Telephone Triage Nurse - Cancer Center

Cleveland Clinic•Cleveland, OH

11d•Onsite

About The Position

At Cleveland Clinic Health System, we believe in a better future for healthcare. And each of us is responsible for honoring our commitment to excellence, pushing the boundaries and transforming the patient experience, every day. We all have the power to help, heal and change lives — beginning with our own. That’s the power of the Cleveland Clinic Health System team, and The Power of Every One. Join the Cleveland Clinic team, where you will work alongside passionate caregivers and provide patient-first healthcare. Cleveland Clinic is recognized as one of the top hospitals in the nation. At Cleveland Clinic, you will work alongside passionate and dedicated caregivers, receive endless support and appreciation, and build a rewarding career with one of the most respected healthcare organizations in the world. Telephone Triage Registered Nurses provide 24/7 access to expert clinical guidance, ensuring patients receive the right care at the right time. In this role, you serve as the primary clinical point of contact for patients seeking support for a wide range of health concerns. You deliver high-quality remote nursing care across the lifespan from infants to older adults including individuals with behavioral health needs and recently discharged patients. Key responsibilities include conducting comprehensive nursing assessments, prioritizing patient needs, and directing patients to the most appropriate level of care. You apply evidence-based guidelines, the nursing process, and critical thinking skills to analyze patient-reported information and electronic medical records (EMR) to inform safe, timely decision-making. Your work ensures seamless access to care and drives optimal patient outcomes. A caregiver in this position works Monday to Friday, 8 hour shifts with variable start times, between the hours of 7:00 a.m. and 7:00 p.m.

Requirements

Graduate of an accredited school of professional nursing (Diploma, ADN, BSN)
Current state licensure as a Registered Nurse (RN)
Multi-State RN Compact state licensure is required within new hire period for RNs who provide care across multiple states
Basic Life Support (BLS) certification through the American Heart Association (AHA)
Any registered nurse or advanced practice nurse must obtain a cancer specific certification or demonstrate ongoing qualifying education within the time frame of the facilities accreditation cycle, if they work in medical oncology, radiation oncology, cancer center, or cancer clinic and/pr administer chemotherapy within an accredited Cleveland Clinic Facility
Three or more years of experience as an RN in a med/surg, primary care, pediatric, ED, critical care, intensive care or case management area
Skilled at navigating EMR preferably EPIC, MS Word, and prior job experience with typing and computer usage
Working knowledge of PC windows application sufficient to input and retrieve data
Ability to demonstrate computer keyboard skills

Nice To Haves

Bachelor of science in nursing (BSN)
2 years of cancer experience
Certification in a nursing specialty
Telephone triage experience
Expertise in crisis intervention, teaching/coaching, disease management and diagnostic monitoring

Responsibilities

Serves as the primary point of contact for telephone patients with a variety of health or illness questions.
Collects subjective data related to the presenting problem and medical history.
Utilizes critical thinking and problem-solving skills to recognize and match symptoms to protocol, assigning acuity (emergent, urgent, acute and non-acute) and ensuring safe, timely disposition of health-related calls.
Offers home treatment advice as appropriate.
Accesses patient information via EMR.
Documents encounter and decision making in EMR in a concise and accurate manner, utilizing the patient's own words as appropriate.
Educates patients utilizing principles of active listening.
Communicates based on patients' level of understanding and comprehension.
Recalls knowledge of the teaching principles of health care information to pediatric, adult and geriatric populations.
Ensures that the caller comprehends health information and clinical advice to make informed healthcare decisions.
Conveys to the caller in a 'telecharismatic' manner, that they are the #1 priority.
Establishes an immediate therapeutic rapport with callers.
Utilize H.E.A.R.T. principles, making every effort possible to resolve the problem.
Listens, communicates and documents simultaneously and navigates computer programs to assess, process, educate and document all information professionally.
Demonstrates knowledge and use of the nursing process to identify physical, psychosocial, and developmental needs and interventions to promote favorable outcomes.
Meets established quality standards, competencies, and educational training and requirements.