Summary

Purpose: Triages or manages symptom-based encounters with a patient over the phone or video by a Registered Nurse utilizing evidence-based triage protocols. With the goal to decrease unnecessary visits to physicians, APP’s, and the emergency room, as well as to provide information for self-care, uses excellent communication and information-gathering skills to determine the best course of action for the patient. Deals with the entire spectrum, from healthy patients to the acute and chronically ill. Telehealth triage nursing is based on the six-step nursing process: nursing assessment, diagnosis, goal/outcome identification, planning, implementation, and evaluation. Interventions commonly applied by the Telehealth Triage RN - Lead include:

identifies and clarifies patient needs; conducts health education; promotes patient advocacy and self-efficacy; and assists the patient to navigate the health care system.

 

Duties & Responsibilities: Accepts telephone calls from patients with varying levels of acuity and types of medical concerns. Promotes clear and coherent verbal communication following an appropriate line of questioning. Utilizes the electronic medical record to access and review patient records, steps through triage protocols to review possible conditions, relatable signs and symptoms, and evidence-based treatments, and facilitates next steps. Provides clear health information, assistance with medication refills as needed, thorough patient education, recommendation for use of over-the-counter medications as appropriate, and recommendations for the next steps to take. Evaluates the significance of the patient’s concern, determine if emergency care is needed, if a medical appointment should be made, or if the concern should be reported to the appropriate physician. Works for first call resolution of patient’s concern or need as appropriate. Completes Transitional Care Management telephone encounters for post hospital patients. Functions independently in a fast-paced environment. Assists with training of new coworkers and the onboarding process. Serves as a preceptor for new coworkers and established coworkers as needed. Perform quality call audits for peer nurses. Maintains nursing resources, files, and tools with updated information. Splits time between taking incoming calls and completing lead tasks.

 

Also responsible for safe, efficient, and timely triage of patients calling with psychiatric/substance abuse needs to Parkview ambulatory care providers. Coordinates care for the patient with other staff and provides clinical information to physicians or advanced practitioners to make appropriate recommendation for level of care or outpatient referral. Demonstrates knowledge of community resources and how to access their services when screening patients and family mental health needs.

 

Education

Requires a Diploma in Nursing or an Associate of Science in Nursing (ASN); Bachelor of Science in Nursing (BSN) preferred. Must complete general orientation.

 

Licensure/Certification

Must have a current, active RN license and currently hold a compact license or apply for the Nurse Licensure Compact as a part of the hiring process.

 

Experience

Minimum of five years’ experience as a registered nurse. Previous emergency department, critical care, or telephone triage experience is desired for this role. Experience in use of computers – hardware and software, and use of an electronic medical record.

 

Other Qualifications

Must have excellent verbal and written communication skills. Must demonstrate the ability to train and precept others. Must demonstrate analytical skills necessary to research, evaluate, and identify problem areas and solutions. Must demonstrate organizational skills necessary to lead several complex issues concurrently. Knowledge of workflows and standard operating procedures and process improvement focused. Critical thinking skills. Ability to determine the problem or patient need through conversation with a patient. Superior verbal communication skills are essential. Analytical skills to identify, research, and evaluate process improvement. Strong assessment skills and excellent clinical judgement. Crisis intervention and de-escalation skills. Teaching ability and mentoring new staff. Ability to remain calm in high stress situations. Strong organizational skills. Typing and computer ability to keep track of information gathered during the telephone conversation