Telephone Triage Nurse

*Position Title: *Triage Phone Nurse *Reports To: *Operations Director *Classification: *Hourly; nonexempt *Attendance at HIPAA and compliance educational programs is a requirement of employment.
* *SUMMARY:* In an outpatient clinical setting, under the direct supervision of the Operations Director, the Triage Phone Nurse serves as a liaison between physicians, nurses, and patients.
The triage nurse manages and documents patient phone calls pertaining to medical conditions and questions according to established policies, department routine and protocols.
*DUTIES AND RESPONSIBILITIES:* * Works with physicians, nurses, and patients to resolve questions concerning medications, health education, and medical advice within skill level and scope of practice.
* Works with physicians, nurses, and patients to assess the urgency of patient problems.
Assists the patient by acquiring the appropriate appointments, as needed.
* Schedules same day appointments as needed based upon triage, provides clinical advise within scope of practice, or advises caller to seek a higher level of care at a stats care or Emergency Department.
* Retrieves messages from phone mail in a timely manner and responds to patient needs according to medical priority.
Documents all incoming calls on paper phone log and transfers information to the electronic EHR message to be sent to the appropriate nurse and/or providers.
* Responds appropriately within skill level and documented departmental policies; and when appropriate, seeks provider advice when responding to patient’s medical care.
* Follows through in a timely manner on patient requests.
* Submits requests for prescription refills to appropriate provider.
Records all prescription/refill information in the electronic health records (EHR).
Refills prescriptions according to physician’s orders and records in electronic health records.
* Assists physicians and staff in other ways as assigned, including coverage of LPN schedules during rare or infrequent staff shortages.
* Initiates, with physician’s approval, referral to in-house and community support services.
* Provides explanation to patient and/or family regarding treatment plan, when necessary.
* Informs Operations Director when potential problem is communicated by patient regarding physician-patient relationship or regarding patient concern with care rendered.
Documents patient complaints on appropriate forms and forwards to Risk Manager/Quality Manager for purpose of QI/PI.
* When necessary, answers patient questions regarding/concerning test results and follow-up care or instructions per physician order within department guidelines and documents in the EHR * Maintains proper telephone etiquette: Identifies self by name when answering telephone; politely asks caller to hold and waits for an affirmative response before placing caller on hold; when transferring a call, informs caller to whom and where the call is being transferred, if at all possible; when making an appointment, repeats doctor’s name, date, and time of appointment before completing call, understands and utilizes features of the telephone and phone mail system (i.
e.
, hold, transfer, forward, creation of and changing of phone mail greeting, etc.
) * Performs miscellaneous job-related duties as assigned.
*MINIMUM JOB REQUIREMENTS:* * Minimum requirement: RN * Minimum requirement: At least 2 years’ nursing experience; prefer 5 years.
At least one year’s experience in triage in primary and/or community and/or acute settings.
* Prior experience with OSHA, CLIA, Safety, and Immunizations highly preferred.
* BLS certification through American Heart Association within 90 days of employment.
*KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:* * Displays a professional behavior at all times (manner, dress, language, treating all patients equally, limiting personal information shared with patient.
) * Greets all patients equally in a professional manner, exhibiting friendliness, concern, and courtesy.
* Reacts in a positive manner to customer/patient concerns (i.
e.
, remains calm and displays empathy).
* Demonstrates Communication and Organizational skills.
* Ability to perform standard clinical procedures according to established protocols.
* Ability to perform routine invasive procedures, such as EKG, FBS, suture/staple removal, ear irrigation, and nebulizer treatments et al.
* Knowledge of patient evaluation and triage procedures.
* Ability to maintain quality, safety, and/or infection control standards.
* Knowledge of inventory management practices.
* Ability to maintain calendars and schedule appointments.
* Knowledge of patient care charts and patient histories.
* Knowledge of outpatient clinical administrative procedures.
* The ability to utilize telephones, computer terminals, fax machines, and copiers is required.
* Knowledge of Equality & Valuing Diversity Principles.
*CONDITIONS OF EMPLOYMENT:* * Must be willing to submit to post offer, pre-employment physical examination/medical history check.
* May be required to submit to annual TB and rubella screening.
* Lifecare Family Health will provide Hepatitis A/B vaccinations; candidate may decline vaccinations in writing or may provide record of vaccination from previous employer.
* A pre-employment background investigation and urine drug screen is required.
*WORKING CONDITIONS AND PHYSICAL EFFORT:* Prolonged sitting or standing may be required.
Those physical movements and the degree of mobility, manual dexterity and hand-eye coordination normally associated with nursing duties in a clinic office setting will be performed on a repetitive basis.
This also includes bending, twisting, reaching, lifting, pulling, pushing, and walking.
The ability to sustain moderate physical activity, handling of average-weight objects up to 25 pounds, and standing and/or walking for more than four (4) hours per day is expected.
Working under stressful conditions as well as irregular hours may be required.
Job Type: Full-time Pay: From $27.
50 per hour Expected hours: 40 per week Benefits: * Dental insurance * Employee assistance program * Employee discount * Health insurance * Health savings account * Life insurance * Paid sick time * Paid time off * Retirement plan * Vision insurance Physical setting: * Clinic Schedule: * 8 hour shift * Day shift * Monday to Friday Work Location: In person