Telephonic Triage Nurse

About the role

We are seeking a dedicated Telephonic Triage RN to join our clinical call center team. This position is responsible for providing high-quality triage and nursing support over the phone for hospice patients and families during after-hours, holidays, and peak volume times.

Responsibilities

• Receive and respond to calls for assigned hospice service areas
• Prioritize urgent needs and assess callers’ symptoms to guide care decisions
• Assign on-call staff or provide treatment guidance per Plan of Care
• Provide education, emotional support, and continuity of care
• Collaborate with the interdisciplinary team to manage symptoms and avoid crises
• Document all calls accurately in electronic medical record systems
• Promote patient/family choices and quality of life at end of life
• Participate in Quality Assessment and Performance Improvement programs
• Maintain professional and compassionate communication with all stakeholders
• Provide triage coverage for multi-state/multi-agency network

Qualifications

• Graduate of an accredited nursing program
• Current Registered Nurse (RN) license in a NLC Compact State
• Three (3) years of clinical nursing experience
• At least two (2) years of experience in hospice, oncology, long-term care, or home health
• Bachelor’s degree in nursing (BSN) preferred
• Prior experience in telephone triage strongly preferred
• Proficiency in EMR systems and Microsoft Office Suite
• Current CPR certification, valid driver’s license, and automobile insurance

Skills and Traits for Success

• Deep knowledge of hospice care and end-of-life needs
• Strong patient assessment and communication skills
• Ability to remain calm, clear, and compassionate in emotional or urgent situations
• Adaptable, dependable, and solutions-focused
• Strong documentation and time management capabilities
• Sensitivity to diverse backgrounds and experiences