RN - Phone Triage (On-Site)

Department: Clinic 

Position type: Full-Time

FLSA: Non-Exempt

Job Summary:

Join us and be a part of Trillium—a mission driven team committed to expanding access to high quality, compassionate care for everyone we serve. The Registered Nurse, Phone Triage (Level 1) functions as a member of the interdisciplinary health care team, primarily supporting patient care through telephone triage, coordination, and clinical support to ensure timely, high-quality service 

Duties/Responsibilities:

Phone Triage & Patient Coordination

• Receive and respond to incoming patient phone calls (primary responsibility) 
• Address all incoming calls regardless of patient need 
• Triage patient needs using the electronic medical record (EMR) and coordinate with clinic nurses and providers 
• Assign priority levels and escalate to appropriate clinical staff as needed 
• Provide care instructions and advice within scope to resolve patient concerns when appropriate 
• Schedule patient appointments and register new patients 
• Facilitate completion of medical forms needed for patient care 

Clinical Care & Patient Support

• Assist providers in delivering patient care under supervision 
• Explain procedures and treatments to patients to support understanding and reduce anxiety 
• Aid providers during examinations and treatments 
• Observe patients and report significant reactions or changes in condition 
• Administer treatments, nursing interventions, injections, and immunizations 
• Reinforce patient education related to medications, self-injection, and treatment plans 
• Perform clinical duties when floating (e.g., rooming patients, vitals, specimen collection, EKGs) 
• Maintain exam rooms (cleaning between visits and stocking daily) 

Team Collaboration & Coverage

• Collaborate with interdisciplinary teams to coordinate care and patient engagement 
• Demonstrate strong communication, professionalism, teamwork, and stress management 
• Flex to cover RN, LPN, or Medical Office Assistant responsibilities as needed 
• Share knowledge with new and current nursing staff across roles 
• Participate in quality improvement and QA/QI initiatives 

Documentation

• Document patient care accurately, clearly, and in a timely manner per policy 
• Collect and document patient health status information appropriately 

Miscellaneous

• Requires the ability and commitment to respect and support patients, other employees and visitors with various lived experiences. 
• Requires individual demonstration of commitment to the mission, vision, One Trillium values, behaviors and modeling them in the organization. 
• Responsible for maintaining confidentiality of all patient, client, employee, protected and proprietary information. 
• Employees are accountable for meeting the performance standards of their departments and must participate as requested in compliance audits and quality improvement plans. 
• Required to participate in continuous improvement of job responsibilities and organizational or work processes to advance the organization or department. 
• Other specific duties as assigned. 

Required Skills/Abilities: 

• Valid NYS Registered Nurse (RN) licensure with current CPR certification 

• Strong teamwork and interpersonal skills 
• Strong critical thinking and assessment skills 
• Excellent written and verbal communication skills 
• Proficiency in computer systems and electronic health records (EHR); Epic strongly preferred
• Experience managing chronic diseases in outpatient settings preferred 

Education and Experience:

• Associate Degree in Nursing (ADN) required; Bachelor of Science in Nursing (BSN) strongly preferred.
• Minimum of three (3) years of nursing experience in acute care, outpatient, ambulatory, or primary care settings.
• Experience performing symptom assessment and/or telephone triage preferred.

Physical Requirements: 

While performing the duties of this job, the employee is regularly required to stand, sit, walk, use hands to finger, handle, or feel; reach with hands and arms; and talk and hear. The employee may occasionally need to stoop, bend, and lift or move up to 25 pounds. Specific vision requirements include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.