Cozette Boyles

Registered Nurse Contact Center 4-21-25

• Documents all calls and/or contacts and conducts follow-up activities if a visit is not scheduled.
• May assist with a preliminarily assessment of clinical referral information to assist the referring individual(s)/Referral Intake Specialists/Field Staff with ordering of specialty equipment such as IV pumps and medications
• Communicates actively and effectively through receiving, recording and conveying information to the interdisciplinary personnel in a timely manner.
• Accurately gathers and documents all required information to complete the RN Referral Template using the appropriate forms and data collection tools.
• Responds promptly to external customers and professional referral sources that contact the organization requesting help and assistance with hospice services via the telephone, and the website, utilizing required communication tools.
• Responsible for maintaining all required state licensure(s) and continuing education required for each license.
• Triages phone calls through problem assessment and needs identification utilizing critical thinking skills, all available patient records and Triage Protocols and Process Flows.
• Completes on-going telephonic assessment of the impact of the terminal diagnosis on the patient’s physical, functional, psychosocial and environmental needs and activities of daily living, including: the risk for pathological grief, cultural and spiritual implications, and verbal and non-verbal communication patterns. Assesses the ability of the caregiver to meet the patient’s immediate needs upon each telephone contact.
• Provides initial and ongoing patient/family instruction, education and support regarding the disease process, self-care techniques, end-of-life care, and issues of ethical concerns.
• Coordinates ordering durable medical equipment and supplies.
• Consistently utilizes the “Task” function in the electronic medical record for needed requests. Runs daily individual and department task lists. Completes all required tasks.
• Coordinates and assigns interdisciplinary services/personnel to provide direct patient care when necessary.
• Acts as a resource for staff members and orients new staff as needed.
• Proactively problem solves and identifies solutions utilizing critical thinking skills.
• Participates in internal and external education, training, in-services and other activities to develop and promote personal, professional and organizational goals and growth.
• Responds to information requested by third party payers and calls clinical reports to case managers.
• Provides nursing telephonic interventions using Triage Protocols and Process Flows in order to expedite care to patients. Uses Triage Protocols, Process Flows and critical thinking skills to dispatch a Field RN when telephonic interventions are not successful.
• Adjusts to changes in workload and schedules based on changing team priorities.
• Adheres to the organizational Code of Conduct, policies and procedures and all regulatory and legal requirements.
• Adheres to NorthStar standards to care for every person, every time, 100% of the time

• Triage patient symptoms efficiently to determine urgent care needs.
• Educate patients on treatment options and self-care strategies.
• Collaborate with healthcare providers to enhance patient outcomes.
• Document patient interactions accurately in electronic health records.
• Develop protocols for managing complex cases and referrals.
• Evaluate and optimize call response times for better service delivery.
• Counseled patients via telephone according to established guidelines and protocols, advising on provider-established plans of care.
• Managed high-stress situations calmly, providing reassurance to distressed callers while gathering necessary information for accurate decisionmaking.
• Obtained case history and gathered triage information to determine appropriate avenue for care.
• Increased efficiency in triage call handling through effective communication and active listening skills.
• Streamlined workflow processes by utilizing electronic medical record systems proficiently during telephone assessments.
• Promoted a seamless healthcare experience for patients by coordinating appointments, referrals, and follow-ups as needed.
• Participated in continuing education opportunities to stay current with industry best practices and enhance professional growth as a Telephone Triage Registered Nurse.
• Advised patients on pre- and post-operative instructions, medication administration and symptoms indicating emergency care.
• Fostered a positive work environment within the telephone triage nursing team, promoting open communication and collaboration among colleagues.
• Reduced emergency room visits by effectively assessing and prioritizing patient needs over the phone.
• Ensured patient safety by adhering to strict confidentiality protocols while handling sensitive medical information.

• Triage after-hours phone calls from the patients/families/caregivers of the Hospice clients assigned during shift. (Also triage for clinics and Home Health, Palliative Care.)
• Understand the needs of the patients/families/caregivers and respond appropriately keeping in accordance with what has been prescribed by the physician.
• Determine if it is appropriate and necessary to send clinical or social work staff to assess and treat pt.
• Adhere to company policies and procedures and regulatory compliance requirements and directives.
• Timely documentation of all calls including problem and intervention to be completed. (Some callers may need to have follow up calls to ensure that the interventions recommended were successful.) If unsuccessful, or visit is needed, may need to contact the nurse on call for a visit or to recommend med changes.
• Oversee the shift as Shift Supervisor
• Assist with Quality Management in grading of our triage nurse’s calls
• Assist the triage nurses on shift on questions regarding who to escalate calls to, and encourage them to follow the policies and procedures in place
• Review and analyze clinical care concerns to ensure appropriate response and follow-up is completed
• Collaborate with the training team to ensure new nurses/seasoned nurses success
• Communicate with the team to provide organizational/process updates.
• Understands that CareXM continues to grow and add technology solutions for clients that leadership support, acceptance, and excitement will drive nurse and client acceptance
• Participate in weekend on-call or mentor shift rotations and backup support for PTO coverage, phones, and other duties assigned
• Mentored 6-11 new nurses at the same time, sharing best practices and fostering their professional development
• Monitor chats, tickets since 2020, reviews while on shift, taking calls to ensure adequate support is given

• Provided comprehensive nursing care to patients in Home Health and Hospice
• Assisted with g-tube feedings, pumps, and medications to patients
• Provided nursing care to patients on ventilators, as well as tracheostomy patients
• Implemented ways to communicate with a non-verbal pediatric patient by creating visual cards