Urgent Response Nurse Specialist

Breakthrough Maker OpportunityChildren's Hospital of Philadelphia (CHOP) offers countless ways to change lives. Our diverse community of more than 20,000 Breakthrough Makers will inspire you to pursue passions, develop expertise, and drive innovation. At CHOP, your experience is valued; your voice is heard; and your contributions make a difference for patients and families. Join us as we build on our promise to advance pediatric careand your career. CHOP does not discriminate on the basis of race, color, sex, national origin, religion, or any other legally protected categories in any employment, training, or vendor decisions or programs. CHOP recognizes the critical importance of a workforce rich in varied backgrounds and experiences and engages in ongoing efforts to achieve that through equally varied and non-discriminatory means. A Brief OverviewThe Center for Public Health Readiness and Response (CPRR) promotes health and reduces harm related to public health threats for CHOP employees, patients, and our community by providing creative and reliable access to public health information when it's needed most. CPRR contains two contact centers to engage multiple audiences. The Urgent Response Program serves CHOP employees, patients, and community by way of its Employee Safety Line and Public Health Resource Line contact centers. The Poison Center serves the lay public in the eastern 23 counties in Pennsylvania and the state of Delaware. Means of communication include phone, chat, online forms, and other two-way communication and education modalities. By way of these modalities, this role will triage complex cases and complete risk assessments for individuals engaging with the CPRR. Responsibilities include educating employees on the safe application of infection prevention guidelines, as well as preventing harm to multiple audiences after exposures to hazards, such as exposures to potential poisons, infectious diseases, chemicals, or environmental factors resulting in injuries. This position also supports patients and the community by providing education and guidance through CPRR's Public Health Resource Line and Poison Center activity. This role must have a strong skill set in educating healthcare workers and patients, promoting safe and efficient patient care, multitasking, and navigating multiple computer databases and resources. This position requires a strong command of telephone etiquette, including the ability to listen actively, speak clearly, and maintain a professional and positive demeanor during all call interactions. Shifts needed are days, evenings, and nights. Weekends and holidays are rotating. What You Will DoCall and Case Management (Urgent Response Program) Triage inquiries from CHOP employees, patients, and the public. Collect information necessary to apply the individual's situation to algorithms and guidelines provided by CHOP and external public health authorities. Provide consultation and education to healthcare providers, patients, and families on the practical methods of preventing and controlling the spread of infectious diseases. Advise staff on appropriate isolation practices and use of personal protective equipment for a broad range of infectious agents. Perform contact tracing of potential exposures at CHOP. Partner closely with Infection Prevention and Control and Occupational Health colleagues to manage employee exposures and ensure receipt of follow up care, if needed. Collaborate with external partners (i.e., departments of health) to produce reports in an efficient manner. Assess risk after exposure to hazards, such as potentially infectious bodily fluids, chemicals, or environmental factors that may result in injury or impact health. Advise on follow up care. Navigate and refer employees to mental health resources. Collect information from healthcare institutions on established exposure cases to determine if ongoing medical management is required. Complete necessary registration, scheduling, and prescribing as provisioned in standing orders developed for various programs in the CPRR. Prepare/maintain medical records and respond to correspondence. Apply clinical judgement to aid in risk assessment of exposure events. Refer to partners or subject matter experts for case consultation, as required. Educate individuals on topics significant to public health and/or CHOP on an ongoing or episodic basis. Document all encounters and employee risk assessments in a thorough manner. Support the enterprise by responding to a multitude of public health threats that impact the organization and/or patient care. Call and Case Management (Poison Control Center) Assess human poisoning exposures (excluding cases reported from healthcare facilities) by telephone and web-based consultation from the public. Obtains a complete history on poisoning emergency, information, and follow-up calls. Obtain information regarding the substance(s) involved in an exposure, route of exposure, mode and time of exposure, the patient's medical history (when appropriate), and current condition. Follow current Poison Center protocols when handling all cases. Determine the need for immediate evaluation at a health care facility. Refer callers to 911 if needed. Follow up on established hospital cases and provide interventions until patient is medically cleared or toxicology-related concerns have resolved. Customer Service and Professionalism Handle all interactions with courtesy, patience, and empathy, even in challenging situations. Respect customer confidentiality and handle sensitive information with care. Provide individuals with a calm evaluation of the incident and make complete, concise, and relevant management recommendations. Attempt to provide individuals with action-oriented resources for all cases. Disengage politely from calls, particularly those who are seeking information not applicable to the services of the CPRR. Role model professionalism and teamwork in all interactions. Serve as a resource for peers within the department. Ensure that care incorporates professional standards of practice and regulatory requirements. Manage the release of information in accordance with Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) Professional Development Identify learning needs of self and others and assist in the development of a learning plan. Attend and participate in learning opportunities, such as departmental staff meetings, presentations, and external offerings. Apply education and training from departmental in-services and external sources to enhance Nursing practice. Demonstrate health care informatics competency in order to manage patient care. Resource Management Assist with team projects/assignments to help improve contact center workflow and quality of services. Provide surge preparation and coverage when needed and available. Participate in promoting quality, efficient, and cost-effective care. Identify opportunities for improvement and make recommendations. Manage own time to accomplish direct/indirect care in a cost-efficient manner. Education QualificationsTechnical Diploma in Nursing - Required Bachelor's Degree in Nursing or similar field of study - Preferred Experience QualificationsAt least four (4) years of nursing, call center, healthcare or public health related experience - Required At least seven (7) years of nursing, call center, healthcare or public health related experience - Preferred Skills and AbilitiesAdvanced proficiency with office software (Microsoft) Advanced knowledge of medical terminology/diagnostics and basic infectious disease principles Excellent verbal and written communications skills Excellent customer service skills Excellent interpersonal skills Excellent time management skills Excellent organizational skills Excellent critical thinking / problem-solving skills Ability to maintain confidentiality and professionalism Ability to gather, analyze, and make recommendations/decisions based on best practices Ability to convey complex or technical information in an easy-to-understand manner Ability to collaborate with stakeholders at all levels Ability to be flexible and adaptable to change