Job description

**must have a compact state RN license**

Job Summary:

Responsible for phone triage of symptom-based calls from patients. The Nurse assesses the patient’s needs, clinical symptoms, follows symptom-based protocols and gives appropriate clinical advice per nationally-recognized guidelines. The nurse also provides telephone education and counseling to callers regarding a variety of health-related topics. When appropriate, the nurse provides referral to providers, healthcare facilities, and community resources.

Essential Duties and Responsibilities:

• Promptly answers telephone inquiries regarding caller needs through listening and asking open-ended questions.

• Conducts sound nursing assessments and offers alternatives following established nationally-recognized clinical guidelines.

• Thorough, concise documentation of all calls with adherence to confidentiality agreements and policy and procedure.

• Reports unusual calls or variances to established policies and procedures to Manager or Supervisors.

• Maintains current knowledge base regarding practice issues and actively seeks opportunities to enhance same.

• Participates in CQI, P&P, and staffing processes.

• Promotes sense of pride in center and positive interpersonal relations among all team members.

• Independently seeks out guidance/assistance as needed.

• Displays competency in assessing the health needs of populations across the continuum of life (newborn to 100+ years of age).

• Attends staff meetings, required training, and continued education opportunities specific to call center.

• Completes bi-annual competencies and self-performance evaluation with outlined goals and objectives.

• Additional responsibilities include but are not limited to: network referral, order intake, and assistance with Call Center Representative calls as appropriate to maintain service levels.

Education and/or Experience:

• Concurrent RN licensure in state of residence.

• College degree or nursing diploma.

• Minimum of 2 years of clinical experience in acute or ambulatory care.

• Current CPR certification required.

• Certification in nursing specialty desired but not required.

Knowledge and skills:

• Superior nursing process skills.

• Excellent clinical acumen.

• Exceptional written, verbal and interpersonal communication skills.

• Health education counseling skills.

• Knowledge of basic community services.

• Understanding and use of clinical systems, including triage software and EHRs.

• Pleasant telephone manner.

• Positive, enthusiastic, helpful personality.

• Organized, able to set priorities.

• Works effectively with minimum supervision.

• Works well as a team member.

• Ability to learn various software programs necessary to complete duties.

Physical Demands:

• Ability to work in a limited space.

• Lifting up to 25 lbs. on occasion.

Work Environment:

• Office

Job Types: Part-time, Per diem

Standard shift:

• Day shift
• Evening shift

Weekly schedule:

• Weekend availability

Experience:

• Phone Triage: 2 years (Required)
• Nursing: 2 years (Required)

License/Certification:

• Compact State Nurse License (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: Remote

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