Population Health - NURSE TRIAGE RN STAFF NURSE

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Full Time Professionals Laurel, MS, US

Position Title:Telephone Triage Registered Nurse

Department: 9990
-SCH Accountable Care Organization

Reports To: ACO/Population Health Director

FLSA Status:Non-Exempt

Employment Status: Full Time

Works within approved clinical protocols, nursing scope of practice, SCRMC policies, and delegated Population Health workflows. The position independently gathers patient information, applies approved decision-support criteria, provides education and routing guidance, documents interactions in the electronic health record, performs purposeful patient rounding as assigned, and escalates urgent, atypical, or out-of-scope matters through established clinical and administrative channels. The position has no authority to independently diagnose, prescribe, or approve exceptions outside delegated protocols.

The Telephone Triage Registered Nurse provides patient-facing telephone triage, education, care navigation, and purposeful rounding support for hospital and clinic patients. The nurse evaluates reported symptoms using approved clinical protocols, guides patients to the appropriate level of care, reinforces discharge and care-plan instructions, identifies safety or service concerns, and ensures timely documentation and escalation. The role supports Population Health goals by improving access, continuity, patient understanding, safety, and follow-up across the care continuum.

• Active and unencumbered Registered Nurse license in the State of Mississippi.
• Three to five years of clinical experience in an acute care, emergency, or ambulatory clinic setting.
• Strong computer literacy and ability to document accurately in an electronic health record (EPIC) and approved decision-support systems.
• Excellent active listening, verbal communication, clinical judgment, and ability to tailor communication to the patient's level of health literacy.
• Ability to multitask, work independently within approved protocols, and manage high-stress situations calmly and professionally.
• Willingness to work flexible and rotating shifts, including nights, weekends, and holidays, to support continuous 24/7 operations.

• Assesses patient symptoms by listening to concerns, collecting pertinent medical history, identifying red flags, and evaluating urgency using approved decision-support software and clinical protocols.
• Guides patients to the appropriate level of care, which may include self-care, primary care follow-up, an appropriate clinic or provider, urgent care, or the nearest emergency department.
• Provides clear, concise home-care instructions, health education, coaching, and reinforcement of provider instructions within the registered nurse scope of practice and approved protocols.
• Conducts purposeful rounding with assigned patients, in person or through approved communication methods, to assess understanding, comfort, safety, care-plan needs, barriers, service concerns, and readiness for the next step in care.
• Uses purposeful rounding findings to identify and promptly elevate changes in condition, patient safety risks, unmet needs, communication gaps, access barriers, and service recovery concerns to the appropriate clinical or operational resource.
• Documents all patient interactions, assessments, education, rounding findings, interventions, referrals, and clinical recommendations accurately and thoroughly in the electronic health record or approved system.
• Coordinates follow-up and care navigation with Population Health,…