Clinical Triage Nurse, RN

HarmonyCares•Troy, MI

3h•Remote

About The Position

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision – Every patient deserves access to quality healthcare. Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Requirements

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 (HER) 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

Nice To Haves

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)
Multistate License (MSL)

Responsibilities

Assists with triage of inbound sick calls from Medical Group patients.
Assesses patient symptoms, provides appropriate medical advice, determines the level of care required and coordinates care with a care team.
Reviews clinical test results, utilizing clinical judgement to summarize results to assist providers in their review process.
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.
Prioritizes and responds promptly to each inbound result received.
Practices appropriate judgement when classifying the urgency of a result and appropriate clinical information to convey to the provider.
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/pr addresses patient complaints, grievances, and concerns promptly and effectively.
Collaborates with the care team members to promote quality patient care, satisfaction, and outcomes.
Participates in projects and quality improvement initiatives as assigned.
Additional duties as assigned by the Clinical Triage Manager and/or Director as related to clinical performance and outcomes.