Telephone Triage RN

UCF Clinical•Orlando, FL

2d•Onsite

About The Position

The Telephone Triage RN position at UCF Health Clinic is a full-time role, operating Monday through Friday from 8 am to 5 pm, with no weekend work required. This role involves managing a high volume of patient calls daily, requiring active listening, accurate documentation, and the ability to prioritize calls effectively. The RN must understand and operate within their scope of practice, identifying calls that require immediate escalation to physicians or management. Responsibilities include interviewing patients to gather information, assigning triage priority, answering incoming calls, triaging patient needs, communicating with the care team, and returning voicemails within set timeframes. The position also entails maintaining professional relationships, observing clinic policies, performing administrative duties such as scheduling appointments and updating patient information systems, and staying current with advancements in emergency medicine and urgent care best practices. Adherence to HIPAA, infection control, sanitation, patient safety, and confidentiality standards is mandatory. The RN may also be required to work directly with a provider if staffing levels are insufficient.

Requirements

Completion of an accredited RN from a Nursing degree from an accredited Program.
2+ years in a clinical setting.
Current RN Florida License.
Annual CPR, OSHA, HIPPA training/certifications.
Knowledge of all related medical testing and surgical procedures.
Knowledge of clinical lab functions.
Knowledge of patient charting and recordkeeping processes.
Excellent Customer Service.
Excellent oral and written communication abilities.
Attention to detail.
Able to multi-task.
Well organized.
Frequent sitting, standing, walking, grasping, carrying, and speaking.
Occasional reaching, bending, and stooping.
Lifting, carrying, pushing, and pulling up to 30 pounds, with assistance if needed.
May need to lift or turn patients who are disabled, with assistance if needed.
Frequent use of computer, keyboard, copier, and phone.
Courtesy, tact, and diplomacy are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Nice To Haves

Other certifications as required.

Responsibilities

Manages a high volume of calls daily and responds in a timely manner.
Actively listens to patients, addresses patient concerns and questions, and documents accurately and appropriately.
Appropriately prioritizes calls and identifies which calls need to escalate to physicians or manager immediately.
Understands and acts within scope of practice of which one is licensed.
Interviews patients to gather information and assign triage priority.
Answers incoming calls.
Listens and asks questions to triage patient needs.
Assigns a triage priority based on the findings of the interview.
Communicates with physicians, nurses, and other members of the care team about patients' statuses.
Documents voicemail and returns calls within set timeframes.
Maintains a professional, friendly, and helpful relationship with all patients and co-workers.
Observes all Clinic policies and guidelines.
Answers telephones.
Schedules appointments, when appropriate.
Updates patient health information systems with notes.
Uses computer applications.
Performs other job-related duties as assigned.
Attends meetings as required.
Adheres to HIPAA guidelines/regulations/annual HIPAA training and other required training.
Stays up to date on advancements in emergency medicine and urgent care best practices.
Adheres to standards for infection control, sanitation and patient safety and confidentiality.
Works directly with a provider if staffing levels are not sufficient (as needed).