Responsibilities:

• Serves as the primary point of contact for telephone patients with a variety of health or illness questions.
• Collects subjective data related to the presenting problem and medical history.
• Utilizes critical thinking and problem solving skills to recognize and match symptoms to protocol, assigning acuity (emergent, urgent, acute and non-acute) and ensuring safe, timely disposition of health related calls.
• Offers home treatment advice as appropriate. Accesses patient information via EMR.
• Documents encounter and decision making in EMR in an concise and accurate manner, utilizing the patient's own words as appropriate.
• Accesses patient information via EMR. Educates patients utilizing principles of active listening.
• Communicates based on patients level of understanding and comprehension.
• Recalls knowledge of the teaching principles of health care information to pediatric, adult and geriatric populations.
• Ensures that the caller comprehends health information and clinical advice to make informed healthcare decisions. Conveys to the caller in a 'telecharismatic' manner, that they are the #1 priority.
• Establishes an immediate therapeutic rapport with callers. Utilize H.E.A.R.T. principles making every effort possible to resolve the problem.
• Listens, communicates and documents simultaneously and navigates computer programs to assess, process, educate and document all information in a professional manner.
• Demonstrates knowledge and use of the nursing process to identify physical, psychosocial, and developmental needs and interventions to promote favorable outcomes.
• Meets established quality standards, competencies, and educational training and requirements.
• Pursues opportunities to gain knowledge.
• Participates in staff meetings, in-services, committees, and continuing education opportunities. Adheres to organizational and departmental policies, procedures, and established best practices.
• Demonstrates a commitment to patient centered care.
• Other duties as assigned.

Education:

• Graduate from an accredited school of professional nursing.
• BSN preferred.

Certifications:

• Current State Registered Nurse (RN) license. Certification in nursing specialty preferred.

• Basic Life Support (BLS) through American Heart Association (AHA)

Complexity of Work:

• Requires critical thinking skills, decisive judgment and the ability to work with minimal supervision.
• Must be able to work in a stressful environment and take appropriate action.

Work Experience:

• Registered Nurse with 3 or more years of experience in a medical-surgical, primary care, pediatric, ED, or case management.
• Telephone triage experience highly preferred.
• Expertise in crisis intervention, teaching/coaching, disease management and diagnostic monitoring highly preferred.
• Skilled at navigating EMR preferably EPIC, MS Word, and prior job experience with typing and computer usage.
• Working knowledge of PC windows application sufficient to input and retrieve data.
• Ability to demonstrate computer keyboard skills.

Physical Requirements:

• Ability to sit for long periods of time within a confined space.
• Requires full range of motion, manual and finger dexterity of eye hand coordination.
• Requires corrected vision and hearing to a normal range.
• Sedentary Work - Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull, or otherwise move objects, including the human body.
• Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time.
• Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.