RN - Phone Triage (On-Site)

Trillium Health•City of Rochester, NY

8d•$35 - $51•Onsite

About The Position

The Registered Nurse, Phone Triage (Level 1) is a member of Trillium’s interdisciplinary health care team, primarily supporting patient care through telephone triage, coordination, and clinical support to ensure timely, high-quality service. The role receives and responds to patient calls, assesses needs using the electronic medical record, coordinates with nurses and providers, and provides care instructions within the RN’s scope. It also includes assisting providers with patient care, administering treatments and immunizations, reinforcing patient education, and performing clinical duties when floating. The position is full-time, on-site, non-exempt, and assigned to the Clinic department. The RN is expected to document care accurately and promptly, collaborate with interdisciplinary teams, flex into RN, LPN, or Medical Office Assistant coverage as needed, and participate in quality improvement. The employee must respect patients, coworkers, and visitors; support Trillium’s mission, vision, values, and behaviors; protect confidential information; and meet departmental performance and compliance expectations.

Requirements

Valid New York State Registered Nurse (RN) licensure and 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) strongly preferred.
Epic experience strongly preferred.
Experience managing chronic diseases in outpatient settings preferred.
Experience performing symptom assessment and/or telephone triage preferred.

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 concerns to appropriate clinical staff as needed.
Provide care instructions and advice within scope when appropriate.
Schedule patient appointments, register new patients, and facilitate medical forms needed for patient care.
Assist providers in delivering patient care under supervision.
Explain procedures and treatments to patients and 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 related to medications, self-injection, and treatment plans.
Perform clinical duties when floating, including rooming patients, taking vital signs, collecting specimens, and performing EKGs.
Clean exam rooms between visits and stock them daily.
Collaborate with interdisciplinary teams to coordinate care and patient engagement.
Flex to cover RN, LPN, or Medical Office Assistant responsibilities as needed.
Share knowledge with new and current nursing staff across roles.
Participate in quality improvement and QA/QI initiatives.
Document patient care accurately, clearly, and promptly according to policy.
Collect and document patient health-status information appropriately.
Maintain confidentiality of patient, client, employee, protected, and proprietary information.
Participate in compliance audits, quality improvement plans, and continuous improvement activities as requested.
Perform other specific duties as assigned.