"Alerted.org

RN- Discharge Callback Admin

_Position Type: Full Time Days_

_Benefits:_

+ _Health Insurance (Medical, Dental, Vision)_

+ _401(k) with matching_

+ _Educational Assistance_

+ _Competitive salary and comprehensive benefits package._

_Cross trained as an RN- can be pulled to floor as needed._

Job Summary

The Discharge Callback Administrator supports continuity of care and patient satisfaction by conducting follow-up calls to recently discharged patients. This role reinforces discharge instructions, identifies barriers to recovery, promotes service recovery when necessary, and escalates clinical concerns appropriately. The Discharge Callback Administrator collaborates with clinical and non-clinical staff to ensure a positive transition from hospital to home while contributing to quality improvement initiatives.

Essential Functions

+ Contacts patients within 24 to 96 hours of discharge to assess understanding of discharge instructions, address concerns, and evaluate satisfaction.

+ Reconfirms discharge instructions and clarifies any questions related to post-discharge care, medications, follow-up appointments, and symptoms.

+ Assesses clinical symptoms reported by patients or caregivers and advises appropriate follow-up, including return to the emergency department or contact with a healthcare provider when necessary.

+ Collaborates with Care Management and other departments to resolve barriers to care and ensure continuity of services after discharge.

+ Provides support and education to patients and caregivers regarding recovery expectations, available support groups, and community resources.

+ Records and tracks patient interactions in a centralized database for documentation and quality improvement purposes.

+ Escalates unresolved issues, potential safety concerns, or grievances to appropriate departments such as Risk Management or Clinical Leadership.

+ Initiates service recovery efforts when concerns are identified and serves as a liaison to ensure timely resolution and patient satisfaction.

+ Performs other duties as assigned.

+ Complies with all policies and standards.

Qualifications

+ 1-2 years of experience in a healthcare setting required

Knowledge, Skills and Abilities

+ Strong interpersonal and communication skills with the ability to engage patients and families in a supportive and professional manner.

+ Knowledge of discharge planning principles, hospital workflows, and patient care terminology.

+ Ability to assess basic clinical concerns and escalate issues appropriately.

+ Proficient in using electronic health records and call documentation tools.

+ Ability to manage multiple calls, prioritize tasks, and work independently.

+ Strong problem-solving and service recovery skills.

Licenses and Certifications

+ RN - Registered Nurse - State Licensure and/or Compact State Licensure required

+ BCLS - Basic Life Support preferred

INDBH

Equal Employment Opportunity

This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.