Position Description

Title: On-Call/Triage Nurse Reports to: Access Manager

Primary Location: Home Program FLSA Class: Non Exempt

Supervises: None Effective Date: 03/2022

Position Summary:
The On-Call/Triage Nurse is the first line contact for all agency communications and patient care needs
outside of normal operating hours to ensure access to and delivery of 24/7 nursing services per agency
policy. The On-Call/Triage Nurse handles inbound after-hours phone calls from Hospice patients and
families, assesses the needs of the patient and family, provides education about interventions, and
coordinates or performs required care and follow-up in person, electronically, and by telephone in homes,
facilities, and hospitals. The On-Call/Triage Nurse conducts symptom management and emergent nursing
care; continuous home hospice care visits; referral management, admissions, and transfers to the
Gosnell Memorial Hospice House; and Time of Death, post-mortem, and RN bereavement visits. The
Triage Nurse also supports RN Case Managers by following up on physician orders, prescription refills,
and test results; providing targeted teaching to home patient caregivers; coordinating care with the
Hospice Interdisciplinary Team; and making proactive outreach calls to patients with rapidly changing
conditions. All services provided to the patient and families are pursuant to a physician’s orders and
consistent with the patient’s plan of care.
Qualifications:
1. Education: Graduate of an NLN accredited nursing program; BSN or CHPN preferred.
2. Experience: Minimum of two to three years of nursing experience required; home care, hospice

and/or oncology nursing experience preferred. Pain management, symptom controls, crisis
intervention and family support experience required.

3. License/Certification: Registered Nurse licensure by the State of Maine; valid driver’s license with
an automobile that is insured in accordance with state and/or agency requirements and is in good
working order. BLS certification or the ability to obtain certification within the first 90 days of
employment required. Certification must be kept active during the course of employment.

Essential Duties & Responsibilities:

1. Performs all duties and responsibilities in accordance with the Nurse Practice Act and in
accordance with basic principles and guidelines of professional nursing.

2. Assesses patient needs, including physical, emotional, psychosocial, spiritual, and cultural factors
which may influence the patient’s goals of care.

3. Applies nursing principles and techniques in the treatment of patients. Provides nursing care,
emotional support and education to patients and families; encourages patients and family
members to participate in the patient’s plan of care to meet established goals.

4. Participates in Nursing Report between incoming and outgoing shifts as needed, per protocol.
5. Responds to calls from answering service and voice mail system in a timely manner.
6. Triages patient related calls by determining the needs of the caller and then responding in an

appropriate manner either by phone or with a visit.
7. Manages patients’ pain and symptoms pursuant to physician’s orders; obtains changes in orders

as needed and updates the patient’s plan of care and medication list accordingly.
8. Assesses the patient and family’s need for a home visit and if so, follows agency protocol for

coordinating the visit.
9. Guides, supports and educates patients and families over the phone.
10. Identifies need for durable medical equipment and coordinates ordering and delivery per agency

protocol.

11. Documents and communicates all calls, interventions, adverse events, care plan changes and
physician contacts in a manner consistent with policy and procedure. Documents completely and
accurately according to agency protocol.

12. Implements changes to the plan of care as needed with interdisciplinary collaboration including
the Hospice Medical Director and/or the Attending Physician.

13. Assists patients, family members, and other caregivers with compassion and patience; respects
confidentiality and privacy; communicates in a clear, courteous and respectful manner.

14. Coordinates services with contracted vendors, outside agencies and interdisciplinary team as
needed. Investigates and follows through on orders or requests for service or information.

15. Provides bereavement resources and support to the family as appropriate.
16. Responds to referral calls, providing the caller with information regarding hospice care, screens

calls for appropriateness, and coordinates with the Access Department to ensure appropriate
follow-up is conducted.

17. Performs patient admissions and other targeted nursing visits as needed.
18. Independently leverages low-call volume periods of time to complete activities that assist in

meeting the current and future needs of the agency. These activities include but are not limited to
carrying out quality improvement tasks, participating in workgroups and committees, and cross-
training in other nursing roles.

19. Conducts new referral hospice informational visits as needed, including explanation of the
hospice benefit/Medicare, nursing evaluation for appropriateness, completion of all pertinent
paperwork, and referral-to-admission tasks, as needed.

20. Performs as a member of the HSM team as a whole and participates in the Quality Management
philosophy of the agency.

21. Provides point of service electronic charting and documentation within the HSM Electronic
Medical Record (EMR) system at time of patient visit or admission. Operates the following with a
high degree of proficiency: computer and/or tablet, clinical applications, windows-based software
programs, and other electronic devices as required.

22. Participates in weekend, holiday and on-call coverage as necessary.
23. Performs additional duties as assigned.

Other Job Functions:
The following is a list of responsibilities of this position but is not intended to cover all duties that this
position may be required to perform from time to time.

1. Assesses, evaluates, and responds to patient situations quickly. Administers emergency care as
needed.

2. Supervises the care provided by the Hospice Aide based on the patient’s plan of care.
3. Applies nursing principles and techniques in the treatment of patients. Provides nursing care,

emotional support and education to patients and families. Encourages patients and family members
to participate in the patient’s plan of care to meet established goals.

4. Utilizes computer skills to access medication information and document in electronic medical record
as required.

5. Promotes teamwork by participating actively and appropriately as a member of an interdisciplinary
team. Shares essential patient information with all members to coordinate care.

6. Collaborates with other members of the IDT in coordinating care to be efficient and financially
responsible.

7. Shares expertise with others through in-service and collaboration.
8. Works with diverse social and economic situations without imposing own values; maintains

appropriate professional boundaries.

9. Demonstrates a caring and sensitive attitude towards customers and co-workers.
10. Carries out duties and responsibilities of position in a manner that exemplifies excellent customer

service.

11. Represents HSM to the community in a positive manner.
12. Demonstrates effective listening skills when communicating with others.
13. Meets standards for continuing education hours.
14. Participates in daily shift report, Interdisciplinary Team (IDT) meetings, case conferences, staff

meetings, and quality assurance and program improvement activities.

15. Offers suggestions to improve policies, procedures, and services in appropriate manner and time.
16. Reports patient and employee incidents according to Agency protocols.

17. Participates in department and Agency projects and committees as needed.
18. Demonstrates flexibility, versatility, and a positive attitude in integrating additional duties.
19. Attends mandatory meetings and in services, unless excused in advance by Supervisor.
20. Portrays a positive attitude towards the Agency by supporting its mission, vision, values, policies

and procedures.

21. Demonstrates understanding of hospice philosophy.
22. Demonstrates understanding of team approach.
23. Acts in a manner consistent with the Code of Conduct outlined in the Agency’s Corporate

Compliance Program.

24. Adheres to all Agency, State, and Federal policies and procedures, laws, and regulations which are
relevant to job responsibilities.

25. Demonstrates knowledge and support of agency’s safety and OSHA policies. Demonstrates use of
safety judgment on a case-by-case basis. Utilizes proper body mechanics and safe working
techniques and reports unsafe environments/practices to supervisor in a timely manner.

26. Demonstrates understanding of, and acts in accordance with, HIPAA Privacy Standards, Corporate
Compliance, Code of Conduct, and related agency policies.

27. Demonstrates understanding and compliance with agency policies, including but not limited to,
documentation, continuing education, attendance/work schedules and required HR documentation,
State and Federal policies and procedures, laws and regulations.

Required Skills, Abilities & Knowledge:
1. Ability to stay calm and effective during times of stress, such as when interacting with confused or

distressed callers, during emergency situations, during busy times, etc.
2. Strategic and critical thinking skills combined with good judgment and common sense.
3. Excellent time management and organizational skills to manage multiple tasks.
4. Self motivated and self directed.
5. Understanding of, and ability to effectively use, various computer software applications.
6. Effective communication skills that are used to foster relationship development at all levels both

internally and externally.
7. Ability to work independently, while collaborating with other team members.
8. Ability to work with patients/families of all ages.
9. Ability to evaluate a situation quickly and respond appropriately.
10. Ability to adapt to changing patient or Agency priorities.
11. Excellent written and verbal communication and public relations skills.
12. Excellent assessment skills.
13. Ability to prioritize.
14. Ability to utilize an electronic medical record.
Essential Duties & Responsibilities:

24. Performs all duties and responsibilities in accordance with the Nurse Practice Act and in
accordance with basic principles and guidelines of professional nursing.

25. Assesses needs, being aware of the physical, emotional, and spiritual aspects and gather data on
social, economic and cultural factors which may influence health, well-being and quality of life.

26. Applies nursing principles and techniques in the treatment of patients. Provides nursing care,
emotional support and education to patients and families; encourage patients and family
members to participate in the patient’s plan of care to meet established goals.

27. Receives report from nursing staff, as well as providing nursing report to in-coming shift(s).
28. Responds to calls from answering service and voice mail system in a timely manner.
29. Triages patient related calls by determining the needs of the caller and then responding in an

appropriate manner either by phone or with a visit.
30. Implements changes to the plan of care as needed with interdisciplinary collaboration with the

support of the hospice Medical Director and/or the Attending Physician.
31. Documents and communicates all calls, interventions, care plan changes, physician contacts in a

manner consistent with policy and procedure. Documenting accurate assessment and
intervention of patient status and updating the plan of care. Document patient care reflecting
nursing interventions, patient response to care, focusing on the patient’s goals. Documentation

includes evidence of appropriate patient/significant other teaching, and the understanding of
these instructions is noted in the medical record.

32. Assists patients, family members or caregivers with concern and empathy; respect confidentiality
and privacy; and communicate in a courteous and respectful manner.

33. Coordinates services with contracted vendors, outside agencies and interdisciplinary team as
needed. Investigate and follow through on orders or requests for service or information.

34. Attends patient deaths to provide support to the patient’s family, contacts the mortuary, advice on
disposal of narcotics, notifies the Interdisciplinary Team (IDT) as well as contracted vendors
providing services to the patient.

35. Provides bereavement resources and support to the family as appropriate.
36. Responds to referral calls, providing the caller with information regarding hospice care, screening

calls for appropriateness, taking patient information and coordinating with the Access Department
to schedule the admission visit.

37. Minimizes non-productive time and fills slow periods with activities that assist in meeting the
current and future needs of the agency. These activities include auditing charts and learning other
associated nursing roles.

38. Gains knowledge of and availability to perform patient referrals and information visits as needed
including explanation of the hospice benefit/Medicare, complete physical assessment, completion
of all pertinent paperwork, and communication of new patient status.

39. Performs patient admissions and visits as needed.
40. Reports concerns and issues to Admin on call.
41. Performs as a member of the HSM team as a whole and participates in the Quality Management

philosophy of the agency.
42. Provides point of service electronic charting and documentation within the HSM Electronic

Medical Record (EMR) system at time of patient visit or admission. Operating the following with a
high degree of proficiency: computer and/or tablet, clinical applications, windows-based software
programs, and other electronic devices as required.

43. Maintains agency guidelines for weekend/holiday rotations.
44. Performs additional duties as assigned.

Other Job Functions:
The following is a list of responsibilities of this position but is not intended to cover other related duties
that this position may be required to perform from time to time.

28. Protects the patients’ right to privacy and the confidentiality of patient and business records and
information.

29. Works with diverse social and economic situations without imposing own values; maintains
appropriate professional boundaries.

30. Keeps supervisor informed of real or potential problems. Reports incidents and customer concerns
according to agency policy. Informs supervisor of any unresolved customer complaints.

31. Participates in meetings and quality assurance and program improvement activities as required and
necessary. Offers suggestions to improve policies, procedures, and services in appropriate manner
and time.

Required Skills, Abilities & Knowledge:
1. Demonstrates understanding of hospice philosophy.
2. Demonstrates understanding of team approach and communication.
3. Contributes to positive atmosphere and work environment and is a productive member of the team.
4. Demonstrates positive interactions and provides timely and appropriate responses to all customers

(internal and external).
5. Demonstrates knowledge and support of agency’s safety and OSHA policies. Demonstrates use of

safety judgment on a case-by-case basis. Utilizes proper body mechanics and safe working
techniques and reports unsafe environments/practices to supervisor in a timely manner.

6. Demonstrates understanding of HIPAA Privacy Standards and related Agency policies.
7. Acts in a manner consistent with the Code of Conduct outlined in the Agency’s Corporate

Compliance Program.
8. Demonstrates understanding and compliance with agency policies, including but not limited to,

professional boundaries, documentation, continuing education, attendance/work schedules and
required HR documentation, State and Federal policies and procedures, laws and regulations.

9. Reliable and flexible; self-motivated and self-directed.
10. Ability to stay calm and effective during times of stress, such as when interacting with confused or

distressed customers, during emergency situations, during busy times, etc.
11. Ability to evaluate a situation quickly and respond appropriately.
12. Excellent time management and organizational skills to manage multiple tasks and meet deadlines.
13. Presents as a business professional.
14. Ability to adapt to changing Agency priorities in a positive manner.

Physical Requirements:
The physical requirements described are representative of those that must be met to successfully perform
the essential responsibilities of this position. Reasonable accommodations may be made.
Ability to complete and pass an annual respirator fit test required.

Occasional Frequent Continuous
(25%) (50%) (75%)

Lift or transfer

Up to 10 lbs. X

11-20 lbs. X

21-35 lbs. X

Carry X

Push or pull X

Climb X

Reach X

Stoop or bend X

Crouch X

Kneel X

Handle or feel X

Talk X

Hear X

See X

Sit, walk, stand X

Distinguish smell/temperature X

Exposure to blood borne pathogens and infectious X
disease

Exposure to hazardous materials X

Repetitive Motion X

Visual Requirements:
1. The worker deals with office and/or medical equipment at or within arms reach.
2. Must be able to see to drive, complete appropriate documentation and assess patient condition and

function.
Mental Requirements:
1. Requires the ability to plan and perform a wide variety of duties requiring general knowledge of

policies and procedures. Requires considerable judgment to work independently toward general
results, devising methods, modifying or adapting standard procedures to meet different conditions,
making decisions based on precedent and policy.

This job description is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee or for this job. Duties, responsibilities
and activities may change at any time with or without notice.