Description

Join the Erie team! Motivated by the belief that healthcare is a human right, we provide high quality affordable care to support healthier people, families, and communities. Erie delivers holistic care to help every member of the family stay healthy and active from infancy through adulthood. Since 1957, we have provided high-quality care to diverse patients most in need, regardless of their insurance status, immigration status, or ability to pay.

Erie Family Health Centers, a top workplace in Chicago and suburbs, is looking for a valuable addition to our Clinical Quality Integration team! The Telephone Triage RN utilizes clinical judgment, the nursing process, and decision support tools, including Erie approved triage protocols and guidelines, as approved by clinical leadership to provide care to and determine disposition of care for individual patients over the phone.

At Erie, we are proud to provide competitive salaries, high-quality health care plans, generous time off benefits, retirement benefits, and more! Erie employees are eligible for Erie’s Full Benefits Package that includes Medical, Dental, Vision, Life and Disability Insurance and Flexible Spending (FSA) for Health Care or Childcare. Retirement Programs: 401(k) program with Erie matching $0.50 for every $1.00 up to the first 5% of the employee’s biweekly salary. Annual Paid Time Off: starting at 20 days of PTO, and 8 paid holidays. Competitive salary, annual merit increases, plus room for growth and career advancement.

Main Duties & Responsibilities

• The Telephone Triage RN is responsible for answering incoming telephone calls through the RN triage line in an efficient and courteous way, to provide appropriate routing, and handling of telephone calls for all Erie health centers.
• Answers all incoming calls from patients with emergent and urgent concerns or questions regarding their health.
• Applies intrapersonal skills and customer service skills in providing patient care and establishing good rapport with patients telephonically.
• Determines intervention and plan of care, including providing home care guidance, scheduling provider visits, or advising patient to go to the emergency room for a higher level of care.
• Makes referrals to the appropriate level of care within an appropriate period of time, based on triage recommendations
• Functions collaboratively with the Patient Access staff and clinical teams including providers to ensure efficient, friendly, cost-effective service and treating the clients of Erie Family Health Centers in a customer-oriented manner.
• Schedules same-day appointments or follow-up appointments with the patient’s primary care provider or alternative health care provider, as necessary. Schedules appointments in compliance with established guidelines for all medical specialties: FP, IM, Peds, NP, OB-GYN, CNMs and miscellaneous.
• Accurately documents using standardized templates most suited to the patients concerns data for all calls including, but not limited to, patient’s demographic information, chief complaint, recommendations for home treatment, and referrals to primary care provider or alternative health care provider.
• Performs and documents follow-up calls with patients as necessary to help ensure positive outcomes.

Qualifications

Education

• ADN or BSN required
• Six months in primary care required (1 year preferred) or comparable experience required
• Graduate of an accredited school of nursing

Skills and Knowledge

• Knowledge in current concepts and standards of care for medical-surgical, pediatric, obstetrics/gynecology, behavioral health, and pharmacology.
• Strong interpersonal and written communication skills.
• Bilingual (English/Spanish) preferred (May be required to communicate with non-English/Spanish only speaking patients and/or guests.)
• Current Illinois R.N. license.
• Epic experience preferred.
• Proficient in typing, multitasking, and high comfort level with technology.

COVID-19 vaccine documentation is required for all employees.