Registered Nurse, Health Call (Telephone Triage), Part Time, Remote Position

The Health Call Triage Registered Nurse, compassionately delivers an exceptional experience to patients across their life span, through the nursing process, assesses, plans, implements, and documents the effects of care. Performs with integrity and delivers the best customer service experience making all customers and team members feel better because they talked to you. The RN is responsible to use nursing judgment in answering/returning patient calls. Works cooperatively to provide support to team members by serving as a clinical resource as well as maintaining standards for professional nursing practice. These nursing functions of the RN are carried out according to the Nurse Practice Act, hospital policy/employee handbook, hospital vision and the Philosophy of the Department of Nursing. Opportunities to identify and exceed patient expectations by committing to and building strong relationships. This would include providing test results when appropriate, directing prescription refills to the appropriate provider, following a protocol established by the providers for the appropriate triage of medical questions/concerns from patients and/or families.

• Research complex clinical issues and work with support resources to resolve patient issues and/or partner with others to resolve escalated issues.
• Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call.
• Prioritize calls, responds to patient communications and routes complete and accurate messages to the appropriate individual.
• Handles escalated calls, resolving more complex patient issues independently and in real time.
• Serves as a clinical resource for other team members customers.
• Verify patient demographic information.
• Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
• Assist with appointment scheduling or connections with Urgent Care or ED’s when appropriate.
• Demonstrates effective communication using AIDET techniques on every call.
• Ascertains patient's chief complains and describes same in chart accurately and succinctly. Reviews drug allergies and present medications. Assists with patient education re: diet, medications, etc.