RN - Call Center

About the role

The Phone Triage Registered Nurse position is the first point of contact for customers calling for clinical assessment and advice. This role assists providers by using critical thinking for brief assessments to ensure quality outcomes for the customer. Under the supervision of Central Scheduling management, responsibilities include patient triaging, nursing assessments, collaboration with providers and other departments, and provision of quality patient care.

Responsibilities

• Provides professional nursing triage services and health advice to patients over the phone.
• Performs a detailed evaluation of patient symptoms, relaying information to providers and their teams when necessary, and provides appropriate medical advice on treating symptoms and/or recommendations for escalating treatment.
• Fulfills established procedures and protocols, and documents calls as required.
• Determines urgency of seeing the patient based on brief assessment and familiarity with a patient's condition and history, utilizing the patient's chart to make these determinations.
• Utilizes computerized clinical decision-making including algorithms that mimic physician logic and thought patterns as a guide.
• Ensures accuracy of all documentation.
• Facilitates referrals to other physicians by phoning their offices, scheduling appointments, and forwarding requested test results.
• Records and tracks all referrals.
• Contacts hospitals and outside sources regarding lab results, x-ray results, and ER reports.
• Phones pharmacies to authorize prescriptions.
• Contacts nursing homes regarding patient orders.
• Contacts patients to relay test result information and returns patients' phone calls with the physician's recommendations for their care.
• Pre-certifies hospital admissions and referrals by contacting appropriate insurance professionals and providing them with the requested information.
• Records precertification number in chart and records and tracks all referrals.
• Performs front office duties and other duties as required.
• Respects confidentiality and safety of all patients, employees, and physicians.
• Arranges appointments for patients who do not need to go to the ER but need to see a physician.
• Consults with physicians as needed.
• Prioritizes work tasks and completes tasks in a timely manner.
• Performs other duties as assigned.

Requirements

Education Required: BSN, will consider someone with an appropriate amount of experience and the approval of providers if they are an LPN.

Experience Required: Minimum of five years obstetrics experience.

Qualifications

Licensure Required: Licensure in the State of Indiana as a Registered Nurse.