Job Description

Job Description

Job Description

Description:

The Telephone Triage Nurse manages and responds to all time-sensitive, symptom-based calls received by Zufall Health Center. The Telephone Triage Nurse handles telephone nursing practice that focuses on assessment, prioritization, and referral to the appropriate level of care at the health center. Most importantly, the Telephone Triage Nurse supports the mission and vision of the Zufall Health Center.

Essential Functions, Duties and Responsibilities

• Consistently adheres to all departmental policies and procedures
• Conducts all aspects of job in a professional and ethical manner
• Works independently with little or no supervision, but uses available resources for problem resolution as indicated by circumstances or need
• Completes assignments in a timely and efficient manner
• Maintains high level of confidentially and HIPAA compliance
• Works collaboratively with team members to assure the optimal outcomes of care and service
• Utilizes departmental resources prudently and appropriately
• Uses communication methods which create and foster a positive image of the department, upholding the values of the Zufall Health Center
• Communicates appropriately both verbally and in writing; uses appropriate mechanisms for identifying and resolving work related issues
• Keeps manager or supervisor informed of work­ related issues at all times
• Performs additional duties as determined by supervisor
• Assume duties of Director of Nursing as assigned in the absence of the Director of Nursing

Specific Duties

Interaction with Patients 

• Answers the telephone and has an interactive process between the patient (and/or the person calling for the patient, i.e. family member, i.e., consent-approved person) that involves identifying the nature and urgency of patient’s health care needs and determine appropriate disposition, i.e. scheduling appointments or directs the patient for immediate care
• Maintains process for Telephone Nursing: 1. Information gathering; 2. Processing information: Identify and verify problem; Planning; Decision making (what needs to be done); 3. Output Disposition (make appointment/refer to immediate care); 4) Closing call by documentation in a telephone encounter
• Receives all explicit and implicit information: Signs & symptoms; Verbal (concrete) information; Distinguishes high acuity calls (symptom based calls)/low acuity calls (physiologic need not readily apparent); low complexity (obvious needs)/high complexity; contextual factors (distance from care, available transportation, patient preferences)
• Converts patient data into medical information (e.g. separating relevant from irrelevant information) and enters in eCW as Telephone Triage Telephone Encounters. The information is processed (nature, urgency, implications for patient management). Calls are documented with the following information: when appt given; advice only calls; not patients of your practice and anonymous callers
• Greets patients and visitors in a prompt, pleasant, and helpful manner on the telephone and in person, as necessary. The nurse translates necessary medical information into language the caller can understand. Assesses health literacy level as well as language needs and uses tools and resources as necessary. Closing the triage call, the nurse confirms understanding and the patient’s intent to comply with the plan and documents same in the Telephone encounter
• Communicates and consults with the medical staff regarding patient’s condition as necessary

Communication

• Maintains patients’ confidentiality in compliance with HIPAA and other federal, state and local regulations as stated in the ZHC policies and procedures manual
• Answers inquiries of patients and public via telephone or in person or regarding regulations and services; when necessary, refers inquiries to appropriate person or department
• Reads, writes, speaks, understands, and communicates fluently in English and Spanish to perform the duties of this position

• Has knowledge of computer software programs such as Microsoft Word, and electronic medical records.
• Displays critical thinking, competency, and standard judgment
• Have strong communication skills and excellent customer service skills
• Be able to work with very little supervision
• Be able to adapt quickly to unanticipated changes in work flow or work process, or frequent changes in insurances rules and coverage changes
• Be able to understand, carry out, and remember verbal and written instructions
• Bilingual English and Spanish strongly encouraged 

Education, Training and Experience

• Bachelor’s Degree in Nursing required. 
• Have minimum of two years clinical experience in ambulatory care setting or equivalent experience
• Knowledge of QA/PI processes and models, accreditation procedures such as PCMH or the Joint Commission, preferred

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