Ambulatory Nurse Triage at Orlando Health Jewett Orthopedics Institute

Orlando Health•Orlando, FL

2d•Hybrid

About The Position

Under the direction of the Nurse Manager, Practice Manager, and/or Practice Supervisor and as a member of the Care Team, the Ambulatory Triage Nurse (RN) is responsible for handling high-volume calls from patients, medical facilities, and healthcare agencies to assist with acute concerns, medication questions, post-visit questions, and other care concerns and coordination that warrant timely triage by a nurse. This position includes a flexible work arrangement with work from home after an onsite period in the call center. Working hours and locations vary based on department.

Requirements

Graduate of an approved school of nursing.
Three (3) years of clinical experience in the area of specialty.
Previous experience working with EPIC EMR required.
Maintains current RN license in the State of Florida.
Maintains current BLS certifications.

Nice To Haves

BSN preferred.

Responsibilities

Triages and provides thorough and sound assessments of incoming urgent and non-emergent patient calls with acute symptoms, acting as an extension of the provider.
Serves as a clinical resource by precepting new hires.
Communicates and coordinates with the specialty and/or providers, or those they designate, on patient care as needed.
Provides guidance and instruction on acute intervention of stable and unstable patients over the phone using the nursing process.
Develops, coordinates the implementation of, and evaluates a plan of care for each call presented using Schmitt-Thompson protocols.
Documents all call inquiries according to Orlando Health policies and procedures.
Demonstrates the knowledge and critical thinking skills necessary to provide developmental, cultural, and age-appropriate care.
Navigates a fast-paced environment utilizing interpersonal skills to maximize caller reassurance.
Demonstrates proficiency in multiple technology programs used by Orlando Health.
Demonstrates interpersonal and communication skills with office staff, nurses, providers, contact center team, and leaders.
Demonstrates proficiency in recognizing a change in patient status and the need to escalate care. Coordinates with provider or nurse leader as needed.
Assists with scheduling patients in same day or next day appointment spots when indicated by disposition and level of care.
Adheres to the standards required in the role regarding break times, phone time, and weekend and holiday requirements.
Provides patient services with the ultimate goal of providing the highest level of quality care and customer service.
Refills prescriptions following Orlando Health policy and provider requirements.
Communicates the plan of care clearly to the patient and ensures the patient fully understands prior to ending the call.
Enrolls or updates patient MyChart information, if needed, for each call.
Serves as a patient advocate while using available resources to help formulate ethical decisions for positive patient outcomes.
Acts as a professional role model for orientees while being flexible to meet the needs of the training schedule.
Works independently and efficiently with minimal supervision.
Performs other administrative tasks as assigned.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Utilizes appropriate support, expert resources, or personnel to resolve complex or difficult situations.
Demonstrates excellent time management skills with the ability to prioritize demands to meet patient service standards and deadlines.
Effectively handles stressful situations professionally and calmly with exceptional customer service skills.
Demonstrates strong patient service skills including, but not limited to, listening, understanding, and responding in a calm and easy to understand manner.
Attends required meetings and contributes on committees and projects as requested.
Participates in professional development activities and maintains professional license(s) and affiliation(s).