RN Phone Triage (Internal Medicine North/Zeeland)

Holland Hospital•Holland, MI

About The Position

The Registered Nurse (RN) Physician Office Telephone Triage role provides and coordinates patient-centered care primarily through phone and electronic communication. The RN supports providers and patients by assessing clinical needs, preparing for upcoming visits, coordinating care across the multidisciplinary team, and ensuring accurate, timely documentation. The role emphasizes prevention, health promotion, patient education, and proactive care management, serving as a liaison among patients, providers, and the healthcare team. The position is full time at 72 hours every two weeks. The schedule is Monday through Wednesday, 8 a.m. to 5 p.m.; Thursday, 8 a.m. to noon; and Friday, 8 a.m. to 4 p.m. No weekends or holidays are required. Pay is $30.33–$45.50 per hour.

Requirements

Associate degree in Nursing (RN) or higher.
Current Michigan RN license.
BLS for the Healthcare Provider certification required within 60 days of hire.

Responsibilities

Promote patient safety by maintaining physician-office policies and procedures, achieving office-specific competencies, and adhering to professional nursing standards and regulatory requirements.
Work with providers to deliver telephone-based medical care using established triage protocols.
Coordinate care with the multidisciplinary team in alignment with the Patient-Centered Medical Home model.
Consider safety, effectiveness, cost, and impact on practice when planning and delivering nursing services.
Participate in team huddles and multidisciplinary reviews of high-risk patients or patients flagged on the Care Team dashboard.
Request and follow up on records and documentation needed for upcoming appointments.
Initiate or enter standing orders as directed by providers and coordinate accurate routing of patient information.
Consult providers about high-risk patients and urgent needs; collaborate with the emergency department and hospital departments for emergencies and transitions of care.
Address patient special needs and accommodations, and assist with specialty referrals and care transitions.
Follow up on laboratory, imaging, and referral results to close care loops and communicate findings to patients and providers.
Accurately document patient encounters, assessments, and communications in the electronic medical record.
Educate patients by phone or electronic communication about treatment plans, medication use, follow-up care, After Visit Summary instructions, care gaps, and preventive health needs.
Coordinate with providers and the care team to ensure patient education is accurate and consistent.
Maintain medication logs, problem lists, and prescription communication files; coordinate medication reconciliation and order clarification with pharmacies and providers.
Order medications or diagnostic tests as directed by providers and within policy scope; monitor adherence issues and communicate concerns to the care team.
Maintain accurate triage-call, prescription-management, and referral-tracking logs.
Participate in quality improvement and performance initiatives and comply with ethical billing, confidentiality, and regulatory standards.