Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, womens health, primary care and the largest hospitalist program in Florida.

Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100 primary care practices and more than 60 outpatient facilities that span Floridas east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. Orlando Health Is Your Best Place to Work is not just something we say, its our promise to you.

Job Summary

Under the direction of the Nurse Manager, Practice Manager and/or Practice Supervisor and as a member of the Care Team, the
Ambulatory Triage Nurse (RN) will be responsible for handling high-volume calls from patients, medical facilities, and healthcare
agencies to assist with acute concerns, medication questions, post-visit questions, and other care concerns and coordination that warrant timely triage by a nurse. This position includes a flexible work arrangement of work from home after onsite in the call center for designated period. Working hours and locations vary based on department.

Orlando Health Medical Group Access Center

Downtown Orlando Florida

• Triages and provides thorough and sounds assessments of incoming urgent and non-emergent patient calls with acute symptoms, acting as an extension of the provider.
• Communicates and coordinates with the specialty and/or providers, or whom he/she designates, on patient care as needed.
• Provides guidance and instruction on acute intervention of stable and unstable patients over the phone using the nursing process.
• Develops, coordinates implementation of, and evaluates a plan of care for each call presented using Schmitt-Thompson protocols.
• Documents all call inquiries according to Orlando Health policies and procedures.
• Demonstrates the knowledge and critical thinking skills necessary to provide developmental, cultural, and age-appropriate care.
• Able to navigate in a fast-paced environment utilizing interpersonal skills to maximize caller reassurance.
• Demonstrates proficiency in multiple technology programs used by Orlando Health.
• Demonstrates interpersonal and communication skills with office staff, nurses, providers, contact center team, and leaders.
• Proficiencies in recognizing a change in patient status and need to escalate care. Coordinates with provider or nurse leader as needed.
• Assists with scheduling patients in a same day/next day appointment spot when indicated by disposition and level of care indicated.
• Adheres to the standards required in the role in regard to break times and phone time as well as weekend and holiday requirements.
• Provides patient services with the ultimate goal of providing the highest level of quality care and customer service.
• Refills prescriptions following Orlando Health policy and provider requirements.
• Communicates the plan of care clearly to the patient and ensures the patient fully understands prior to ending the call.
• Enrolls or updates patient MyChart information, if needed, each call.
• Maintains punctual attendance as in accordance with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Serves as a patient advocate while using available resources to help formulate ethical decisions for positive patient outcomes.
• Acts as a professional role model for orientees while being flexible to meet the needs of a training schedule.
• Works independently and efficiently with minimal supervision.
• Performs other administrative tasks as assigned.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Utilizes appropriate support, expert resources, or personnel to resolve complex or difficult situations.
• Excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines.
• Ability to effectively handle stressful situations professionally and calmly with exceptional customer service skills.
• Strong patient service skills including, but not limited to, listening, understanding, and responding in a calm and easy to understand manner.
• Attends required meetings and contributes on committees and projects as requested.
• Participates in professional development activities and maintains professional license(s) and affiliation(s).

Education/Training

• Graduate of an approved school of nursing.

Licensure/Certification

• Maintains current RN license in the State of Florida.
• Maintains current BLS certifications.

Experience

• Three (3) years of clinical experience in area of specialty or five (5) years of clinical experience when covering multiple specialties/service lines.
• Previous experience working with EPIC EMR required