Triage Nurse-Elder Service Plan

Harbor Health ESP•Brockton, MA

66d•Hybrid

About The Position

Harbor Health operates two Elder Service Plan Programs of All-Inclusive Care for the Elderly, a program that allows frail elders to live in their homes and communities. Our Elder Service Plan has two medical and day centers in Mattapan and Brockton, MA and cares for more than 580 participants. We are currently seeking a talented Triage Nurse RN to join our team. Harbor Health offers an excellent, comprehensive benefits package including Health, Dental, Vision, Life, & Disability insurance, 403b Savings Plan, Generous Paid Time Off plus 11 additional Holidays and much more! Role: The Elder Service Plan (ESP) Triage Nurse uses their training, skill and resourcefulness to independently provide phone care to patients, caregivers and residential facilities access to timely clinical support. As a Registered Nurse (RN), this position reports to the Site Director and is an integral part of the Inter-disciplinary Care team (IDT). The Triage Nurse utilizes organizationally approved telephone nursing guidelines and protocols, obtains input from providers and other members of the Interdisciplinary Team (IDT), and documents interactions systematically. The functions of this position include triage to the most appropriate level of care, providing advice and self-care intervention, identifying resources, consulting and referring, and performing nurse follow-up activities. In addition to playing an important clinical role, the Triage Nurse plays a key part in the satisfaction of ESP patients by assuring each call is handled in a professional and caring manner. This position is hybrid with some on site requirement as needed and can be based out of Mattapan or Brockton location.

Requirements

Successful completion of a Nursing program, BSN preferred
Current Registered Nurse licensure in the State of Massachusetts, current Basic Life Support Certification required
Minimum of three years of recent clinical experience in a physician office, home health, critical care and/or emergency room
Superb phone presence
Familiarity/experience with patient interactions on the telephone
Ability to develop phone-based relationships with patients and staff alike
Strong communication and interpersonal skills
Must have strong computer competency (Office 365 including Word, Excel Outlook and Teams), typing skills, and be adaptable to clinical technologies (e.g., Electronic Medical Records, secure texting applications, Doximity)
Must have access to reliable internet
Must be able to work efficiently from a remote location

Responsibilities

Accepts telephone calls from patients, families, nursing homes or Assisted Living Facilities, regarding ESP patients with varying levels of acuity and types of medical concerns.
If call warrants triage, the caller's stated symptoms assess to determine the appropriate level of care required to safely meet the patient's medical needs, using the nursing process and approved guidelines in order to assist in obtaining the appropriate level of care and/or self-care advice.
Promotes clear and coherent verbal communication following an appropriate line of questioning.
Utilizes electronic medical record to access patient records remotely and to review a database of possible conditions, relatable signs and symptoms, and evidence-based treatments.
Utilizes all resources and guidelines at his/her disposal to effectively assess, prioritize, advise, schedule provider appointments, or refer calls when necessary to the appropriate personnel.
Determines the necessary follow-up for medical diagnoses and symptoms over the phone.
Provides clear patient information, thorough patient education, and recommendations for the next steps to take.
Evaluates the significance of the patient's concern over the phone, determine if emergency care is needed, if a medical appointment should be made, or if the concern should be reported to the appropriate provider.
Creates a nursing care plan with appropriate follow-up steps
Triages and/or responds to all patient portal messages.
Reviews outside diagnostic and specialty records and identifies those needing escalation to the provider.
Cross covers in clinical and outreach functions as needed.
Appropriately uses phone system technologies to receive and rout calls.
Participates in after-hours call rotation, minimally 14 days per year, including any holidays/observed holidays which fall within the assigned after-hours call period; adheres to Nursing on Call Policies and Procedures regarding availability, response time, documentation, and communication.