Telehealth Triage RN - Lead

Parkview Health•Fort Wayne, IN

1d•Remote

About The Position

The Telehealth Triage RN - Lead manages symptom-based encounters with patients over the phone or video using evidence-based triage protocols. The goal is to decrease unnecessary visits to physicians, APPs, and the emergency room, while also providing information for self-care. This role requires excellent communication and information-gathering skills to determine the best course of action for patients across the entire spectrum of health, from healthy individuals to those with acute and chronic illnesses. The role is based on the six-step nursing process: nursing assessment, diagnosis, goal/outcome identification, planning, implementation, and evaluation. Interventions include identifying and clarifying patient needs, conducting health education, promoting patient advocacy and self-efficacy, and assisting patients in navigating the healthcare system.

Requirements

Current, active RN license and currently hold a compact license or apply for the Nurse Licensure Compact as a part of the hiring process.
Minimum of five years’ experience as a registered nurse.
Experience in use of computers – hardware and software, and use of an electronic medical record.
Excellent verbal and written communication skills.
Ability to train and precept others.
Analytical skills necessary to research, evaluate, and identify problem areas and solutions.
Organizational skills necessary to lead several complex issues concurrently.
Knowledge of workflows and standard operating procedures and process improvement focused.
Critical thinking skills.
Ability to determine the problem or patient need through conversation with a patient.
Superior verbal communication skills are essential.
Analytical skills to identify, research, and evaluate process improvement.
Strong assessment skills and excellent clinical judgement.
Crisis intervention and de-escalation skills.
Teaching ability and mentoring new staff.
Ability to remain calm in high stress situations.
Strong organizational skills.
Typing and computer ability to keep track of information gathered during the telephone conversation.

Nice To Haves

Diploma in Nursing or an Associate of Science in Nursing (ASN); Bachelor of Science in Nursing (BSN) preferred.
Previous emergency department, critical care, or telephone triage experience is desired for this role.

Responsibilities

Accepts telephone calls from patients with varying levels of acuity and types of medical concerns.
Promotes clear and coherent verbal communication following an appropriate line of questioning.
Utilizes the electronic medical record to access and review patient records, steps through triage protocols to review possible conditions, relatable signs and symptoms, and evidence-based treatments, and facilitates next steps.
Provides clear health information, assistance with medication refills as needed, thorough patient education, recommendation for use of over-the-counter medications as appropriate, and recommendations for the next steps to take.
Evaluates the significance of the patient’s concern, determine if emergency care is needed, if a medical appointment should be made, or if the concern should be reported to the appropriate physician.
Works for first call resolution of patient’s concern or need as appropriate.
Completes Transitional Care Management telephone encounters for post hospital patients.
Functions independently in a fast-paced environment.
Assists with training of new coworkers and the onboarding process.
Serves as a preceptor for new coworkers and established coworkers as needed.
Perform quality call audits for peer nurses.
Maintains nursing resources, files, and tools with updated information.
Splits time between taking incoming calls and completing lead tasks.
Responsible for safe, efficient, and timely triage of patients calling with psychiatric/substance abuse needs to Parkview ambulatory care providers.
Coordinates care for the patient with other staff and provides clinical information to physicians or advanced practitioners to make appropriate recommendation for level of care or outpatient referral.
Demonstrates knowledge of community resources and how to access their services when screening patients and family mental health needs.