Telephone Triage Nurse

Summary: The Telephone Triage Nurse is responsible for handling all incoming phone calls, portal messages and patient emails received in the office in accordance with AAP protocols, Physician directives and ABC policies and procedures.

Duties and Responsibilities

• Answer every phone call for the practice.
• Distribute calls appropriately.
• Give advice to parents on how to treat illnesses at home per AAP or MD.
• Triage calls to determine who needs to go to ER, come into the office or treat at home.
• Prioritize those that need to be seen at the office.
• Chart each conversation in the EHR.
• Schedule all appointments per office policy.
• Manage last minute physician schedule changes, rescheduling appointments as needed.
• Return phone calls, emails and portal messages within 24 hours.
• Process refill requests and follow up on new medication orders. Call Rx into pharmacy when needed. Notify parents when refills are complete.
• Register newborns & new patients per office policy, including newborn tracking system.
• Serve as liaison between parents and MDs when they have questions.
• Complete progress phone calls as requested by MDs.
• Complete Did Not Keep Appointment (DNKA) calls as requested by MDs.
• Handle all radiology reports and pharmacy questions.
• Review lab/radiology results with parents as requested by MDs, per office policy.
• Write school excuse notes for patients and fax to appropriate school, with medical records release authorization.
• Write PT, OT, ST orders as needed, per MD orders.
• Complete prior authorizations for medications and procedures as needed.
• Offer, schedule and log interpreters for parents with limited English or hearing proficiency using the service appropriate to the patient’s insurance plan.
• Assist Floor Nurses with the processing of forms as needed per forms protocol.
• Monitor after hours call reports, following up with patients on the next business day.
• Monitor hospital and emergency department discharge notifications. Reach out to patients within 48 hours of discharge to check in on their status, identify and schedule any follow up care needed.
• Address any walk-ins with medical issues or questions.

Other Duties

1. Participate in staff meetings and understand the Medical Home model and how primary care coordinates care for patients, including labs, referrals, and transitions of care to emergent or community services.

2. Participate in staff meetings and understand how the practice utilizes goal-setting and motivational interviewing to support patients in self-care. Effectively communicate with patients and staff utilizing change talk, particularly with vulnerable populations.

3. Participate in staff meetings and understand how the practice effectively manages the patients and proactively addresses their needs.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or general education degree (GED), nursing degree and current RN license. One to two years related experience and/or training; or equivalent combination of education and experience.

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Math Ability:

Ability to add, subtracts, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Word, Microsoft Excel, EMR and scheduling software.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms.

Job Types: Full-time, Permanent

Pay: $25.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Medical Specialty:

• Pediatrics

Physical Setting:

• Clinic

Schedule:

• 10 hour shift
• Day shift
• Weekends as needed

Work Location: In person