RN - Phone Triage (On-Site)

TRILLIUM HEALTH•Rochester, NY

2d•Onsite

About The Position

The Registered Nurse, Phone Triage (Level 1) is an on-site, full-time, non-exempt member of the interdisciplinary health care team. The role primarily supports patient care through telephone triage, coordination, and clinical support to ensure timely, high-quality service. The RN receives and responds to patient calls, assesses and prioritizes needs using the EMR, coordinates with clinic nurses and providers, and provides care instructions within scope when appropriate. The position also supports providers with clinical care, patient education, documentation, and clinic duties when floating.

Requirements

Current, valid New York State Registered Nurse (RN) licensure.
Current CPR certification.
Associate Degree in Nursing (ADN).
At least three years of nursing experience in acute care, outpatient, ambulatory, or primary care settings.
Strong teamwork and interpersonal skills.
Strong critical thinking and assessment skills.
Excellent written and verbal communication skills.
Proficiency with computer systems and electronic health records (EHR).

Nice To Haves

Bachelor of Science in Nursing (BSN).
Epic experience.
Experience managing chronic diseases in outpatient settings.
Experience performing symptom assessment and/or telephone triage.

Responsibilities

Receive and respond to incoming patient phone calls and address calls regardless of patient need.
Triage patient needs using the electronic medical record and coordinate with clinic nurses and providers.
Assign priority levels and escalate patient needs to appropriate clinical staff.
Provide care instructions and advice within scope when appropriate.
Schedule patient appointments, register new patients, and facilitate completion of medical forms.
Assist providers with patient care under supervision; explain procedures and treatments to patients.
Aid providers during examinations and treatments, observe patients, and report significant reactions or changes in condition.
Administer treatments, nursing interventions, injections, and immunizations.
Reinforce patient education about medications, self-injection, and treatment plans.
Perform clinical duties when floating, such as rooming patients, taking vitals, collecting specimens, and performing EKGs.
Clean exam rooms between visits and stock them daily.
Collaborate with interdisciplinary teams to coordinate care and patient engagement.
Cover RN, LPN, or Medical Office Assistant responsibilities as needed and share knowledge with nursing staff.
Participate in quality improvement and QA/QI initiatives.
Document patient care accurately, clearly, and promptly according to policy, and collect and document patient health status information appropriately.
Respect and support patients, employees, and visitors with varied lived experiences; demonstrate commitment to Trillium’s mission, vision, and values.
Maintain confidentiality of patient, client, employee, protected, and proprietary information.
Meet departmental performance standards, participate in compliance audits and quality improvement plans as requested, and contribute to continuous improvement of job and organizational processes.
Perform other specific duties as assigned.