Telephone Triage Registered Nurse
Signature HealthCARE
- Brockton, MA
- Permanent
- Full-time
- Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
- Performs other duties as assigned
- Completes requisite trainings on the Clear Triage Program.
- Completes education relative to the telephone system and the Meditech platform. All calls will be documented in accordance with the Nursing Policy.
- Evaluate patients using the protocols and advice will be given using terms that the patient can understand.
- Gives patients’ guidelines when to call back and when to seek emergency care if symptoms worsen.
- Assure that Clear Triage Protocols are followed. If a protocol is being overridden, document reasons for choosing a different resource or overriding the protocol.
- Ensures the patient is comfortable with the advice, then reassess.
- Access the patient’s record and review the past medical history, allergies and medications. Assess the symptoms to determine the appropriate disposition.
- Assure that disease based protocols are used when a caller has a known diagnosis and has questions about managing his/her systems or the treatment regimen, or a known exposure to communicable disease.
- At the end of each call, ensure that there is closure and that the patient verbalizes understanding of the directions and information. Establish and document the patient’s intent to comply with the advice and allow the patient time to ask questions.
- Direct the patients to call back if the condition worsens, new symptoms develop, or if there is no improvement.
- Demonstrates respect and regard for the dignity of all patients, families, visitors, and fellow employees to ensure a professional, responsible, and courteous environment.
- Commits to recognize and respect cultural diversity for all customers (internal and external).
- Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
- Commits to recognize and respect cultural diversity for all customers (internal and external).
- Communicates effectively with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.
- High School diploma or equivalent.
- Talent to be pleasant and helpful to patients especially when they have questions or problems required.
- Computer literacy, accurate spelling and typing skills required.
- Medical office administration education preferred. Prior patient account or third party billing experience desirable.
- Medical terminology knowledge and telephone skills preferred.
- Familiarity with Meditech software systems preferred.
- Majority of time spent sitting while multi-tasking on the phone, computer and interaction with patients and co-workers. Must be able to turn, twist and bend over to move objects up to 5 lbs in weight. Lift and walk with objects up to 5 lbs in weight. Stand up, walk to provider station and clinic offices throughout the day when necessary.
- Experience: Minimum of 5 years of experience in a hospital or office setting
- Certification/Licensure: License to practice as a Registered Nurse in Massachusetts; Current Basic Life Support (BLS) certification. (or received within 6 months of hire)