Clinical Triage Nurse, RN

Clinical Triage Nurse, RN – Harmony Cares

Harmony Cares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, Harmony Cares operates home-based primary care practices in 14 states and employs more than 200 primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.

To bring personalized, quality-based healthcare to the home of patients who have difficulty accessing care.

Every patient deserves access to quality healthcare.

The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time Paid
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

The Clinical Triage Nurse, RN assists with triage of inbound sick calls from Medical Group patients. The primary responsibility will be to assess patient symptoms, provide appropriate medical advice, determine the level of care required and coordinate care with a care team. This position requires strong clinical knowledge, excellent communication skills, and the ability to work remotely.

• Prioritize and respond promptly to each inbound phone call and voicemail received
• Adhere to daily availability expectations based on schedule
• Demonstrate exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
• Practice appropriate judgment when classifying whether the inbound interaction requires clinical triage or transfer to another care team member. Utilize appropriate process when conducting necessary transfers
• Conduct thorough assessments of patients’ symptoms and medical history over the phone. Utilize appropriate probing questions and EMR to gather information
• Use evidence-based guidelines to make informed decisions about the urgency of patient conditions. Assign the appropriate triage priority based on available information
• Utilize correct judgment to identify when crisis intervention is required. Adhere to outlined protocols for connecting the patient to emergency services
• Educate patients, caregivers, and others on health maintenance, disease prevention, self-care, medications, and necessary follow-up steps per protocol
• Perform outbound phone calls to communicate provider orders on behalf of the provider
• Collaborate with the care team to ensure patient needs are met and follow-ups are appropriately completed
• Communicate effectively with patients and their families, addressing their concerns and providing emotional support

• Prioritize and respond promptly to each inbound result received
• Practice appropriate judgment when classifying the urgency of a result and appropriate clinical information to convey to the provider
• Analyze results data, identifying needs, patterns, and variances, and communicating findings to the provider
• Perform data entry for patient results and quality metrics per defined protocol
• Maintain clear and compassionate written and verbal communication with care team members
• Adhere to all company-established policies and procedures
• Meet required quality standards and productivity expectations
• Appropriately identify, acknowledge, elevate, and address patient complaints, grievances, and concerns promptly and effectively
• Collaborate with the care team members to promote quality patient care, satisfaction, and outcomes
• Participate in projects and quality improvement initiatives as assigned
• Perform additional duties as assigned by the Clinical Triage Manager and/or Director as related to clinical performance and outcomes

• Graduate of approved or accredited nursing education program as a Registered Nurse
• Current valid RN license; must obtain/maintain RN license within all service states within 6 months of hire
• Completion of required nursing continued education requirements
• Ability to react decisively and quickly in urgent and emergent situations
• Strong comprehension of medical terminology and pharmaceuticals
• Demonstrated experience with multi-tasking
• Strong communication skills (written & spoken)
• Proficiency in using electronic health records (HER) system
• Ability to communicate effectively with providers, patient care teams, patients, patients’ family members and facility staff
• Ability to work remotely and independently
• Knowledge of basic principles, practices, and techniques in primary healthcare
• Strong organizational skills and attention to detail
• Conflict resolution skills