Call Center Triage Nurse Lead ($3 Shift Diff

POSITION DESCRIPTION

The Call Center Triage Nurse Lead promptly answers incoming IHA patient telephone calls or makes outbound calls; responds to IHA patient health‑related questions over the telephone. Follows established Call Center protocols for addressing and/or directing patient for appropriate care. Additional Lead responsibilities include serves as point person – lead nurse – for Call Center Nurses. Serves as liaison between Call Center and providers and division leadership;

provides Nurse Manager support and back‑up.

• Receives incoming telephone calls and/or makes outbound calls to patients who have left a message with the Call Center; collects key health data from patient and triages/assesses patient telephone calls with strict adherence to approved Call Center protocols.
• May provide medical advice for the condition presented over the phone; ensures that advice is within the scope of the role and in accordance with Call Center protocol for the patient’s condition.
• Identifies emergent medical and/or related patient situations and assists patients by assessing appropriate level of care required. If in question, errs on side of higher level of care if unable to clarify; uses Call Center protocols for emergent medical conditions presented.
• Serves as point person – lead nurse – when working onsite weekend days shifts and weekday non‑day shifts for Call Center Nurses. Answers both nursing and representative questions.
• Understands and adheres to Call Center processes for paging on‑call physicians as necessary; may consult with physicians, mid‑level providers and other team members as appropriate to ensure quality patient care is maintained.
• Appropriately schedules patient appointments; obtains required information and provides necessary documentation. Accurately completes all necessary routing.
• Refills medications per protocols.
• Orders medications and updates the medication module per approved protocols.
• Receives and processes STAT and critical labs; notifies Provider as per protocol.
• Refaxes lab and radiology requisitions.
• Accurately completes the Call Center Management Tool. Uses the call log and on‑call MD calendar accurately and appropriately.
• Documents complete and accurate patient records related to calls received, data collected, services rendered, follow‑up provided, and/or outcomes as described by the patient or family.
• Trains and orients new Call Center Triage Nurses, both onsite and virtually.
• Provides feedback for Call Center Triage Nurse and Call Center Representative performance reviews.
• Assists Call Center Nurse Manager with the interview and hiring process.
• Provides input on protocols, protocol revisions and workflows.
• Assists in reviewing clinical calls or reviewing clinical documentation.
• Supports manager in preparing Call Center Nurse schedules. This can include emailing or calling Call Center Nurses.
• Assists in identifying issues and provides solution suggestions.
• Performs call quality and documentation quality reviews on assigned nursing staff.
• Assists when issues need to be escalated during shift and involving manager when appropriate.
• Performs/Assists with any projects, pilots, initiatives or duties as assigned and works within scope of RN licensure.

• Creates a positive, professional, service‑oriented work environment for staff, patients and family members by supporting the mission and values of Trinity Health Medical Group.
• Must be able to work effectively as a member of the Call Center team.
• Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
• Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
• Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
• Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains…