Summary of Position:

This job description provides information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position.

The Telephone Triage Registered Nurse will work within the Patient Engagement Center to assist the Pre-Service Specialists and Referral-Authorization Specialists with patient clinical questions and triaging patient calls accordingly. Each caller will be handled in a professional and tactful manner.

They will work collaboratively with Patient Engagement Center staff and Practice Nursing Leadership to ensure patient requests and inquiries are managed timely and patient triage is complete expeditiously. The caller’s symptoms will be assessed and triaged using the nursing process and approved guidelines to assist in obtaining the appropriate level of care and/or self-care advice. Calls will be documented in a standardized manner.

In addition to completing telephone triage of patients and answering of clinical questions via phone, this position will use their clinical expertise to complete tasks such as (and not limited to):

• Review medication electronic prior authorizations and other prior authorizations.
• Review/answer portal messages from patients
• Other non-telephonic clinical duties as determined by supervisor.

Primary Job Responsibilities:

These requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required of the position. Primary job responsibilities constitute approximately 90% of the positions work. To be successful, individuals must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined in this position description.

• Respond promptly to each incoming call. If a call warrants triage, the caller’s symptoms will be assessed to determine appropriate level of care (Emergent, Urgent, Non-Urgent, Self-Care) and referred to the appropriate medical facility or provider for care, utilizing approved guidelines on a patient basis.
• Utilize available resources and guidelines to prioritize scheduling of patient and referral to the appropriate medical facility. Appointments will be scheduled by the Telephone Triage RN with the caller and appropriate details will be shared. Pertinent demographic information will be collected and documented within the EMR for the appointment.
• Provide appropriate instructions to patient/caller including home care instructions, written guidelines sent via portal or mail, or other references.
• Complete standard documentation of each patient call utilizing the EMR in compliance with approved policies and procedures.

Additional Responsibilities:

• Is an advocate for patient/caregiver within the health care system and across the continuum.
• Assists as liaison with other departments to facilitate improved coordination of care.
• Applies advanced critical thinking and conflict resolution skills
• Participate in new employee orientation, ongoing in-service programs, staff meetings, continuous quality improvement, and other organizational and department goals.
• Has knowledge of community resources, linkages, and sources referral.

Minimum Qualifications

Education, Training & Experience

• Registered Nurse Required, BSN preferred
• 3-5 years working in physician practice setting preferred
• Experience working with electronic health records, EPIC preferred
• Strong communication and conflict resolution skills

Certifications / Licensure

• RN License