Call Center Triage Nurse

About the role

We are North Idaho’s premier provider of integrated medical, dental and behavioral health services. Our care teams deliver world-class healthcare using a patient-directed, community-focused approach. Providing high-quality, affordable healthcare from the heart is our passion. Our mission is to deliver a healthcare experience that provides hope, inspires change, and extends life for our patients and our community.

Top Reasons To Join Our Team

• Mission-minded employees
• Passion for excellent patient care
• Community-focused
• Committed to a fun and supportive team environment
• High-quality, competitive employee benefits

Summary

The Triage Nurse provides medical information and symptom triage to assess the severity of the patient’s health concerns using established medical guidelines designed to support the call center process. The Triage Nurse communicates information, makes recommendations, and verifies patient understanding regarding healthcare issues and concerns.

Schedule

Monday, Tuesday, Wednesday, 7:00 am–6:00 pm with one hour lunch

Requirements

• Graduate of an accredited nursing program
• Holds a current State of Idaho RN license
• Minimum 3 years of experience in a clinical setting
• Acute hospital experience preferred

Your Success Factors

• Ability to communicate effectively, both orally and in writing
• Skill in telephone-based clinical assessment
• Ability to maintain a work pace appropriate to the workload
• Ability to multi-task, prioritize, and organize daily responsibilities
• Exceptional listening skills and the ability to elicit information needed to make a brief evaluation
• Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties
• Skill in making decisions and communicating clearly and calmly with the patient
• Ability to use independent judgment
• Ability to work closely with physicians and other clinicians as needed
• Working knowledge of electronic medical record functions and capabilities
• Knowledge of Heritage Health policies and procedures
• Strong interpersonal skills and the ability to work effectively with a wide range of constituencies in a diverse community

Duties and Responsibilities

• Evaluates and assesses patient’s healthcare needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines
• Obtains appropriate input and direction from the provider as needed to determine best clinical course of action and recommendations for specific patient healthcare needs
• Accurately documents symptoms/complaints, nursing assessment, advice provided, and patient/caller response
• Follows policies, procedures, and protocols to ensure consistency and departmental effectiveness as well as improve healthcare outcomes of patients/callers and their access to appropriate healthcare
• Coordinates and schedules same-day appointments on the provider’s schedules
• Manages prescription refills per protocol
• Demonstrates a commitment to patient-centered care
• Participates in performance improvement activities as assigned
• Helps to establish workflows and processes
• Assists with patient scheduling during down time
• Maintains confidentiality, HIPAA, and PHI compliance
• Heritage Health staff have an active role in our Patient Centered Medical Home model of care; this role is designated as part of the Heritage Health PCMH Care Team
• Regular and predictable attendance is an essential function of this position
• Performs miscellaneous job-related duties as assigned

Safety Job Overview

Heritage Health enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each employee is responsible for completing all training requirements, participating in emergency response tasks as requested, and serving on safety committees and teams as requested. Employees must accept responsibility for maintaining the safety of themselves and others by adhering to all written and verbal instructions, promptly reporting and/or correcting all hazards or unsafe conditions, and providing feedback to supervisors and management on all safety issues.

Physical/Mental Requirements

• Prolonged periods of sitting at a desk and working on a computer
• May lift up to 15 pounds at times
• Must be able to access and navigate various departments of a given location
• Must be able to complete tasks in a noisy or stressful environment
• Must be able to adhere to process protocol

Working Conditions

Work may be performed in a typical interior/office work environment in an office building. Work will primarily be performed at a remote location which is typically a personal home office setting. Work may be demanding and chaotic at times. May be exposed to a patient population that will present a variety of contagious diseases, physical injuries, and emotional states of mind.