Triage Call Center Nurse (Medical Group) - Care Team Redesign (Part time)
Job description
1. Reviews patient inbasket messages and talks directly to patients on the telephone or via Mychart and directs patients to appropriate level of care (emergency department , urgent care centers, physician office) per protocol or provides appropriate home medical advice
2. Conducts patient telephone assessment utilizing nursing skills to determine problems, intervening according to the patients need and gives instructions to patient/caregiver. Evaluates patient’s and caregiver’s understanding of instructions using teach-back methodology and conveys related information and issues to appropriate clinical staff by telephone or by utilizing the EMR.
3. Uses available clinically appropriate resources (triage book, up to date,etc) to make sound clinical decisions
4. Determines urgency of seeing the patient based on brief assessment and on familiarity with a patient’s condition and history by reviewing the EMR.
5. Sends patients with high-risk chief complaints such as chest pain, abdominal pain, or severe headaches, signs and symptoms of stroke to emergency department immediately, assists with arranging ambulance as needed.
6. Provides appropriate home medical advice to patients who do not need to go directly to the ER.
7. Arranges appointments for patients who do not need to go to emergency department but need to see a physician. Consults with physician as needed.
8. Performs excellent customer service and listens to caller’s concerns, promptly intervenes to solve problem to customer’s satisfaction, and communicates pertinent information to clinical staff and supervisors.
9. Participates in care coordination activities, quality studies, patient-centered medical home activities and quality initiatives as assigned.
10. Adheres to all Northwest Community Hospital standards, policies, and procedures.
1. Diploma in Nursing required, Bachelor’s Degree preferred in Nursing or a healthcare related field with extensive knowledge of medical terminology and disease processes.
2. Professional licensure in the State of Illinois.
3. Minimum of three years of experience as an RN required.
4. Minimum one year of telephone triage experience preferred, preferably in medical practice setting.
5. Critical thinking skills necessary to assess, evaluate, draw accurate conclusions, and make decisions based on factual evidence.
6. Excellent verbal and written communication skills with the ability to clearly communicate instructions
7. Knowledge of telephone-based clinical assessment techniques.
8. Skill in making triage decisions and responding quickly and calmly in emergency situations such as calling 911 and arranging for ambulance.
9. Skill in using electronic medical records to check patient history.
10. Knowledge of appropriate at home health information for patients to follow per protocol until physician appointment
11. The interpersonal skills necessary to interact with patients, their family members, physicians, referral sources and co-workers effectively.
12. The organizational skills necessary to effectively manage time and handle multiple priorities.
13. The ability to use computers to enter data and retrieve information.
About Us
Serving Chicago's northwest suburbs since 1959, we are an independent, not-for-profit healthcare system dedicated to providing outstanding care in the communities we call home. Our comprehensive, patient-centered system of care has dozens of locations throughout the area.
Our award-winning care has been recognized on a national level. Some of our top awards include:
- America's 250 Best Hospitals™ Award recipient for three years in a row from Healthgrades®
- Magnet® designation for nursing excellence, received consecutively since 2006
- The Joint Commission's Gold Seal of Approval and Comprehensive Stroke Center designation
Our team includes:
- 4,000 employees
- 1,200 physicians on staff
- 200 primary are and specialty physicians
Annually, we treat an average of 20,000 inpatients and provide:
- 350,000 outpatient visits
- 76,000 emergency department visits
- 38,000 home care visits
- 2,700 newborn deliveries
A growing healthcare system
Over the years, we have continued to grow to meet the area's changing needs. Today, we're a world-class healthcare provider that combines compassionate care with a healing environment, cutting-edge clinical expertise and state-of-the-art facilities, including:
- A 509-bed hospital, including the South Pavilion with 200 private rooms
- The William J. and Marian H. Busse Center for Specialty Medicine, an eight-floor facility housing physician offices, medical specialty services and advanced diagnostic technology
- A Level III NICU, Level II Trauma Center and a dedicated pediatric emergency department
- Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg
- 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg
- Nine outpatient imaging locations that provide advancted pediatric emergency department
- Five Immediate Care Centers, in Buffalo Grove, Kildeer, Mount Prospect, Palatine and Schaumburg
- 23 physician offices in Arlington Heights, Buffalo Grove, Kildeer, Mount Prospect, Palatine, Rolling Meadows and Schaumburg
- Nine outpatient imaging locations that provide advanced imaging technology, including MRI, CT, ultrasound, X-ray and 3D mammography
- 13 clinical laboratory sites in seven suburbs and at the hospital
- 33-bed acute inpatient rehabilitation unit and seven outpatient rehabilitation centers
- The Wellness Center, a premier health and fitness center and spa on the NCH campus
- A full-service, retail pharmacy on the hospital campus
Primary Location: United States-Illinois-Arlington Heights
Work Locations: 3040 Salt Creek - Shared Svcs 60005
Job: Nursing/Patient Care
Shift: Day Job
Employee Status: Regular
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