RN Triage
Evaluations
Evaluates member/patient call and needs following established protocols. Utilizes databases and best practice evidence available, as well as clinical judgment to determine purpose of the call. This also includes assessing the member’s status to provide appropriate direction toward resolution whether triaged to another source or treatment recommended.
Documentation
Determines the acuity of situation/needs and triages callers to the appropriate level of care or call resolution. Effectively accesses symptom-based guidelines, as well as documents all calls for medical/legal purposes using appropriate tools. Documents assessment, planning, implementation and evaluation in a timely manner to ensure compliance with established policies and procedures. Documentation reflects objective/subjective data, nursing interventions and patients response and disposition plan.
Quality Assurance
Participates in quality assurance and improvement processes to deliver excellent customer service to callers.
Customer Interaction
Actively participates in quality assurance and improvement processes to deliver excellent customer service to callers. Considers the patient/member’s physical, cultural, psychosocial, and spiritual and age specific needs when planning care or direction toward treatment or call resolution. Monitors member needs and proactively connects members with the appropriate services or contacts other departments or locations to assist with coordination of care of the patient.
Supervision
Provides direction and supervision to licensed and non-licensed personnel in the activities necessary to provide quality care and services.
Communication
Interacts with all levels of staff in a variety of departments, physicians, patients, families and external contacts, such as employees of other health care institutions, community providers and agencies, concerning the health care of the patient. Interacts with other health care providers in numerous settings in order to report and ask for or clarify information.