Triage Nurse

ZUFALL HEALTH CENTER INC•Dover, NJ

5d•$76,000 - $84,000

About The Position

The Telephone Triage Nurse manages and responds to time-sensitive, symptom-based calls received by Zufall Health Center. The role focuses on telephone nursing assessment, prioritization, and referral to the appropriate level of care, while supporting the health center’s mission and vision. The nurse gathers and evaluates information about callers’ health care needs, determines the nature and urgency of concerns, and identifies an appropriate disposition, such as scheduling an appointment or directing the patient to immediate care. The nurse documents telephone encounters in eCW, communicates medical information in language callers can understand, and consults with medical staff as needed. The position also requires maintaining patient confidentiality, providing professional customer service, and communicating fluently in English and Spanish. The nurse may assume the Director of Nursing’s duties when assigned in that person’s absence.

Requirements

Bachelor’s degree in Nursing.
At least two years of clinical experience in an ambulatory care setting or equivalent experience.
Knowledge of computer software such as Microsoft Word and electronic medical records.
Critical-thinking ability, competency, and sound judgment.
Strong communication and excellent customer service skills.
Ability to work with very little supervision.
Ability to adapt quickly to unanticipated workflow or work-process changes and frequent changes in insurance rules and coverage.
Ability to understand, carry out, and remember verbal and written instructions.
Fluent English and Spanish communication skills for performing the duties of the position.

Nice To Haves

Knowledge of QA/PI processes and models.
Knowledge of accreditation procedures such as PCMH or The Joint Commission.
Bilingual English and Spanish is strongly encouraged.

Responsibilities

Adhere to departmental policies and procedures and conduct work professionally and ethically.
Work independently with little or no supervision, using available resources to resolve problems as appropriate.
Complete assignments efficiently and on time while maintaining confidentiality and HIPAA compliance.
Collaborate with team members to support optimal care and service outcomes; use departmental resources appropriately.
Communicate professionally and constructively, identify and resolve work-related issues, and keep the manager or supervisor informed.
Perform additional duties assigned by the supervisor, including assuming the Director of Nursing’s duties in that person’s absence.
Answer time-sensitive patient or authorized caller inquiries and assess the nature and urgency of health care needs.
Gather and process information, identify and verify problems, plan next steps, make disposition decisions, and close calls with documentation in a telephone encounter.
Distinguish high- and low-acuity calls and consider complexity, contextual factors, transportation, distance from care, and patient preferences.
Translate patient data into relevant medical information and document telephone encounters in eCW, including appointments, advice-only calls, and calls from non-patients or anonymous callers.
Greet patients and visitors promptly and helpfully by telephone and, as necessary, in person.
Explain medical information in understandable language; assess health literacy and language needs, use available tools and resources, and confirm callers understand and intend to follow the plan.
Communicate and consult with medical staff about patient conditions when necessary.
Maintain patient confidentiality in accordance with HIPAA, applicable regulations, and health center policies.
Respond to patient and public inquiries about regulations and services, referring them to the appropriate person or department when needed.
Read, write, speak, understand, and communicate fluently in English and Spanish to perform the position’s duties.