Triage RN

Description

GENERAL PURPOSE:

Under the general direction of the Call Center Manager, the Triage Nurse (TN) delivers expert clinical patient triage, assessment, and advice via telephone. The TN prioritizes patients with urgent medical conditions to be seen urgently by their provider or other medical providers at Ampla Health and assess the need for emergency care. The TN coordinates comprehensive patient care and facilitates seamless communication with Medical Providers, medical clinics, Xpress Care services, and hospital services for patients with complicated conditions.  The TN enhances patient outcomes by assessing, prioritizing, and ensuring optimal communication and collaboration between patients, medical personnel, and the Call Center.

MAIN RESPONSIBILITIES & DUTIES:

• Patient Assessment: Execute comprehensive telephone triage to evaluate patient conditions and determine the adequate level of care. Utilizing the Telephone Triage Protocols for Nurses, 6th edition by Julie K. Briggs as a resource.
• Prioritizes Urgent Medical Conditions:  The TN prioritizes patients with urgent medical conditions to be seen urgently by their provider or other medical providers at Ampla Health and assess the need for emergency care.
• Clinical Advice: Provide evidence-based clinical guidance to patients, ensuring they receive appropriate and informed care.
• Coordination of Care: Facilitate seamless coordination with Medical Providers and Xpress Care services to ensure cohesive patient care and follow-up.
• Documentation: Meticulously document patient interactions, assessments, and care plans within the Electronic Health Record (EHR) system.
• Patient Education: Empower patients through education on condition management, medication adherence, and follow-up care instructions.
• Emergency Response: Identify and respond to emergency situations, ensuring timely intervention by assessing and directing patients to appropriate emergency services or Xpress Care.
• Communication: Maintain clear and effective communication with patients, families, Medical Providers, and other healthcare team members.
• Quality Improvement: Engage in quality improvement initiatives to enhance the efficiency and effectiveness of Call Center services.
• Conflict Resolution: Utilize effective strategies to resolve conflicts involving patients, staff, and other stakeholders, addressing issues such as misunderstandings, unrealistic expectations, and team disagreements.
• Professional Development: Stay abreast of the latest clinical guidelines and best practices to deliver high-quality care.
• Other Duties: Perform other duties as assigned by the Supervisor.

QUALITIES &CHARACTERISTICS

• Maintain a professional relationship and positive attitude with co-workers, patients, and all Call Center staff.
• Uphold the highest professional ethics and honesty in dealing with people; model these values for all employees through actions.
• Display enthusiasm towards work and the mission of the healthcare organization.
• Be receptive to new challenges and opportunities for learning and professional growth.

PROFESSIONAL KNOWLEDGE, SKILLS & ABILITIES

• Licensure: RN License required. BSN preferred.
• Technical Skills: Proficiency in using Microsoft Word and EHR systems. Typing speed of at least 40 WPM.
• Language Skills: Bilingual (English/Spanish, English/Punjabi, or English/Hmong) preferred but not required.
• Clinical Knowledge: Clear understanding of clinical standards, procedures, and protocols.
• Certification: CPR certification is required.
• Communication Skills: Strong communication skills, both verbal and written. Ability to interact courteously and calmly with patients and the public.
• Adaptability: Ability to adapt to specific environments and duties as needed.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• Comfortable office environment with regular patient interaction over the phone.
• Must be able to hear and communicate clearly with clients and staff over the telephone.
• Ability to lift up to 40 pounds and push up to 100 pounds (on wheels).
• Vision adequate to read memos, computer screens, and other documents.
• High manual dexterity and ability to perform physical activities such as bending, squatting, sitting, standing, stooping, crouching, reaching, kneeling, twisting/turning.
• Potential exposure to contagious/infectious diseases.

Qualifications

QUALITIES &CHARACTERISTICS

• Maintain a professional relationship and positive attitude with co-workers, patients, and all Call Center staff.
• Uphold the highest professional ethics and honesty in dealing with people; model these values for all employees through actions.
• Display enthusiasm towards work and the mission of the healthcare organization.
• Be receptive to new challenges and opportunities for learning and professional growth.

PROFESSIONAL KNOWLEDGE, SKILLS & ABILITIES

• Licensure: RN License required. BSN preferred.
• Technical Skills: Proficiency in using Microsoft Word and EHR systems. Typing speed of at least 40 WPM.
• Language Skills: Bilingual (English/Spanish, English/Punjabi, or English/Hmong) preferred but not required.
• Clinical Knowledge: Clear understanding of clinical standards, procedures, and protocols.
• Certification: CPR certification is required.
• Communication Skills: Strong communication skills, both verbal and written. Ability to interact courteously and calmly with patients and the public.
• Adaptability: Ability to adapt to specific environments and duties as needed.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• Comfortable office environment with regular patient interaction over the phone.
• Must be able to hear and communicate clearly with clients and staff over the telephone.
• Ability to lift up to 40 pounds and push up to 100 pounds (on wheels).
• Vision adequate to read memos, computer screens, and other documents.
• High manual dexterity and ability to perform physical activities such as bending, squatting, sitting, standing, stooping, crouching, reaching, kneeling, twisting/turning.
• Potential exposure to contagious/infectious diseases.

Salary : $47 - $70