Overview Call Center Triage Nurse - RN role at IHA. The position involves promptly answering incoming patient telephone calls or making outbound calls, triaging and responding to health-related questions, and following established Call Center clinical work processes and protocols. Works within the Clinical Support Staff Scope of Practice document.
Essential Job Functions Receives incoming telephone calls and/or makes outbound calls to patients who have left a message with the call center; collects key health data from the patient and triages/assesses calls with adherence to approved Call Center protocols.
May provide medical advice for the condition presented over the phone; ensures advice is within the scope of the role and in accordance with Call Center protocol.
Identifies emergent medical and/or related patient situations and assists patients by assessing appropriate level of care; errs on the side of higher level of care when clarification is needed; uses Call Center protocols for emergent conditions.
Adheres to Call Center processes for paging on-call physicians as necessary; may consult with physicians, mid-level providers, and other team members to ensure quality patient care.
Schedules patient appointments; obtains required information and provides necessary documentation; completes all necessary tasking.
Refills medications for 30-day supply per Adult and Pediatric protocols; orders medications and updates the medication module per these protocols.
Assists Care Managers in scheduling hospital discharge appointments on weekends and holidays.
Receives and processes STAT and critical labs; notifies the Provider as per protocol; refaxes lab and radiology requisitions.
Runs PRISM reports, makes patient post-discharge calls and schedules follow-up visits per protocol.
Accurately completes the call center tool; uses the call log and on-call MD calendar accurately and appropriately.
Documents complete and accurate patient records related to calls, data collected, services rendered, follow-up provided, and outcomes as described by the patient or family.
Directly enters medication, laboratory, and radiology orders into the electronic medical record per state, local, and professional guidelines.
Facilitates office quality/performance incentive initiatives.
Performs other duties as assigned and works within the scope of RN or LPN licensure as outlined on the Clinical Support Staff Scope of Practice document.
Organizational Expectations Creates a positive, professional, service-oriented work environment for staff, patients and family members by supporting the mission and values of IHA and Trinity Health.
Must work effectively as a member of the clinical care team.
Completes IHA’s Customer training and adheres to standards of providing high level of service and respect to customers.
Maintains knowledge of and complies with IHA standards, policies and procedures.
Maintains complete knowledge of office services, call center processes and procedures, and the use of all relevant equipment and systems.
Maintains strict patient and employee confidentiality in compliance with IHA and HIPAA guidelines.
Demonstrates willingness to take on new responsibilities, embraces new ideas, and respects cultural differences.
Uses resources efficiently.
If applicable, responsible for ongoing professional development – maintains licensure and continuing education credentials and participates in available learning opportunities.
Measured By Performance that meets or exceeds IHA CARES Values expectations as outlined in the IHA Performance Review document, relative to the position.
Essential Qualifications Education: Bachelor’s degree or graduation from an accredited Registered Nursing program (2-year program) with prior triage experience.
CREDENTIALS/LICENSURE: Valid, unrestricted RN license in the State of Michigan. Valid CPR certification.
MINIMUM EXPERIENCE: 1–2 years of clinical experience in a medical or physician office.
Position Requirements (abilities & Skills) Ability to demonstrate appropriate use of written clinical protocols.
Basic knowledge of obtaining patient vital statistics and relevance to health history.
Proficiency in medical terminology with ability to use written clinical protocols.
Proficiency with desktop and Windows-based systems, including EMRs (EPIC), email, e-learning, intranet, and navigation; ability to use other software as required.
Excellent written and verbal communication skills, including proper phone etiquette.
Ability to work collaboratively in a team-oriented environment; courteous and friendly demeanor.
Ability to work effectively with diverse populations and organizational members.
Ability to cross-train in other practice areas to support operations.
Strong organizational and time management skills to handle multiple priorities and changing situations.
Sound judgment and problem-solving abilities.
Ability to perform mathematical calculations for tasks such as immunization dosages.
Knowledge of clinical care compliance, patient privacy, and best practices in medical office operations.
Ability to handle patient and organizational information confidentially.
Successful completion of IHA competency-based program within the introductory and training period.
Minimum Physical Expectations Physical activity involving keyboarding, phone work, and charting; time on a computer.
Ability to lift up to 20 lbs as needed.
Walking, bending, stooping, reaching, climbing, kneeling, and twisting as part of duties.
Specific vision abilities including close, depth, color, peripheral vision and focusing.
Manual dexterity to operate office equipment.
Must hear and speak well enough to conduct business over the telephone or in person in English.
Minimum Environmental Expectations This position operates in a typical office environment with some exposure to contagious diseases/viruses and requires significant interaction with people, which can be stressful and involve competing priorities.
Note: This description reflects the current requirements and duties of the position. It is not intended to be all-inclusive and may be changed at the company’s discretion.