Job Description

Job Description

Job Description

Call Center Triage Nurse

Join a team-based organization who provides comprehensive, patient-centered care to our communities! Opportunities for tuition assistance, loan repayment, career growth, and more!

Job Summary : The Call Center Triage Nurse will be responsible for evaluating and addressing high priority calls transferred by Call Center Specialists. The Triage Nurse will conduct a health assessment via phone by evaluating patient information, pertinent medical history, patient symptoms, and medications to determine the appropriate course of care. The Call Center Triage Nurse shall assist patients and providers to ensure high quality health care is delivered in a timely and appropriate fashion. The Call Center Triage Nurse must maintain confidentiality of all privileged information in accordance with HIPAA guidelines. Job duties and responsibilities for this position include clinical judgment, clinical documentation, customer service, compliance and risk management, and quality assurance. This is a full-time, non-exempt position.

Required Skills/Abilities:

• Working knowledge of automated patient data systems.
• Confident and competent in clinical judgment and skills.
• Must be proficient in computer skills.
• Strong communication and phone skills.
• Critical listening and thinking skills.
• Friendly and pleasant demeanor.
• Excellent organizational skills.
• Must be proficient in telephone triage and clinical assessment.
• Working knowledge of ICD-10 and CPT coding.
• Bilingual, a plus

Education and Experience:

• Graduate of an accredited school of nursing.
• Current licensure by the Maryland State Board of Nursing.
• 2 years nursing experience in the acute care or clinic setting.
• Preferred experience in various medical settings to include family practice, pediatrics, and women’s health.

Core Values:

• Commitment To Service
• Respect
• Quality
• Teamwork
• Patient Focus
• Integrity
• Accountability
• Caring & Compassion
• Professionalism
• Listening & Responding
• Safety
• AIDET

Job Related Competencies:

• Empathetic Outlook- The ability to perceive and understand the feelings and attitudes of others; the ability to place oneself “in the shoes” of another and to view a situation from their perspective.
• Attention to Detail - The ability to process detailed information effectively and consistently.
• Problem Solving- Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
• Communicates Effectively- Developing and delivering multi-mode communication that convey a clear understanding of the unique needs of different audiences.
• Values And Ethics - Serving with integrity and respect in personal and organizational practices. Ensuring decisions and transactions are transparent and fair.
• Time Management- The ability to effectively manage one’s time and resources to ensure that work is completed efficiently.

Duties/Responsibilities:

Clinical Judgment

• Obtain and review appropriate information from caller and EHR to make an accurate assessment and determine appropriate course of action.
• Assign a priority based on observations and available information.
• Analyze situations to determine urgency and activate emergency protocols if appropriate.
• Work in collaboration with all departments to provide appropriate care to patients.
• Coordinate patient needs with supporting departments and assist in problem solving related to the welfare of patients and staff.
• Consult clinical practice guidelines, policies, procedures, and protocols as needed

Clinical Documentation

• Document relevant and accurate information in the EHR.

• Update EHR as necessary (ex. Medications, problem lists, demographic information, telephone encounter or case, etc.).
• Document concisely and descriptively.
• Route telephone call cases to staff as appropriate.

Customer Service

• Answer triage calls promptly and courteously using AIDET and other introductions according to CCHS policy.
• Communicate and act as a liaison to patients, family, and health professionals in a manner that respects confidentiality and dignity.
• Promote cooperation and helpful behavior towards all.
• Maintain a professional demeanor and effectively resolve conflicts.
• Actively listen to patient complaints or concerns and escalate to the appropriate staff as necessary.
• Consistently displays professionalism during interactions with CCHS customers, staff, clinicians, and visitors.
• Attends all required meetings as scheduled.
• Takes initiative and prioritizes all tasks and duties effectively.
• Works well with other staff to achieve a desirable working environment.

Compliance & Risk Management

• Support the mission of Choptank Community Health System
• Perform nursing procedures and decision making safely and effectively.
• Demonstrate understanding of and compliance with existing policies and procedures and PCMH standards.
• Perform unusual occurrence reporting in a timely manner.
• Comply with all federal and state laws as well as all health center policies, procedures, rules, and regulations.
• Comply with all HIPAA rules, including but not limited to the Privacy Rule, Security Rule, Information Blocking, and Breach Notification and Enforcement Rules.

• Comply with nursing scope of practice, and mains all licensure requirements.
• Participate in mandatory ongoing in-services and trainings.

Quality Assurance

• Participate in quality improvement initiatives as appropriate.
• Share ideas and participate in performance improvement related activities.
• Review reports, identify trends, and work collaboratively to improve patient and staff experience.

Other Duties as Required

• A Triage Nurse’s duties may include nurse visits, answering phones, greeting patients, scheduling appointments, assisting, and facilitating referrals as needed, and maintaining medical records.
• Takes initiative to solve problems and recommends improvements to the managers and directors.
• Travels to other CCHS sites to cover shortages within the department.
• Regular, reliable attendance is a requirement of this job.

Schedule:

• Monday - Friday
• No On-call

Benefit:

• Loan repayment program -Loan-Repayment-Programs---Nurses-and-Nursing-Support-Staff.aspx
• Tuition and education assistance
• Flexible paid time off and vacation scheduling
• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Referral program
• Vision insurance
• Paid holidays
• Employee wellness program

Choptank Community Health is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital or family status, veteran status, sexual orientation, gender identity or expression, genetic information, political affiliation, arrest record, or any other characteristic protected by applicable federal, state, or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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