We are so glad you are interested in joining Sutter Health! **Organization:** SC - Sansum Clinic **Position Overview:** Aids patients in obtaining the correct level of care with the appropriate provider at the right time. Provides advance clinical telephone support to Sutter Health patients, other callers, in-basket and other remote support for physicians, and limited in-clinic support. Uses the nursing process, input from physicians, and Sutter Health's approved telephone nursing guidelines and protocols to maintain highly efficient operations, to provide quality care, and to ensure positive patient outcomes. Assesses patients' needs, appropriately dispositions cases, collaborates with the clinic and hospital-based providers to renew electronic prescriptions, identifies hospital and community resources, consultations and referrals, and preforms nursing follow-up activities. Clinical support includes assisting physician partners with message management and other communications within the electronic medical record (EMR) system, as well as limited patient care in an outpatient setting. **Job Description** : _These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development)._ **JOB ACCOUNTABILITIES** TELEPHONE TRIAGE • Independently triages and/or advises callers, based on the perceived illness acuity, to the most appropriate level of care (to include referrals the patient’s physician, nurse or emergency room) utilizing standardized procedures and protocols. • Confers with a physician for any illness/injury needing additional telephone advice. • Explains medical terms, diagnostic procedures, patient care, treatments and or equipment, medical supplies, and prescription information/renewals using established protocols, procedures, and guidelines. • Works collaboratively with clinicians when developing new and reviewing existing triage protocols. DOCUMENTATION • Surveys and records the patient’s symptoms, medicines, and medical history, using the nursing process, to obtain information on the chief complaint, to match the symptom pattern to the protocol, assign acuity/urgency, the potential of self-care intervention, and type of follow-up needed. • Communicates and documents telephone calls/assessment/intervention/ communication within 24 hours of the call time, observing prudent risk management protocols. • Consults directly with the client’s clinician regarding medical conditions of concern, according to protocol. LIAISON • Acts as an effective liaison between the patient’s physician, staff, inpatient settings, home, and community. • Supports the patient/physician relationship; properly coaches, counsels and prepares the patient for a physician visit. • Develops and implements follow-up procedures for patient issues or complaints, including notifying the appropriate management. • Contributes to interdisciplinary quality review upon request. COMMUNICATIONS • Models “first impression” behaviors with all clients over the telephone, representing a positive initial contact • Uses active listening skills, caring voice tones, good rapport, and a non-judgmental attitude when collecting caller/patient information or responding to questions. • Interacts in a professional and collaborative manner with peers, staff, clinicians and outside entities to promote a positive environment. **EDUCATION** Graduate of an accredited school of nursing **CERTIFICATION & LICENSURE** RN-Registered Nurse of California BLS-Basic Life Support Healthcare Provider **DEPARTMENT REQUIRED CERTIFICATION & LICENSURE** Department, non-patient facing/care: BLS-Basic Life Support Healthcare Provider not required **TYPICAL EXPERIENCE:** 2 years recent relevant experience **SKILLS AND KNOWLEDGE** Professional knowledge of clinical nursing protocols, regulations and institutional standards of care and risk management with an emphasis in the areas of disease processes, emergencies, health sciences and pharmacology. Advanced clinical knowledge of medical diagnoses, procedures, protocols, treatments, and terminology, including a working knowledge of state and federal regulations and guidelines. Solid analytical and project management skills, including the ability to analyze problems, situations, practices, and procedures, reach practical conclusions, recognize alternatives, provide solutions, and institute effective changes. Communication, interpersonal, and interviewing skills, including the ability to build rapport and explain medical lab results or sensitive information clearly and professionally to diverse audiences (patients, staff, and doctors). Proficient computer skills, including Microsoft Office Suite and experience working electronic medical/health records. Work independently, as well as part of a multidisciplinary team, while demonstrating exceptional attention to detail and organizational skills. Manage multiple priorities/projects simultaneously, sometimes with rapidly changing priorities, while maintaining event/project schedules. Recognize unsafe or emergency situations and respond appropriately and professionally. Ensure the privacy of each patient’s protected health information (phi). Analyze possible solutions using precedents, existing departmental guidelines and policies, experience and good judgment to identify and solve standard problems. Build collaborative relationships with peers, physicians, nurses, administrators, and public to provide the highest quality of patient care. **PHYSICAL ACTIVITIES AND REQUIREMENTS** See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements For onsite employees: Job Requirements (https://https://sutterhealth.sharepoint.com/:b:/s/JobAnalysisLibrary/EZkuWSWxSAdOt2KI6QsYWx0BES\_NeIDo-vseQQPpiUYMlQ?e=efeghU) **Job Shift:** Days **Schedule:** Full Time **Shift Hours:** 8 **Days of the Week:** Monday - Friday **Weekend Requirements:** None **Benefits:** Yes **Unions:** No **Position Status:** Non-Exempt **Weekly Hours:** 40 **Employee Status:** Regular Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans. Pay Range is $59.72 to $78.22 / hour. Colorado Pay Range is $59.72 to $78.22 / hour. _The salary range for this role may vary above or below the posted range as determined by location. This range has not been adjusted for any specific geographic differential applicable by area where the position may be filled. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, department equity, training and organizational needs. Base pay is just one piece of the total rewards program offered by Sutter Health. Eligible roles also qualify for a comprehensive benefits package._ _​_