Once fully trained (6 months to 1 year) option to be remote Summary Purpose: Supervises the work and team who triage or manage symptom-based encounters with a patient over the phone or video by a Registered Nurse or LPN utilizing evidence-based triage protocols. With the goal to decrease unnecessary visits to physicians, APP’s, and the emergency room as well as to provide information for self-care, uses excellent communication and information-gathering skills to determine the best course of action for the patient. Deals with the entire spectrum, from healthy patients to the acute and chronically ill. Telehealth triage nursing is based on the six-step nursing process: nursing assessment, diagnosis, goal/outcome identification, planning, implementation, and evaluation. Interventions commonly applied by the triage nurse include:€¯Identifies and clarifies patient needs, conducts health education, promotes patient advocacy and self-efficacy, assists the patient to navigate the health care system. Oversees timely and accurate medication refill process. Duties and Responsibilities: Functions in collaboration with peer supervisors, manager, and other department leaders. Interviews, onboards, mentors, and develops staff; including communicating job expectations and providing performance reviews. Collaborates with physicians and multidisciplinary professional staff to implement patient care. Upholds department policies. Provides education on new or updated processes and policies. Performs quality call audits for the department,. Maintains nursing resources, files, and tools with updated information. Maintains daily schedules and timecards for all staff. Researches and addresses quality and safety risks. Monitors Teams Chat messages with staff and responds with solutions in a timely manner. Performs routine check-ins with all staff and nurse leads. Monitors department call metrics and medication refill messages. Identifies process improvement opportunities and implementation. Coaches and mentors' staff. Works closely with other department leaders on new initiatives. Supervises the medication refill process and team of medication management specialists. Education Must be a graduate of a School of Nursing, BSN preferred. Must complete general orientation. Licensure/Certification Must have a current, active RN license and currently hold a compact license or apply for the Nurse Licensure Compact as a part of the hiring process. Experience Minimum of five years’ experience as a registered nurse. Previous emergency department or telephone triage experience is desired for this role. Experience in use of computers – hardware and software, and use of an electronic medical record. Other Qualifications Critical thinking skills. Ability to determine the problem or patient need through conversation with a patient. Superior verbal communication skills are essential. A bility to communicate in a clear, concise, courteous and professional manner, exhibit quality vocal skills through speech rate, volume, enunciation and pronunciation. Strong assessment skills and excellent clinical judgement. Crisis intervention skills. Ability to remain calm in high-stress situations. Teaching ability. Typing and computer ability to keep track of information gathered during the telephone conversation, ability to type 40 wpm with 98% accuracy, document precisely in a concise manner. Demonstrates the ability to work independently and learn applications relevant to the position. Strong organizational skills and attention to detail. Ability to successfully function in a fast paced, service-oriented environment
