RN Phone Triage (Internal Medicine North/Zeeland)

Holland Hospital•Holland, MI

7d•$30 - $46

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 between patients, providers, and the healthcare team. The RN works collaboratively with providers to deliver medical care via telephone using established triage protocols and coordinates care in alignment with the Patient-Centered Medical Home model. The position also supports chart and referral management, medication and order coordination, patient education, follow-up on results, quality improvement, and compliance with professional and regulatory standards.

Requirements

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

Responsibilities

Promote patient safety by maintaining physician-office policies and procedures, and achieve office-specific initial and ongoing competencies.
Maintain ANA Standards of Professional Performance, professional practice standards, and regulatory compliance.
Collaborate with providers to deliver medical care by telephone using established triage protocols.
Coordinate care with multidisciplinary team members 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 case reviews for high-risk patients or patients flagged on the Care Team dashboard.
Request records and follow up on outstanding documentation needed for upcoming appointments.
Initiate or enter standing orders as directed by providers, and coordinate accurate routing and completion of patient information with central services and document management systems.
Consult providers about high-risk patients and urgent needs that may require intervention.
Collaborate with the emergency department and other hospital departments for emergent situations or transitions of care.
Address patient special needs and accommodations and ensure the appropriate care environment and resources are prepared.
Assist with specialty referral management, timely scheduling, and documentation of 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, reflecting patient-provided information and supporting provider treatment decisions.
Educate patients by phone or electronic communication about treatment plans, medication use, follow-up care, care gaps, preventive health needs, and instructions in the After Visit Summary.
Use effective communication techniques to support patient understanding and compliance, and collaborate with the provider and care team to ensure education materials are consistent and accurate.
Maintain patient medication logs, problem lists, and prescription communication files.
Coordinate with pharmacies and providers to reconcile medications, clarify orders, and address patient questions.
Order medications or diagnostic tests as directed by the provider and within policy scope.
Monitor medication adherence issues and communicate concerns to the care team.
Maintain accurate logs for triage calls, prescription management, and referral tracking.
Participate in quality improvement activities and performance initiatives.
Ensure compliance with ethical billing, confidentiality, and regulatory standards.