended dispositions and interventions from clinical decision support tools to assess and address the clinical needs of patients. The VISN CCC 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. These encounters are documented in the electronic health record. Seamless and consistent care is also provided during public health emergencies and natural disasters as a bridge until access to usual health care resources can be resumed, promoting safety and continuity along the continuum of care. The VISN CCC consolidates these services through one center, using telehealth modalities to serve Veterans that receive care at a facility within the VISN, and expanding the service area when necessary for planned coverage of other VISNs, to provide care to traveling or relocating Veterans, and to implement the Emergency Preparedness Plan. Clinical Contact Centers provide 24/7 virtual access to dedicated staff, providers and a range of clinical and administrative services, including clinical nurse triage for evaluation of symptoms and disposition of health care concerns, virtual clinical visits with providers for acute and episodic care needs, pharmacy services, and appointment scheduling. Providers include licensed independent practitioners (LIP) [physicians, nurse practitioners] and advanced practice providers (APP) [physician assistants]. Clinical Contact Centers provide a convenient, patient-centered, safe, and easily accessible option for Veterans to address their health care needs. Seamless and consistent care is also provided during public health emergencies and natural disasters as a bridge until access to usual health care resources can be resumed, promoting safety and continuity along the continuum of care. The VISN CCC consolidates these services through one center, using telehealth modalities to serve Veterans that receive care at a facility within the VISN, and expanding the service area when necessary for planned coverage of other VISNs, to provide care to traveling or relocating Veterans, and to implement the Emergency Preparedness Plan. Work Schedule: Various Tours between 7:00am - 5:00pm Telework: 100% telework position with a duty station that must be in the VISN 6 catchment area. Requirements Conditions of Employment Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. In accordance with 38 U.S.C. 7402(d), 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 State-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). In cases of graduates of foreign schools of professional nursing, possession of current, full, active and unrestricted registration will meet the requirement of graduation from an approved school of professional nursing. OR The completion of coursework equivalent to a nursing degree in a MSN Bridge Program that qualifies for professional nursing registration constitutes the completion of an approved course of study of professional nursing. Students should submit the certificate of professional nursing to sit for the NCLEX to the VA along with a copy of the MSN transcript. (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. 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. Preferred Experience: - Bachelor of Science in Nursing - RN experience of greater than 3 years - Minimum of 1 year call center triage nurse experience or three (3) to five (5) nursing experience in one of the following areas: Primary and Ambulatory Care, ED, Cardiac Care, Critical Care or Intensive Care, - Experience with triage nurse/patient care coordination - Proficient in typing skills and the ability to handle multiple priorities Grade Determinations: The following criteria must be met in determining the grade assignment of candidates, and if appropriate, the level within a grade: Nurse I Level I - An Associate Degree (ADN) or Diploma in Nursing, with no additional nursing practice/experience required. Nurse I Level II - An ADN or Diploma in Nursing and approximately 1 year of nursing practice/experience; OR an ADN or Diploma in Nursing and a bachelor's degree in a related field with no additional nursing practice/experience; OR a Bachelor's of Science in Nursing (BSN) with no additional nursing practice/experience. Nurse I Level III - An ADN or Diploma in Nursing and approximately 2-3 years of nursing practice/experience; OR an ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 1-2 years of nursing practice/experience; OR a BSN with approximately 1-2 years of nursing practice/experience; OR a Master's degree in nursing (MSN) or related field with a BSN and no additional nursing practice/experience. Nurse II - A BSN with approximately 2-3 years of nursing practice/experience; OR ADN or Diploma in Nursing and a Bachelor's degree in a related field and approximately 2-3 year's of nursing practice/experience; OR a Master's degree in nursing or related field with a BSN and approximately 1-2 year's of nursing practice/experience; OR a Doctoral degree in nursing or meets basic requirements for appointment and has doctoral degree in a related field with no additional nursing practice/experience required. Nurse III - Master's degree in nursing or related field with BSN and approximately 2-3 year's of nursing practice/experience; OR a Doctoral degree and approximately 2-3 year's of nursing practice/experience. 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, adequate auditory perception, clear distinctive speech, and manual dexterity. This position requires potentially extended periods of computer use, virtual care equipment use and sitting. 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 and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information Pandemic Telework Program: Due to COVID-19, the VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. [Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable.] At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position. Testing Designated Position: 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. Annual leave shall accrue for full-time Nurses, and Nurse Anesthetists at the rate of 8 hours for each full biweekly pay period. 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. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.