Registered Nurse, Triage

Tennessee Oncology•Nashville, TN

About The Position

The Triage Nurse monitors and returns calls and other communications related to Tennessee Oncology patients, consulting with physicians or advanced practice providers when appropriate. The role recognizes the physical, psychological, and spiritual aspects of care and accurately identifies patients with high-risk conditions. The nurse works within the RN scope of practice as defined by the Tennessee Board of Nursing and Tennessee Oncology policies and procedures. The Triage Nurse assesses and manages patient symptoms and side effects, coordinates care and appointments, provides education and counseling to patients and caregivers, communicates results in collaboration with providers, and maintains patient records in the EMR. The role collaborates with physicians and multiple departments to address patient needs, supports standardized triage protocols and quality improvement activities, and serves as an oncology resource for the healthcare team, patients, caregivers, and external organizations.

Requirements

Associate degree or diploma in Nursing required.
Current RN licensure in Tennessee or a compact state required.
AHA or ARC BLS certification required within 90 days of hire for employees working more than 80% of shifts on-site or in clinic.
Current ONS Fundamentals Chemotherapy/Immunotherapy Provider card, or completion within 90 days of hire.
Knowledge of oncology and hematology diseases, treatments, and related therapy side effects or reactions.
Strong verbal and written communication skills, including ability to present information using an organized SBAR framework.
Ability to establish and maintain effective working relationships.
Ability to assess acute and chronically ill patients' nursing needs through technology methods.
Exceptional assessment, critical-thinking, and customer-service skills.
Ability to maintain emotional stability when coping with human suffering, emergencies, and other stresses.
Ability to seek resources independently and work collaboratively.
Ability to collaborate, set priorities, and organize work to meet deadlines while complying with processes, policies, and regulations.
Ability to multitask efficiently and communicate clearly with patients, families, visitors, healthcare team members, physicians, administrators, leadership, and others.
Excellent telephone etiquette.
Proficiency in written and spoken English.
Intermediate to advanced computer skills and ability to navigate multiple computer programs and patient or hospital portals simultaneously.

Nice To Haves

Bachelor of Science in Nursing (BSN) preferred.
Two years of relevant oncology and/or telephone triage experience preferred.
Outpatient ambulatory experience preferred.
Bilingual ability is a plus.
BLS certification is optional for teams working primarily remotely.

Responsibilities

Address patient calls, portal messages, tasks, and emails concerning symptoms, side effects, and other patient-care topics in a timely manner.
Use open-ended questions and approved algorithms or pathways to assess symptom and side-effect concerns.
Document recommended and actual interventions.
Recognize changes in patient status and need for care; assess symptom urgency and manage concerns to help prevent unnecessary emergency department visits and hospital utilization.
Respond to emergencies and coordinate care or EMS response as necessary.
Collaborate with physicians about care needs that cannot be addressed appropriately through standing orders or practice protocols.
Coordinate with scheduling teams to arrange same-day or future provider and infusion-room appointments based on patient needs.
Educate patients and caregivers, verify understanding of instructions and plans, and counsel them about medication and therapy side effects, referrals, and community resources.
Notify patients of normal or stable results and, after provider collaboration, abnormal results and any needed interventions.
Apply critical thinking and clinical judgment when evaluating patients; encourage treatment compliance and patient self-care.
Identify and accommodate patient disabilities and limitations, and access interpretive services or other accommodations as needed.
Adapt communication to patients and other customers from diverse personal, professional, cultural, and socioeconomic backgrounds.
Assist with prior authorization for prescription refills when needed.
Coordinate triage efforts with front office, nursing, patient advocates or financial counselors, pharmacy, and other departments.
Chart and update records in the EMR.
Follow policies and procedures affecting patient flow, patient care, and revenue processes.
Serve as an oncology and Tennessee Oncology resource for the healthcare team, patients, caregivers, and external agencies or organizations.
Use triage care plans, pathways, and algorithms in assigned clinics while supporting quality, safety, environmental, and infection-control standards.
Participate in and initiate performance-improvement activities as requested.
Maintain required competencies, identify learning needs, and pursue appropriate assistance or educational offerings.
Perform other related duties or assignments as requested.