Ambulatory Triage RN, Mason Square Community Health Center

Req#: R10918
Category(s): Nursing, Ambulatory Direct Care Nurses
Full Time / Part Time: Full-Time
Shift: First

Summary: 

Responsible for the provision of nursing care to patients in accordance with current BH Standards of Care. The Telephone Triage Nurse fields telephone calls from patients and is responsible for assessing and determining the acuity and urgency of each situation.  The nurse demonstrates knowledge and application of the nursing process as it relates to patients and families. The Telephone Triage Nurse is responsible for providing healthcare advice and appropriate interventions as applicable including patient education.  This nurse is accountable for professional nursing practice. He/she collaborates with health team members, patients/families in the provision of care. Delegates to and provides direct supervision to other health team members as appropriate in the implementation of the patient care plan. The nurse acts as an advocate for patients/families/significant others. Also, he/she practices within accepted ethical and legal parameters of nursing.

Clinicians practicing at this level are competent practitioners. They are well developed in their comfort with prioritization. Over time and with experience the nurse's focus shifts from that of task orientation to developing goals and applications of Evidence-Based Practice.  A nurse could spend a significant amount of time in this position. This description covers the essential functions of the position. Incumbent is expected to perform similar and related duties as assigned. The Manager/Director is responsible for ensuring that the RN consistently meets the necessary behaviors.

Job Responsibilities: 

1) Clinical Decision Making –
Functions independently to triage, assess, develop and implement plan of care over the telephone for complex patients including medical and/or psychosocial disorders.
Provides independent quality triage and patient care utilizing strong assessment and critical thinking skills.
Develops skills in recognizing patterns of behaviors or illnesses to make recommendations to enhance or develop practice protocols, treatment plans or programs.
Demonstrate advanced skills to deal with difficult patients to resolve conflicts amiably.
Mentors clinical staff and ensures all clinical staff maintain and develop competencies to meet quality and safety standards.
Provides staff and patient education as requested or needed.
Precepts new graduate nurses and/or nurses new to the practice.

2) Clinical Practice Innovation –
Champions change.
Makes recommendations for and participates in establishing and implementing protocols, treatment plans or programs using evidence based criteria.
Promotes Patient Safety and uses SRS reports to develop action plans.
Recognizes research opportunities engaging and collaborating with clinical and/or practice staff to determine viability for a study.
Assists in developing department based education for patients and staff.
Identifies operational improvement opportunities making recommendation to clinical and/or practice manager.

3) Nurse Patient Family Relationship –
Assesses barriers to care. Considers the influence of social and cultural differences that might impede patient care and develops solutions. Supports patient/family to be involved in the clinical decision making process with the team and providers.

4) Patient Family Education and Health Care Transition Management
Identifies, anticipates and addresses the learning needs of both patients and families.
Provides outreach and transition management across the continuum of care

5) Health Care Team Relationships
Interacts effectively within the health care team to manage and coordinate the patient and family focused care along the continuum of care with effective and efficient use of resources to achieve optimal patient and family outcomes for defined patients and/or groups or patients.
Consults with providers and other health team members to coordinate patient care activities.
Serves as a resource to staff members providing understanding, considered responses with appropriate level of detail and education.

6) Communication –
Identifies and respects customer needs and adjusts communication style as needed.
Successfully manages difficult communications. Clearly and respectfully articulates issues in a positive professional manner. Actively, attentively listens without bias. Allows others to express their opinion and Is open to new ideas. Reserves judgment and until all the facts are known and is sensitive to the impact of decisions on others.

7) Leadership –
Educates staff on use of equipment and standards for quality assurance and infection control.
Assumes responsibilities as appropriate.
Mentors residents and students.

Required Work Experience: 

1) Must have two (2) or more years of clinical experience as an RN

2)  Any exception must be approved by the CNO

Preferred Work Experience: 

1) Experience in telephone triage

Skills and Competencies: 

1) Baystate Health required competencies per department

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.

DIVERSE TEAMS. DIVERSE PATIENTS. DIVERSE LOCATIONS.

Education:

Bachelor of Nursing Degree, Diploma in Nursing (Required)

Certifications:

Basic Life Support – American Heart Association, Registered Nurse – State of Massachusetts

Equal Employment Opportunity Employer

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