Triage Nurse (Remote, Contact Center) - Talent Pool

Hummingbird Healthcare

79d • $30 - $35

About The Position

Join Our Triage Nurse Talent Pool At Hummingbird, we’re always growing! And that means we’re always on the lookout for caring, detail-oriented professionals who are passionate about improving healthcare access. By joining our Triage Nurse Talent Pool, you’ll be among the first to be considered when new opportunities open. We often receive a lot of interest in these roles, so it may take a little time to hear back. We promise to keep you updated, usually within a couple of weeks. Our recruiters may reach out to invite you to complete an assessment and have an initial screening call so we can get to know you and help ensure a smooth, fast recruitment process when the time comes. As a Triage Nurse at Hummingbird, you’ll provide high-quality, efficient, and compassionate care to patients via telephone triage. The Triage Nurse is a customer-service focused nursing professional with an expectation for managing high volume health-care calls (inbound and outbound) within a remote centralized contact center setting. This includes assessing patient needs, offering clinical advice, and ensuring appropriate follow-up care that follows client-specific clinical guidelines, policies, and processes. In this role, you will handle calls autonomously and work under moderate supervision as you continue to build proficiency, handling increasingly complex tasks and making valuable contributions to team objectives and outcomes.

Requirements

• 2+ years of clinical nursing experience, preferably in an emergency, telephonic triage, or critical care setting.
• Current, unrestricted RN license in the state of North Carolina.
• Strong clinical assessment and decision-making skills via telephone.
• Strong customer service skills including the ability to handle challenging situations with patience and professionalism.
• Basic computer literacy and troubleshooting skills.
• Ability to type 50 WPM with accuracy.
• Strong communication skills, both written and verbal.
• Ability to adhere to established clinical protocols and guidelines.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Ability to work collaboratively in a team setting.
• Comfortable working in a remote work environment.

Nice To Haves

• Current Compact State Nursing License or eligibility for licensure in a compact state.
• Previous telephone triage or contact center experience is highly desirable.
• Familiarity with contact center software and technology.
• Prior experience using Epic’s electronic health records (EHR) software.

Responsibilities

• Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics.
• Verify and document patient information, adhering to HIPAA regulations.
• Using Epic’s Nurse Triage module, perform clinical assessments and provide appropriate medical advice following client-specific clinical guidelines, policies, and processes.
• Assess the urgency of patient symptoms and guide patients to the appropriate level of care.
• Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources.
• Document patient interactions accurately in the electronic health record (EHR) system.
• Escalate complex inquiries to senior agents or supervisors as necessary.
• Actively participate in training sessions focused on the use of technology in a call center environment and ongoing medical education.
• Apply clinical knowledge and judgment to prioritize and address patient care needs, following client-specific clinical guidelines, policies, and processes.
• Identify and address potential health risks and escalate cases to appropriate providers when necessary.
• Coordinate with team members and clinic teams to ensure accurate and efficient scheduling, patient communication, and comprehensive care.
• Address and resolve customer service issues promptly and professionally, ensuring patient satisfaction while maintaining patient confidentiality and adhering to HIPAA regulations.
• Communicate effectively with supervisors and lead Triage Nurses, following established protocols and guidelines.
• Maintain high standards of service quality by following best practices, actively participating in training, and continuously seeking improvement.
• Actively support team initiatives, contributing to a culture of trust and transparency.
• Complete ongoing training to maintain competency in existing and changing workflows.
• Contribute knowledge and insights that help achieve team goals.
• Collaborate with non-clinical and clinical colleagues to enhance overall performance and understanding of appropriate situations for nurse triage.
• Offer practical suggestions to enhance patient access services.
• Embrace continuous learning and professional development opportunities.

Benefits

• Eligible at 30+ hours per week

What This Job Offers

• Number of Employees: 101-250 employees