Telehealth Triage RN - Lead

Overview

Summary:

Triages or manages symptom-based encounters with a patient over the phone or video by a Registered Nurse utilizing evidence-based triage protocols. The goal is to decrease unnecessary visits to physicians, APPs, and the emergency room, and to provide information for self-care. Uses excellent communication and information-gathering skills to determine the best course of action for the patient. Serves the full spectrum of patients from healthy to acute and chronically ill.

Telehealth triage nursing is based on the six-step nursing process: nursing assessment, diagnosis, goal/outcome identification, planning, implementation, and evaluation. Interventions commonly applied by the Telehealth Triage RN - Lead include identifying and clarifying patient needs; conducting health education; promoting patient advocacy and self-efficacy; and assisting the patient to navigate the health care system.

• Accepts telephone calls from patients with varying levels of acuity and medical concerns.
• Promotes clear and coherent verbal communication following an appropriate line of questioning.
• Utilizes the electronic medical record to access and review patient records, applies triage protocols to review possible conditions, related signs and symptoms, and evidence-based treatments, and facilitates next steps.
• Provides clear health information, assists with medication refills as needed, conducts thorough patient education, recommends use of over-the-counter medications as appropriate, and suggests next steps.
• Evaluates the significance of the patient’s concern to determine if emergency care is needed, if a medical appointment should be made, or if the concern should be reported to the appropriate physician.
• Works toward first-call resolution of the patient’s concern or need as appropriate.
• Completes Transitional Care Management telephone encounters for post-hospital patients.
• Functions independently in a fast-paced environment.
• Assists with training of new coworkers and the onboarding process; serves as a preceptor as needed.
• Performs quality call audits for peer nurses.
• Maintains nursing resources, files, and tools with updated information.
• Splits time between taking incoming calls and completing lead tasks.
• Responsible for safe, efficient, and timely triage of patients with psychiatric/substance abuse needs for Parkview ambulatory care providers; coordinates care with other staff and provides clinical information to physicians or advanced practitioners to determine appropriate level of care or outpatient referral; demonstrates knowledge of community resources and how to access their services when screening patients and family mental health needs.

Requires a Diploma in Nursing or an Associate of Science in Nursing (ASN);
Bachelor of Science in Nursing (BSN) preferred. Must complete general orientation.

Must have a current, active RN license and currently hold a compact license or apply for the Nurse Licensure Compact as part of the hiring process.

Minimum of five years’ experience as a registered nurse. Previous emergency department, critical care, or telephone triage experience is desired. Experience in use of computers and electronic medical records.

Must have excellent verbal and written communication skills. Must demonstrate the ability to train and precept others. Must demonstrate analytical skills necessary to research, evaluate, and identify problem areas and solutions. Must demonstrate organizational skills necessary to lead several complex issues concurrently. Knowledge of workflows and standard operating procedures and process improvement focus. Critical thinking skills. Ability to determine the problem or patient need through conversation with a patient.

Superior verbal communication skills. Analytical skills to identify, research, and evaluate process improvement. Strong assessment skills and excellent clinical judgment. Crisis intervention and de-escalation skills. Teaching ability and mentoring of new staff. Ability to remain calm in high-stress situations. Strong organizational skills. Typing and computer ability to keep track of information gathered during the telephone conversation.