Call Center Triage Nurse

CLASSIFICATION/STATUS: Non-Exempt, Licensed, Full Time, 40 hours/week, Permanent

IMMEDIATE SUPERVISOR
:
Nurse Manager

SUPERVISORY RESPONSIBILITIES
:
None

LOCATION: Remote

SALARY: Band E ($34.50 - $45.00/hour)

The mission of Charles River Community Health (CRCH) is to partner with individuals and families so they can thrive and lead healthier lives by delivering the comprehensive, integrated, and equitable primary healthcare that matters most to them. The Call Center Triage Nurse is a member of the Call Center Care Team and is responsible for applying clinical knowledge and judgment and using decision-making skills to analyze and act on patient care issues.

The Call Center Triage Nurse will provide clinical support in assessment of symptoms, determination of symptom acuity, offering information related to symptom management, patient education and care coordination.

• Assess patients' medical problems and complaints by phone and in person. Provide information and advice for home treatment when indicated.
• Obtain history and gathers triage information to determine appropriate avenue for care.
• Relay triage information and facilitates communication between the provider and the patient concerning patient disposition.
• Based on assessment, assist physician to determine appropriate disposition.
• Assist in the management of patient utilization of health care system and provides patient education relative to health care needs, use of community resources and responsibilities of membership in managed care.
• Provide telephone advice according to established guidelines and protocols. Monitors compliance and evaluates effectiveness of home treatment instructions.
• Develop telephone triage guidelines as needed.
• Demonstrate ability to initiate appropriate nursing interventions in prompt, precise and a professional manner while answering calls.
• Assist patients and family members or other clients with concern and empathy.
• Collaborate with Call Center staff in medical education that will help in delivery of patient care.
• Assist our Referral Department with clinical judgement/decision making and follow up with patients.
• Follow up with providers and/or nursing team once patient results have been delivered.
• Arrange for evaluation by a provider when indicated either by scheduling an appointment or telephone follow-up.
• Refer patients to the emergency room in consultation with a provider when indicated.
• Refer patient to other Health Center support services when indicated.
• Arrange transportation as needed.
• Educate patients and families by phone and in the Health Center about minor illnesses, medication usage, health maintenance needs, blood sugar monitoring, nebulizer usage and other prescribed health care regimens, operational procedures, and specialist referrals.
• Participate in the establishment and documentation of standard triage protocols and procedures and patient education information and present materials for review/approval by Medical Director and/or quality assurance committee.
• When necessary, secure appropriate interpreting services to handle communication with patients.
• Work within various managed care systems to make appropriate triage decisions and to coordinate referral authorizations with the Manager of Managed Care.
• Document all encounters in the medical record.
• Participate in community outreach projects and Center meetings as requested.
• Participate in Quality Assurance activities as directed.
• Work collaboratively with other Health Center staff in meeting JCAHO and other regulatory and/or funding requirements.
• Perform other duties as assigned by Nurse Manager or designee.

• In-state residency in Massachusetts preferred.
• Massachuset…