Telephone Triage Nurse Lead

Telephone Triage Nurse

Department: Clinical Operations

Reports To: Clinical Manager

Job Summary: This position is responsible for providing triage telephone service by communicating, assessing, and implementing patient care needs as a liaison between physician and the patient.

Primary Job Responsibilities:

• Communicates directly with patients on the telephone and assists in addressing patient requests for test results, follow up care.
• Determines urgency of seeing the patient based on brief assessment and on familiarity with a patient’s condition and history. Responsible for identifying urgent clinical situations and addresses it immediately to the patient and or physician based on level of acuity.
• Directs patients to the emergency rooms (ERs), urgent care centers, or to see their physician during office hours based on the evaluation.
• Initiates diagnostic and therapeutic measures as indicated by standing protocols.
• Uses computerized medical information database including algorithms that closely imitate physician logic and thought patterns, as guide.
• Communicates and acts as liaison with patients, family, and health professionals in a manner that respects confidentiality and dignity.
• Sends patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches to ER immediately or arranges for ambulance.
• Provides appropriate home health advice to patients who do not need to go directly to the ER.
• Acts, when designated, in “Ask a Nurse” capacity, handling routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”
• Charts concisely, descriptively, and legibly indicating patient’s progress or lack of progress. Investigates patient requests or concerns and communicates the information to the appropriate health care team members within 24 hours of a request.
• Performs other duties as assigned.

Education: RN degree; BSN or MSN degree preferred. On-the-job training in triage.

Experience: Minimum five years of experience as RN; one to two years of Telephone Triage experience, preferably in medical practice setting.

Other Requirements:

• Current state RN license
• Current CPR certificate

Knowledge:

• Must have a demonstrated knowledge and skills to provide appropriate care to all age groups.
• Knowledge of telephone-based clinical assessment techniques.
• Knowledge of medical practice Telephone Triage protocols.
• Knowledge of medical terminology.
• Knowledge of appropriate home health information for patients to follow until physician appointment.

Skills:

• Skill in using electronic medical records to check patient history.
• Skill in making good professional triage decisions and responding quickly and calmly in emergency situations.
• Ability to handle stressful and constantly changing conditions.

Abilities:

• Ability to communicate clearly and calmly with patients, staff, and physicians.
• Ability to elicit information needed to make brief evaluation.
• Ability to work closely with physicians and other clinicians as needed.
• Ability to competently use Microsoft Office and appropriate practice management software.

Equipment Operated: Telephone system at medical practice. Computer hardware/software for access to patient history and medical information databases.

Work Environment: Office setting, well lighted, good air quality. Rare direct contact with patients.

Physical Requirements: Must possess the physical and mental abilities to perform the tasks normally associated with a Triage Telephone Nurse that is mostly a sedentary job. Hand/arm injury possible from repetitive movements. Requires hearing to normal range. Stress generated from high volume of calls and emergencies.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Medical specialties:

• Primary Care

Physical setting:

• Outpatient

Standard shift:

• Day shift

Weekly schedule:

• 5x8
• Monday to Friday

Experience:

• Nursing: 1 year (Preferred)

License/Certification:

• BLS Certification (Preferred)
• RN (Preferred)

Ability to Commute:

• Sterling Heights, MI 48313 (Preferred)

Work Location: In person