Registered Nurse, Triage

OneOncology•Nashville, TN

About The Position

The Triage Nurse monitors and returns calls and other communications from 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 defined by the Tennessee Board of Nursing and Tennessee Oncology policies and procedures. The Triage Nurse assesses patient symptoms and side effects through calls, portal messages, tasks, and emails; applies approved algorithms and care pathways; determines urgency; provides education and counseling; coordinates care and appointments; and documents interventions in the electronic medical record. The role collaborates with providers and other departments, responds to emergencies, supports medication-refill prior authorizations, and contributes to quality improvement and professional development.

Requirements

Associate degree or diploma in nursing required.
Current RN licensure in Tennessee or a compact state required.
AHA/ARC BLS certification required within 90 days of hire if working more than 80% of shifts on-site or in clinic; optional for teams working primarily remotely.
Current ONS Fundamentals Chemotherapy/Immunotherapy Provider card, or ability to complete it within 90 days of hire.
Knowledge of oncology and hematology diseases, treatments, and related therapy side effects and reactions.
Strong verbal and written communication skills, including ability to present information using the SBAR framework.
Ability to establish and maintain effective working relationships.
Ability to assess nursing needs of acutely and chronically ill patients using 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 find resources independently and work collaboratively.
Ability to collaborate, set priorities, organize work, meet deadlines, and comply with established processes, policies, and regulations.
Ability to multitask efficiently and communicate clearly with patients, families, visitors, healthcare teams, physicians, administrators, leadership, and others.
Excellent telephone etiquette.
Proficiency in written and spoken English.
Intermediate to advanced computer skills, including 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 experience in oncology and/or telephone triage preferred.
Outpatient ambulatory experience preferred.
Bilingual ability is a plus.

Responsibilities

Address patient calls, portal messages, tasks, and emails about symptoms, side effects, and other patient-care topics in a timely manner.
Use approved algorithms and pathways to assess symptoms and side-effect concerns, and document recommended or actual interventions.
Recognize changes in patient status and determine the need for care.
Assess symptom urgency and manage concerns appropriately to help prevent unnecessary emergency department visits and hospital utilization.
Respond to emergency situations and coordinate care or EMS response as necessary.
Collaborate with physicians about care needs that cannot be addressed independently through standing orders or practice protocols.
Coordinate with scheduling to arrange same-day or future provider and infusion-room appointments based on patient needs and triage interventions.
Educate patients and caregivers, verifying their understanding of instructions and care plans.
Counsel patients, families, and caregivers about medication and therapy side effects, referrals, and community resources.
Notify patients of normal or stable test results, and collaborate with providers on interventions for abnormal results.
Apply critical thinking and clinical judgment when evaluating patients.
Encourage compliance with supportive and treatment regimens and promote patient self-care responsibility.
Identify and accommodate patient disabilities and limitations, accessing interpretive services and other resources 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 with front office, nursing, patient advocates or financial counselors, pharmacy, and other departments.
Chart and update records in the electronic medical record.
Follow policies and procedures affecting patient flow, patient care, and revenue processes.
Serve as an oncology and Tennessee Oncology resource for healthcare teams, patients, caregivers, and external organizations.
Use triage care plans, pathways, and algorithms while adhering to standardized nursing procedures, quality objectives, 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 and assignments as requested.