Clinical Triage Nurse, RN (M-TH-FRI-SAT 9:30a to 8p)

Responsibilities

• Prioritizes and responds promptly to each inbound phone call and voicemail received
• Adheres to daily availability expectations based on schedule
• Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
• Practices appropriate judgement when classifying whether the inbound interaction requires clinical triage or transfer to another care team member
• Utilizes appropriate process when conducting necessary transfers
• Conducts thorough assessments of patients’ symptoms and medical history over the phone. Utilizes appropriate probing questions and EMR to gather information
• Uses evidence-based guidelines to make informed decisions about the urgency of patient conditions. Assigns the appropriate triage priority based on available information
• Utilizes correct judgement to identify when crisis intervention is required. Adheres to outlined protocols for connecting the patient to emergency services
• Educates patients, caregivers, and others on health maintenance, disease prevention, self-care, medications, and necessary follow-up steps per protocol
• Performs outbound phone calls to communicate providers orders on behalf of the provider
• Collaborates with the care team to ensure patient needs are met and follow-ups are appropriately completed
• Communicates effectively with patients and their families, addressing their concerns and providing emotional support
• Prioritizes and responds promptly to each inbound result received
• Practices appropriate judgement when classifying the urgency of a result and appropriate clinical information to convey to the provider
• Analyzes results data, identifying needs, patterns, and variances, and communicating findings to the provider
• Performs data entry for patient results and quality metrics per defined protocol
• Maintains clear and compassionate written and verbal communication with care team members
• Adheres to all company-established policies and procedures
• Mets required quality standards and productivity expectations
• Appropriately identifies, acknowledges, escalates, and/pr addresses patient complaints, grievances, and concerns promptly and effectively
• Collaborates with the care team members to promote quality patient care, satisfaction, and outcomes
• Participates in projects and quality improvement initiatives as assigned

Qualifications

• Graduate of approved or accredited nursing education program as a Registered Nurse
• Current valid RN license. Must be able to obtain and maintain RN license within all service states within 6 months from hire
• Satisfactory completion of required nursing continued education requirements
• Ability to react decisively and quickly in urgent and emergent situations
• Strong comprehension of medical terminology and pharmaceuticals
• Demonstrated experience with multi-tasking
• Strong communication skills (written & spoken)
• Demonstrated proficiency in using electronic health records (HER) system
• Ability to communicate effectively with providers, patient care teams, patients, patients’ family members and facility staff
• Ability to work remotely and independently
• Knowledge of basic principles, practices, and techniques in primary healthcare
• Strong organizational skills and attention to detail
• Conflict resolution skills