Telephone Triage Nurse

Cleveland Clinic

1d•Remote

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. Telephone Triage Registered Nurses provide 24/7 access to patients, helping them with their healthcare needs and providing them with guidance. As a Telephone Triage Registered Nurse, you will serve as the primary point of contact for patients with a variety of health or illness questions. Some of your primary responsibilities include providing remote nursing care to a variety of patient populations across the life span, including infants, the elderly, patients with behavioral health needs and recently discharged hospital patients, performing skilled and thorough nursing assessments, prioritizing patient needs and referring them to the appropriate level of care, utilizing evidence-based guidelines, insight of the nursing process and a proven ability to critically analyze information from the patient and the EMR in your decision-making process and ensuring access to care and optimal outcomes. This is a fully remote position after orientation. A caregiver in this position works 2:00pm to 12:30am including every other weekend and every other holiday with no on-call requirements.

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 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
Applicants must reside within an hour of Cleveland, Ohio

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.