Telephone Nurse Triage - Family Medicine

Requirements

• Graduation from an accredited School of Nursing with two years of acute care experience required.
• BSN preferred.
• Prefer acute care experience within the last 10 years.
• Previous experience in Telephone Triage and with Health Insurance and Managed Care concepts preferred.
• Current license as a Registered Nurse (RN) in the applicable state and Basic Cardiac Life Support (BCLS) certification required.
• Licensure in other states as required by law or client contract.
• Advanced Cardiac Life Support (ACLS), Pediatric Advanced Life Support (PALS) or Pediatric Emergency Assessment, Recognition and Stabilization (PEARS) may be required within one year in select areas.

Responsibilities

• Provides patient/family centered care, acting as partner and adviser; assists and supports patients and families to manage optimally their health care, respecting their culture and values, individual needs, health goals and treatment preferences.
• Applies critical reasoning and astute clinical judgment to expedite appropriate care and treatment, especially for patients presenting with complex or potentially life-threatening conditions, using telecommunication technologies (e.g., telephone, fax, email, internet, or patient portal).
• Ensures proper scheduling and follow-up on test results for providers.
• Uses active listening skills, approved protocols, and evidence-based practice to explain test results and medications to patients.
• Applies the provisions of the American Nurses Association Code of Ethics for Nurses to professional obligations and patient care.
• Participates in professional development by maintaining required competencies, identifying learning needs, and seeking appropriate educational opportunities.
• Demonstrates ability to function in a professional setting through active participation in a professional practice model, including shared governance, adherence to standards of care, peer review, and professional development promoting leadership and clinical excellence.
• Focuses on patient safety and quality of nursing care by applying appropriate interventions, such as identifying and clarifying patient needs, conducting health education, promoting patient advocacy, and coordinating services.
• Maintains knowledge of care teams for coordination of patient care, self-management, population management, and communication skills.
• Adapts personal communication style to meet the needs of diverse patients in personal, professional, cultural, and socio-economic backgrounds.
• Demonstrates exceptional assessment, critical thinking, and customer service skills.
• Performs other related duties incidental to the work described.

Skills

• Ability to assess nursing needs of acute and chronically ill patients through technology methods.
• Ability to seek out resources independently and work collaboratively.
• Ability to establish and maintain effective working relationships.
• Ability to communicate clearly with patients, families, visitors, healthcare team, physicians, administrators, leadership, and others.
• Ability to teach patients and families in accordance with the nursing plan of care.
• Ability to use computers and learn new software programs.
• Ability to document and communicate pertinent information using computer and/or paper documentation tools.