Clinical Nurse, Telephone Triage

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work - and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

The telephone triage RN is a registered professional integrating and practicing in accordance with to the City of Hope professional practice model to deliver care service excellence. In alignment with City of Hope mission and values, and with continuous focus on the patient, family and community, carries out the nursing processes, documents according to standards, including validation of the patient and caregiver’s understanding of the plan of care and expected outcomes. The triage nurse is a change agent, committed to lifelong learning, professional development and embodiment of City of Hope organizational mission and values, and the values and ethos of the profession of nursing.

The telephone triage nurse is a member of the multidisciplinary health care team and is responsible for the conducting an accurate/reliable nursing assessment, disposition and documentation of health related issues, collaborating with providers of hematology, medical oncology, surgical oncology, and other specialties and not team specific, to ensure patient’s safety and achieve the most optimal health care possible that is uniquely tailored for each patient.

Key Responsibilities include:

• Enhances professional growth and development, participates in unit based projects and activities, staff meetings, councils, work teams, reviews current literature, attends educational programs, workshops and in services, actively participates in shared decision-making / participative leadership through committees, work teams, taskforces, and unit-based practice councils.
• Assessment:
• Assessment
• Intervention
• Facilitate understanding, address and minimize or eliminate barriers and to provide patient – centered education which is accessible and meaningful to the patient. Employs the teach-back method to validate the patient’s understanding of education, includes the designated caregiver in the patient / family education.
• Strives to provide excellence in patient and staff experience
• Assess patient level of stability and interrelatedness of direct and indirect RN provided care / dose of care
• The Swanson Model of Caring and Healing© (Kristen Swanson, 2013 [used with permission])
• Uses systems, electronic and other documentation according to standards, organizational policy and procedure to ensure and maintain an accurate record of nursing care. Effectively uses and applies information technology to give and receive information. Document the assessment, plan and outcome of telephone interaction timely in the medical record. Provide and document education or other relevant information. Maintains professional portfolio, per clinical ladder requirements. Takes physician telephone orders when applicable and documents orders per policy in the medical record. Transmits orders to other departments or pharmacies to when applicable within the RN scope of practice.
• Demonstrates competent understanding of and application of
  • The Swanson Model of Caring and Healing© (Kristen Swanson, 2013 [used with permission])
  • The City of Hope Quality of Life Model (Ferrell prc.coh.org)
• Plan of care
• Evaluation
• Customer Service:
  • Responds to patient telephone calls in a timely manner, assuring that all telephone calls are managed immediately or resolved within 24 hours of the initial telephone call. Conducts telephone calls backs to patients requiring follow-up care when appropriate.
  • Managing multiple priorities in an effective and organized manner, under stressful demand while maintaining exceptional service to patient, caregiver, provider and care teams. Maintain composure when dealing with difficult situations and responding professionally. Independently recognize a high priority situation, taking appropriate and immediate action. Effectively communicates with service delivery and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines. Performs other related duties as assigned or requested.
• Precepts new RNs and nursing students in exemplary professional practice
• Accepts the tenets of professional nursing practice and maintaining healthy interpersonal relationships (Manthey, 1969, 2014; Kouloroutis 2004, 2009; O’Rourke, 2013)
  • Responsibility, Authority and Accountability
  • Commitment to my Coworkers©
  • Role Based Practice
• Diagnosis / condition
• Demonstrates a high level of professional practice which supports the delivery of care excellence, extraordinary outcomes for our patients, families and communities, and fosters collaboration and teamwork to achieve positive working relationships with all nurses, advanced practice providers, physicians, allied health and support staff members, with attention to self-care and healthy work / life balance. Demonstrates proficient / expert understanding of the overall plan of care and coordinates the nursing plan of care, consults and collaborates with other disciplines to modify the plan of care as necessary and to ensure optimal patient care and outcomes. Collaborate with the patients primary health are team to develop a plan of care to manage the symptom when guidelines do not exist or when the triage RN determines that the situation may require additional orders or interventions.
• Leadership
  • Precepts new RNs and nursing students in exemplary professional practice
  • Mentors and coaches new and existing RN staff and ancillary support staff
  • Functions in Charge RN role
  • Strives to provide excellence in patient and staff experience
• Commitment to my Coworkers©
• Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.
• Care Coordination
• Demonstrates competent application of the nursing process according to the Role Based Practice model:
  • Assessment
  • Diagnosis / condition
  • Plan of care
  • Intervention
  • Evaluation
  • Teach / Inform
  • Dynamic interaction (circularity) among steps a – f
  • Assess patient level of stability and interrelatedness of direct and indirect RN provided care / dose of care
  • Care Coordination
• Understands and applies the City of Hope Code of Conduct, Code of Organizational Ethics, policies, procedures, performance and quality improvement objectives, promotion of a culture of service excellence, attendance, safety, environmental and infection control guidelines. Maintains integrity and confidentiality.
• Managing multiple priorities in an effective and organized manner, under stressful demand while maintaining exceptional service to patient, caregiver, provider and care teams. Maintain composure when dealing with difficult situations and responding professionally. Independently recognize a high priority situation, taking appropriate and immediate action. Effectively communicates with service delivery and other departments to resolve issues that impact patient care and escalating issues that cannot be resolved in accordance with departmental guidelines. Performs other related duties as assigned or requested.
• Mentors and coaches new and existing RN staff and ancillary support staff
• Education:
  • Facilitate understanding, address and minimize or eliminate barriers and to provide patient – centered education which is accessible and meaningful to the patient. Employs the teach-back method to validate the patient’s understanding of education, includes the designated caregiver in the patient / family education.
  • Enhances professional growth and development, participates in unit based projects and activities, staff meetings, councils, work teams, reviews current literature, attends educational programs, workshops and in services, actively participates in shared decision-making / participative leadership through committees, work teams, taskforces, and unit-based practice councils.
• Responsibility, Authority and Accountability
• Responds to patient telephone calls in a timely manner, assuring that all telephone calls are managed immediately or resolved within 24 hours of the initial telephone call. Conducts telephone calls backs to patients requiring follow-up care when appropriate.
• Collaboration:
  • Demonstrates a high level of professional practice which supports the delivery of care excellence, extraordinary outcomes for our patients, families and communities, and fosters collaboration and teamwork to achieve positive working relationships with all nurses, advanced practice providers, physicians, allied health and support staff members, with attention to self-care and healthy work / life balance. Demonstrates proficient / expert understanding of the overall plan of care and coordinates the nursing plan of care, consults and collaborates with other disciplines to modify the plan of care as necessary and to ensure optimal patient care and outcomes. Collaborate with the patients primary health are team to develop a plan of care to manage the symptom when guidelines do not exist or when the triage RN determines that the situation may require additional orders or interventions.
• Utilize the patient’s medical record to review pertinent clinical information that is important history or to assure that clinical assessment is comprehensive. Collects sufficient information related to the presenting problem including medical history, pattern or severity of symptom, current medications and any interventions that the patient may have already implemented at home. Complete focused assessment of patient without the advantage of face to face encounter with patients or caregiver of patient. Demonstrates the ability to assess and utilizes critical thinking to determine the urgency or acuity of the situation and instructs patients to seek emergency care when applicable. Refers patient to medical or community agencies those patients who need further treatment, evaluation, or assistance. Informs physician and Evaluation and Treatment Center immediately when directing patient to present to COH for face to face assessment of symptoms.
• The City of Hope Quality of Life Model (Ferrell prc.coh.org)
• Documentation:
  • Uses systems, electronic and other documentation according to standards, organizational policy and procedure to ensure and maintain an accurate record of nursing care. Effectively uses and applies information technology to give and receive information. Document the assessment, plan and outcome of telephone interaction timely in the medical record. Provide and document education or other relevant information. Maintains professional portfolio, per clinical ladder requirements. Takes physician telephone orders when applicable and documents orders per policy in the medical record. Transmits orders to other departments or pharmacies to when applicable within the RN scope of practice.
• Functions in Charge RN role
• Dynamic interaction (circularity) among steps a – f
• Role Based Practice
• Performs other related duties as assigned or requested.
• Teach / Inform

Basic education, experience and skills required for consideration:

• 5 year’s nursing experience in a call center, acute care, or ambulatory care setting
• Bachelor’s Degree in Nursing

Required Certification/Licensure:

• Current California RN License
• Basic Life Support (BLS) CPR Card through American Heart Association

Preferred education experience and skills:

• Oncology Certified Nurse (OCN)
• Experience in oncology/hematology.
• Telephone Triage, Seeks continuing education requirements to work at top of licensure as a registered nurse
• Master’s degree in Nursing or related field

Additional Information:

Shift: Nights

7pm - 7:30am - 12hours / 24 weekly

Status: Part time /

Onsite position

As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

City of Hope 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, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

Additional Compensation Information:

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate's experience, expertise, skills, education, job scope training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.