Telephone Triage Nurse

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day.
We all have the power to help, heal and change lives - beginning with our own. That's the power of the Cleveland Clinic Health System team, and The Power of Every One.
Job Title
Telephone Triage Nurse
Location
Beachwood
Facility
CC Administrative Campus
Department
Nurse On Call-Nursing Institute
Job Code
F24024
Shift
Day/Evening Rotation
Schedule
6:00am-4:30pm/2:00pm-12:30am
Job Summary
Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world.
As a Telephone Triage Registered Nurse, you will be responsible for providing 24/7 healthcare support to our patients. This role requires someone who can multitask and has excellent communication skills. A Telephone Triage RN must have experience caring for patients of all ages and medical conditions. An RN in this role should be familiar with navigating multiple systems to meet patient needs.
The ideal future caregiver is someone who:
• Is a team player.
• Can adapt to change.
• Has excellent communication skills.
• Has an interest in growing leadership skills.
• Can critically think and problem solve for patients' best interests.
• Lives within one hour of Cleveland, OH.
This is an excellent opportunity for someone who is looking to provide exceptional patient care while working remotely. Cleveland Clinic will assist you by providing tuition reimbursement and cross-training for professional development.
At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.
Job Details
The ideal candidate must have at least 3 years of RN experience in medical/surgical, primary care, pediatric, ED, or case management.
This position will be remote after orientation. Due to technical support and requirements to work in the office, as needed, candidates need to live within an hour of Beachwood, Ohio.
Hours/Shift/Schedule

• 4-10s
• 6:00am-4:30pm, 2pm-12:30am
• Day/evening rotation
  • 2 weeks days/2 weeks evening
  • Variable days
  • Schedule comes out about 4 weeks ahead of time with a 6-week projection
• Work every other weekend
• Work 3 holidays a year

Responsibilities:

• Serves as the primary point of contact for telephone patients with a variety of health or illness questions.
• Collects subjective data related to the presenting problem and medical history.
• Utilizes critical thinking and problem solving skills to recognize and match symptoms to protocol, assigning acuity (emergent, urgent, acute and non-acute) and ensuring safe, timely disposition of health related calls.
• Offers home treatment advice as appropriate. Accesses patient information via EMR.
• Documents encounter and decision making in EMR in an concise and accurate manner, utilizing the patient's own words as appropriate.
• Accesses patient information via EMR. Educates patients utilizing principles of active listening.
• Communicates based on patients level of understanding and comprehension.
• Recalls knowledge of the teaching principles of health care information to pediatric, adult and geriatric populations.
• Ensures that the caller comprehends health information and clinical advice to make informed healthcare decisions. Conveys to the caller in a 'telecharismatic' manner, that they are the #1 priority.
• Establishes an immediate therapeutic rapport with callers. Utilize H.E.A.R.T. principles making every effort possible to resolve the problem.
• Listens, communicates and documents simultaneously and navigates computer programs to assess, process, educate and document all information in a professional manner.
• Demonstrates knowledge and use of the nursing process to identify physical, psychosocial, and developmental needs and interventions to promote favorable outcomes.
• Meets established quality standards, competencies, and educational training and requirements.
• Pursues opportunities to gain knowledge.
• Participates in staff meetings, in-services, committees, and continuing education opportunities. Adheres to organizational and departmental policies, procedures, and established best practices.
• Demonstrates a commitment to patient centered care.
• Other duties as assigned.

Education:

• Graduate from an accredited school of professional nursing.
• BSN preferred.

Certifications:

• Current State Registered Nurse (RN) license. Certification in nursing specialty preferred.
• Basic Life Support (BLS) through American Heart Association (AHA)

Complexity of Work:

• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.

Work Experience:

• Registered Nurse with 3 or more years of experience in a medical-surgical, primary care, pediatric, ED, or case management.
• Telephone triage experience highly preferred.
• Expertise in crisis intervention, teaching/coaching, disease management and diagnostic monitoring highly preferred.
• Skilled at navigating EMR preferably EPIC, MS Word, and prior job experience with typing and computer usage.
• Working knowledge of PC windows application sufficient to input and retrieve data.
• Ability to demonstrate computer keyboard skills.

Physical Requirements:

• Ability to sit for long periods of time within a confined space.
• Requires full range of motion, manual and finger dexterity of eye hand coordination.
• Requires corrected vision and hearing to a normal range.
• Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body.
• Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.

Keywords: advice, advice line, nurse on call, triage
The policy of Cleveland Clinic Health System and its system hospitals (Cleveland Clinic Health System) is to provide equal opportunity to all of our caregivers and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. All offers of employment are follwed by testing for controlled substances and nicotine. All new caregivers must clear a nicotine test within their 90-day new hire period. Candidates for employment who are impacted by Cleveland Clinic Health System's Smoking Policy will be permitted to reapply for open positions after one year.
Cleveland Clinic Health System administers an influenza prevention program. You will be required to comply with this program, which will include obtaining an influenza vaccination on an annual basis or obtaining an approved exemption.
Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic Health System facility.
Please review the Equal Employment Opportunity poster.
Cleveland Clinic Health System is pleased to be an equal employment employer: Women / Minorities / Veterans / Individuals with Disabilities