Call Center Telephone Triage Advice Nurse presso SANTA ROSA COMMUNITY HEALTH

Description

POSITION TITLE: Call Center Telephone Triage Advice Nurse

REPORTS TO: Director of Nursing

Job Summary: The Call Center Telephone Triage Advice Nurse is responsible for triaging and assessing incoming calls from patients, providers, hospitals, clinics, laboratories, pharmacies and any other persons needing triage, assessment, assistance or advice regarding SRCH patients. The Call Center Telephone Triage Advice Nurse assists Call Center staff in prioritizing incoming calls, taking urgent calls if Team Nurse is unavailable, and is available to offer assistance, guidance and education on an ongoing and as needed basis

DUTIES AND RESPONSIBILITIES:

• Triages/assesses and prioritizes all incoming calls.
• Answers calls on a wide variety of topics and for all age groups and medical conditions.
• Answers all calls in a timely, professional manner.
• Will determine, through education, experience and gathered information, the level of severity/urgency/concern; then, advise/direct patient or caller as appropriate per written policies and procedures.
• Will gather information from caller needed to make an accurate assessment.
• Will utilize electronic medical records to gather information.
• Will document calls using Telephone Encounters.
• Will consult with PCP or POD as needed.
• Will educate caller on self-help and care at home strategies to reduce need for office visits (when appropriate) and reduce Urgent Care/Emergency Department visits.
• Provide clear information, advice and education to caller.
• Will schedule appointments as needed based on clinical assessment and judgement and/or as requested by caller.
• Will maintain strict patient confidentiality and comply with all HIPAA policies.
• Will assist Team Clinic nurses by helping them with their assigned telephone encounters as appropriate.

Qualifications

EDUCATION:

• Current valid California RN license in good standing.
• Current CPR certification.

EXPERIENCE:

• Two years experience with direct patient care preferred.
• Background in critical care, Emergency nursing, ambulatory care or primary care preferred.

KNOWLEDGE AND SKILLS:

• Fluent in English; Spanish (speak, read and write) preferred.
• Demonstrates knowledge of compliance issues within the community health clinic environment.
• Demonstrates strong critical thinking skills.
• Strong interpersonal skills; ability to be sensitive with persons of various social, cultural, economic and educational background.
• Strong organizational skills with ability to prioritize work relatively independently and manage multiple tasks with frequent interruptions.
• Strong written, listening and verbal communication skills.
• Good judgement, problem-solving and decision-making skills.
• Familiarity with a wide variety of patient-related conditions, medications, procedures and resources available for all age groups.
• Give and follow verbal and written instructions with attention to detail and accuracy.

PHYSICIAL REQUIREMENTS:

• Ability to use standard office equipment including a telephone, portable telephone, computer, keyboard and mouse.
• Job requires frequent sitting; workstation may be evaluated for a stand-up option.
• Ability to communicate effectively, both in writing and when speaking, in a manner which can be understood by those with whom the nurse is speaking.
• Ability to use a certified translation service as needed.