Telephonic Triage Nurse

Summary of Position

Under the general supervision of the Director of Nursing, the Telephonic Triage Nurse is responsible for patient triaging, managing the nurse phone line, assisting with nurse case management, conducting nursing assessments, collaborating with providers and other departments, and providing quality patient care in compliance with local, state, federal regulations, and accreditation standards. The role must adhere to Kintegra Health’s Teleworking Policy.

Department: Nursing | Location: Hybrid | Reports To: Director of Nursing

Minimal Qualifications

• Ability to sit, stand, and walk for long periods of time
• Ability to read and understand English
• Maintain confidentiality of health information and communicate effectively with all personnel levels
• Knowledge and understanding of chronic illness and health promotion
• Current RN or LPN license without restrictions
• 3 years of nursing experience (preferred: 1 year of triage experience)
• Associate’s Degree in Nursing (preferred)
• BLS certification required (ACLS/PALS preferred)

Responsibilities

• Monitor and respond to triage calls in person and/or via the nurse phone line.
• Speak directly with patients on the telephone, directing them to emergency rooms, urgent care centers, providing home care advice, or scheduling physician appointments during office hours.
• Determine urgency of patient visits based on brief assessments and familiarity with the patient’s condition and history.
• Utilize computerized clinical decision‑making algorithms that mimic physician logic.
• Send patients with high‑risk chief complaints (e.g., chest pain, abdominal pain, severe headaches) to the ER immediately or arrange ambulance transport.
• Provide appropriate home health advice to patients who do not need immediate ER care.
• Document all consultations and treatments accurately in the Electronic Health Record.
• Arrange appointments for patients who need physician evaluation but not ER care; consult with physicians as needed.
• Serve as a clinical resource and professional role model for other nursing staff.
• Prioritize work tasks and complete them in a timely manner.
• Assist in medical chart reviews and compile data for audits and reports.
• Support the Managing Nurse in developing nursing policies and procedures.
• Maintain accurate, clear, and concise progress notes, problem lists, and medication lists.
• Provide patient education regarding disease processes, therapies, and healthful behaviors.
• Participate in staff planning, in‑service sessions, and other meetings as needed.
• Perform other duties as assigned.

Core Requirements

• Patient First: Prioritize the well‑being and desires of the patient.
• Build not Blame: Focus on improving processes rather than assigning fault.
• Integrity and Honesty: Uphold openness, fairness, and judicious use of resources.
• Cooperation and Flexibility: Function as part of an interdependent team, assisting beyond the basic job description when needed.
• Culturally Sensitive: Strive to understand, communicate with, and care for people across cultures while being aware of one’s own cultural perspective.