Clinical Triage Nurse, RN

HarmonyCares-posted 4 months ago
Troy, MI
251-500 employees
Ambulatory Health Care Services
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HarmonyCares is one of the nation's largest home-based primary care practices, dedicated to providing high-quality, coordinated health care in the home. The Clinical Triage Nurse, RN assists with triage of inbound sick calls from Medical Group patients, assessing patient symptoms, providing medical advice, determining the level of care required, and coordinating care with a care team. This position requires strong clinical knowledge, excellent communication skills, and the ability to work remotely, providing critical healthcare guidance to patients in need.

  • Prioritizes and responds promptly to each inbound phone call and voicemail received.
  • Adheres to daily availability expectations based on schedule.
  • Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset.
  • Practices appropriate judgement when classifying whether the inbound interaction requires clinical triage or transfer to another care team member.
  • Utilizes appropriate process when conducting necessary transfers.
  • Conducts thorough assessments of patients' symptoms and medical history over the phone.
  • Utilizes appropriate probing questions and EMR to gather information.
  • Uses evidence-based guidelines to make informed decisions about the urgency of patient conditions.
  • Assigns the appropriate triage priority based on available information.
  • Utilizes correct judgement to identify when crisis intervention is required.
  • Adheres to outlined protocols for connecting the patient to emergency services.
  • Educates patients, caregivers, and others on health maintenance, disease prevention, self-care, medications, and necessary follow-up steps per protocol.
  • Performs outbound phone calls to communicate providers orders on behalf of the provider.
  • Collaborates with the care team to ensure patient needs are met and follow-ups are appropriately completed.
  • Communicates effectively with patients and their families, addressing their concerns and providing emotional support.
  • Analyzes results data, identifying needs, patterns, and variances, and communicating findings to the provider.
  • Performs data entry for patient results and quality metrics per defined protocol.
  • Maintains clear and compassionate written and verbal communication with care team members.
  • Adheres to all company-established policies and procedures.
  • Meets required quality standards and productivity expectations.
  • Appropriately identifies, acknowledges, escalates, and addresses patient complaints, grievances, and concerns promptly and effectively.
  • Participates in projects and quality improvement initiatives as assigned.
  • Graduate of approved or accredited nursing education program as a Registered Nurse.
  • Current valid RN license. Must be able to obtain and maintain RN license within all service states within 6 months from hire.
  • Satisfactory completion of required nursing continued education requirements.
  • Ability to react decisively and quickly in urgent and emergent situations.
  • Strong comprehension of medical terminology and pharmaceuticals.
  • Demonstrated experience with multi-tasking.
  • Strong communication skills (written & spoken).
  • Demonstrated proficiency in using electronic health records (EHR) system.
  • Ability to communicate effectively with providers, patient care teams, patients, patients' family members and facility staff.
  • Ability to work remotely and independently.
  • Knowledge of basic principles, practices, and techniques in primary healthcare.
  • Strong organizational skills and attention to detail.
  • Conflict resolution skills.
  • Familiarity with Medicare and Medicaid insurances and programs.
  • 2+ years of experience as an RN.
  • Contact center experience.
  • Nurse triage experience.
  • Experience in Aprima (EHR).
  • Health, Dental, Vision, Disability & Life Insurance.
  • 401K Retirement Plan (with company match).
  • Tuition, Professional License and Certification Reimbursement.
  • Paid Time Off, Holidays and Volunteer Time.
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