The RN TeleNurse is responsible for triaging incoming patient calls. Promotes and demonstrates leadership within the department. Promotes the philosophy of wellness; serves as a resource person, educator, and patient advocate.

Job Relationships

• Reports to the TeleNurse Supervisor/Manager

Principal Responsibilities

• Apply all phases of the Nursing Process, i.e., assessment, planning, implementation and evaluation when triaging patients.
• Demonstrate effective verbal communication: communicate phone advice in a calm manner so that it is properly received and understood.
• Identify life threatening emergencies; recommend appropriate interventions, including facilitation of ambulance transportation.
• Demonstrate knowledge of disease processes and pathophysiology to accurately conduct an initial assessment and triage patients via telephone dialogue.
• Perform data entry at the time of the call and record all significant health history of the caller.
• Prioritize tasks appropriately and manage time and resources effectively.
• Prioritize, delegate, and manage the acuity of incoming patient calls and staff duties as assigned.
• Refer problems and concerns which require physician intervention to the On Call Physician and/or primary care physician. Direct caller/patient to appropriate level of care including, but not limited to nearest ER, office visit, or self-care.
• Schedule patient appointments in scheduling system according to established and approved guidelines.
• Utilize medical resources to assist in formulating the patient's plan of care.
• Counsel and teach patients and/or callers according to established guidelines of practice.
• Document all calls according to established guidelines of practice.
• Maintain statistical data as requested.
• Work effectively with minimal supervision.
• Maintain confidentiality of all interactions.
• Maintain knowledge by attending appropriate educational programs, reading current journals and literature.
• Attend all department meetings and mandatory Springfield Clinic in-services.
• Perform other job duties as assigned.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to SC Way customer service philosophy.
• Perform other job duties as assigned.

Education/Experience

• RN, graduate of an accredited school of nursing with current Illinois RN licensure.
• Minimum of three years of clinical experience in acute ambulatory or acute care setting.
• Experience in ER, Home Health preferred.

Licenses/Certificates

• RN License.

Knowledge, Skills and Abilities

• Required to give one (1) month resignation notice.
• Required to work every other weekend and 4-5 out of 9 Springfield Clinic recognized holidays per year.
• Required to reside within a 100 mile radius of Springfield, IL
• Basic typing skills at 40 wpm or greater.
• Demonstrates intermediate computer skills and comfort with Windows operating systems.
• Pleasant, clear telephone voice.
• Excellent written, verbal, and interpersonal communication skills.
• Practices independent nursing consistent with the Illinois Nurse Practice Act.

Working Environment

• Professional office environment which requires extended periods of sitting.
• Routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• Potential to work from home.

PHI/Privacy Level

• HIPAA1