Triage Nurse

Zufall Health Center•Dover, NJ

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 assessing and prioritizing patient needs, then referring callers to the appropriate level of care. The nurse supports the health center’s mission and vision and works independently while collaborating with team members and consulting medical staff as needed. The nurse gathers and processes information about patients’ symptoms, urgency, complexity, and circumstances; determines an appropriate disposition such as scheduling an appointment or directing the patient to immediate care; and documents calls in eCW as Telephone Triage Telephone Encounters. The nurse communicates medical information in language callers can understand, checks their understanding and intent to follow the plan, and maintains confidentiality and HIPAA compliance. The position also responds to inquiries from patients and the public, provides professional and helpful service by telephone and in person as needed, and may assume the Director of Nursing’s duties in that person’s absence when assigned.

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 programs such as Microsoft Word and electronic medical records.
Critical-thinking ability, competency, and sound judgment.
Strong communication skills 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 to perform the position’s duties.

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 skills are strongly encouraged.

Responsibilities

Consistently follow departmental policies and procedures and perform duties professionally and ethically.
Work independently with little or no supervision, using available resources to resolve problems when appropriate.
Complete assignments efficiently and on time while maintaining confidentiality and HIPAA compliance.
Collaborate with team members to support optimal care and service outcomes and use departmental resources appropriately.
Communicate professionally, verbally and in writing, and keep the manager or supervisor informed of work-related issues.
Assume the duties of the Director of Nursing when assigned during the Director’s absence.
Answer telephone calls and identify the nature and urgency of patients’ health care needs, then determine an appropriate disposition, including scheduling appointments or directing patients to immediate care.
Gather, verify, and process patient information, distinguishing relevant from irrelevant information and assessing acuity, complexity, and contextual factors such as distance from care, transportation, and patient preferences.
Document calls in eCW Telephone Triage Telephone Encounters, including appointments, advice-only calls, calls from people who are not patients of the practice, and anonymous callers.
Greet patients and visitors promptly and helpfully by telephone and in person as necessary.
Translate medical information into language callers can understand, assess health literacy and language needs, and use tools and resources as necessary.
Confirm callers understand and intend to comply with the care plan, and document this in the telephone encounter.
Communicate and consult with medical staff about patients’ conditions as necessary.
Maintain patient confidentiality in accordance with HIPAA, applicable regulations, and health center policies.
Answer patient and public inquiries about regulations and services, referring inquiries to the appropriate person or department when necessary.
Read, write, speak, understand, and communicate fluently in English and Spanish to perform the duties of the position.