Phone Triage Nurse
Under the general supervision of the Associate Director of Care Coordination & Special Programs, the Phone Triage Nurse will be responsible for the nurse phone line, over-the-phone patient triaging, assist with nurse case management, nursing assessments, collaboration with providers and other departments, and provision of quality patient care. This role provides leadership, direction, and management in the position’s duties with utmost customer care, compassion, and integrity in supporting the quality of care for the patients and the community.
1) Monitors and responds to triage calls on the nurse phone line.
2) Talks directly to patients on the telephone and then directs them to emergency rooms (ERs), urgent care centers, and home care advice or to schedule patients to their physician during office hours.
3) Determines urgency of seeing the patient based on brief assessment and on familiarity with a patient’s condition and history.
4) Uses computerized clinical decision-making including algorithms that closely imitate physician logic and thought patterns, as guide.
5) Obtains appropriate input and direction from the physician/provider as needed to determine best clinical course of action and recommendations for specific patient health care needs.
5) Sends patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches to ER immediately or arranges for ambulance.
6) Provides appropriate home health advice to patients who do not need to go directly to the ER.
7) Accurately documents symptoms/complaints, nursing assessment, advice provided and patient/caller response via Nextgen Electronic Health Record system. Follows policies, procedures, and protocols to ensure consistency and departmental effectiveness as well as improve health care outcomes of patients/callers and their access to appropriate health care.
8) Arranges appointments for patients who do not need to go to ER but need to see a physician/provider. Consults with physician/provider as needed.
9) Utilize standing orders, triage protocols and algorithms appropriately.
10) Acts, when designated, in “Ask a Nurse” capacity, managing routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?”
10) Serve as a clinical resource and professional role model for other nursing staff.
11) Prioritizes work tasks and services and completes tasks in a timely manner.
12) Assist in medical chart reviews and compiling data for audits and reports.
12) Assures that pertinent medical information is forwarded to proper departments as needed for continuity of patient care
13) Assist Managing Nurse with developing nursing policies and procedures.
14) Maintains accurate, clear, and concise progress notes, problem lists, and medication lists.
15) Provides patient education regarding disease processes, therapies, and healthful behaviors.
16) Communicates appropriately and tactfully with staff, consultants, patients, significant others, and community. 17) Reduce conflict and increase patient satisfaction whenever possible through timely response to calls.
18) Participates in staff, planning, in-service, and other meetings as needed.
19) Participates in Performance Improvement activities as assigned.
20) Performs other duties as assigned.
1. Excellent verbal and written communication skills, including strong organizational, detail and interpersonal skills
2. Computer skills and knowledge of word processing
3. Recommends and collaborates in in-service education programs to promote staff development.
4. Must demonstrate the knowledge and skills necessary to provide care appropriate to the age of the patients served.
5. Must be able to identify and categorize each patient’s age-specific grouping of needs, such as those for infant, adolescent, or geriatric patients.
6. Assist in NTACHC policy development and management of organizational policies and procedures.
7. Maintain current nursing licensure by completing applications for renewal in a timely manner and by complying with all requirements for continuing education.
- Must be a licensed nurse, LVN, RN or BSN
- Possesses current License in State of Texas.
- Maintain current CPR and/or ACLS/BCLS certification
- Minimum of three years’ experience in direct patient care, preferably in an ambulatory care setting
- Minimum of three years increasingly responsible nursing management, experience preferably in out-patient setting.
- Experience in Multi-Group Health Center setting preferred
- Bilingual in Spanish/English Required
TYPICAL PHYSICAL DEMANDS
The physical demands described herein are representative of those that must be met by a staff member to successfully perform the essential functions associated with this position. Because we are committed to inclusion of those with disabilities, reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions associated with their position.
- Carrying: Transporting an object, usually by hand, arm, or shoulder.
- Lifting: Raising or lowering an object 25-50 pounds.
- Repetitive Motions: Making frequent movements with a part of the body.
- Requires working under stressful conditions or working under irregular hours.
- Exposure: To communicable diseases, body fluids, toxic substances, medicinal preparations, and other conditions common to a clinical environment.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Ability to work in a moderate noise level in the work environment is required.
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