Call Center Triage RN

Under the direction of the appropriate provider and guidance from approved evidence based algorithms, the triage nurse will handle telephone inquiries from patients who are seeking medical information and/or medical attention regarding their medical condition. The triage nurse will be able to answer questions, schedule appointments as the patient’s condition requires and provide limited health education as per established protocols, policies, the Nurse Practice Act and other guidelines as applicable.

Requirements:

EDUCATION :
Graduate of an approved school of nursing and licensed in New York State. An Associates Degree in Nursing is required.

EXPERIENCE:

A minimum of three years’ experience in the acute or ambulatory care setting. Candidate will have strong critical thinking and problem solving skills. Excellent interpersonal, organizational, and customer service skills are essential.

Medical terminology, familiarity with CPT and ICD-10 coding procedures and reference tools, and pharmacology appropriate to the Registered Nurse scope of practice is essential.

Requires excellent decision making skills and initiative. Must demonstrate the ability to communicate effectively with all members of the healthcare team, patients and community representatives. Thorough knowledge of nursing theory. Knowledge of standard practices, rules and regulations, the Nurse Practice Act and others related to nursing. Must be able to set priorities and anticipate provider and patient needs.

Must be able to perform under stress when confronted with emergency, critical, or unusual situations. Must be capable of dealing with periodic cyclical workload pressures and levels of responsibility. Required to make independent judgments without supervision. Must be able to make generalizations, evaluations, or decisions based on sensory or judgmental criteria. Must have the adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Requires the ability to work with people beyond giving and receiving instructions.

Responsibilities:

• Provide excellent customer service to patients, staff and community health care providers while handling incoming telephone calls.
• Screens and responds to patient phone calls, directing to Primary Care or Specialty provider as needed.
• Working knowledge of triage intake
• Furnishes medical advice per approved triage protocols and algorithms.
• Schedules urgent appointments, based on necessity and acuity, by offering the earliest appointment available with each provider contacts practices to alert Clinical staff to add on to provider schedule
• Enters necessary information into EMR and other systems as required.
• Documents accurately and clearly each telephone encounter with the patient in the EMR for continuity of care.
• Monitors task documentation to ensure completion within organizational standards.
• Maintain patient confidentiality through adherence to HIPPA
• Other duties as assigned.
• Adheres to all regulatory/safety policies and requirements.

Ellis Medicine is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex/gender, age, national origin, disability, genetic information, predisposition or carrier status, military or veteran status, prior arrest, or conviction record, marital or familial status, sexual orientation, transgender status, gender identity, gender expression, reproductive health decisions, or domestic violence victim status.

Salary Range:  $31.50-47.26    /hour                   Pay is based on experience, skills, and education. Exempt positions under the Fair Labor Standards Act (FLSA) will be paid within the base salary equivalent of the stated hourly rates. The pay range may also vary within the stated range based on location.