Triage Nurse - North Liberty Orthopedic Clinic - 7:00am-3:00pm

UIOWA•Iowa City, IA

19d•Onsite

About The Position

University of Iowa Health Care Department of Nursing is seeking a Triage Nurse for the North Liberty Hospital Orthopedic Clinic. The Staff Nurse provides support to patients, community members, referring entities, and business partners through telephone and electronic communication. Using the nursing process, clinical judgment, and established protocols supported by computerized decision-support systems, the nurse educates and guides callers about health concerns and symptoms. Advice may include seeking care at a hospital or clinic, observing symptoms at home, or following a treatment regimen. The position also contributes to nursing quality, unit operations, policy and protocol development, staffing solutions, strategic planning, computer applications, resource management, and cost containment. The nurse supports colleagues, participates in projects and committees, and maintains knowledge of standards of care, regulatory requirements, telehealth, ambulatory nursing practice, and University of Iowa Health Care services. The nurse communicates courteously and effectively with callers and internal and external customers, documents interactions, coordinates notifications and resources, develops and evaluates patient and family teaching, and helps orient and educate nursing staff. This is a 100% position scheduled Monday through Friday, 7:00 a.m. to 3:30 p.m., at the Medical Center in North Liberty.

Requirements

Associate’s Degree in Nursing, Diploma in Nursing, Baccalaureate Degree in Nursing, Professional Master’s of Nursing and Healthcare Practice (MNHP), MSN/Clinical Nurse Leader, or Master’s Degree in Nursing (MSN, MA).
Excellent written and verbal communication skills.
General computer skills, including adaptability in working with computer software programs.
Experience with hospital operations and/or ambulatory clinic operations.
Excellent interpersonal skills with patients and families, nursing staff, providers, and interdisciplinary team members through verbal and written interactions.
3–5 years of RN clinical nursing experience.
Ability to multitask while working with computer software and responding to patient calls simultaneously.

Nice To Haves

Baccalaureate Degree in Nursing or Master’s Degree in Nursing.
Experience with the Epic system.
If a Baccalaureate Degree in Nursing has not yet been obtained, active enrollment in a BSN program.
Previous experience with telephone triage.
Experience with high-volume public contact or customer service.
Comprehensive knowledge of University of Iowa Health Care clinical programs and services.
Experience handling a multi-phone-line system.
Previous experience working with electronic medical records.

Responsibilities

Provide nursing support and education to patients and other callers through telephone and electronic communication.
Use clinical judgment and established protocols to guide callers on appropriate care, including seeking care, observing symptoms at home, or following a treatment regimen.
Assume accountability for advice provided to callers and for services provided by self and staff under the nurse’s direction.
Evaluate the quality of nursing care provided by other staff members.
Participate in developing unit, division, department, and hospital policies, procedures, and protocols.
Contribute to staffing solutions, unit projects and committees, department-level decision-making, and ongoing strategic planning.
Participate in development and implementation of computer applications.
Provide recognition and support for colleagues and collaborate with unit nursing staff to develop and share best practices.
Represent the interests of the University and unit leadership in managing resources to meet service and productivity demands within unit goals and budgets.
Promote process and quality improvement and contribute to cost-containment strategies.
Maintain knowledge of standards of care, regulatory compliance, telehealth, ambulatory nursing practice, and University of Iowa Health Care services.
Use sound judgment, adapt to change, and apply Service Excellence principles to support positive patient and customer relations.
Build collaborative relationships and maintain age-appropriate communication skills for all age groups.
Respond to customer requests by assessing needs, prioritizing, offering alternatives, connecting callers to appropriate resources, or handling requests within the scope of the call center.
Document and record information according to departmental procedures.
Monitor calls to ensure appropriate people are notified, information is communicated, and resources are arranged.
Remain calm and constructive in conflict situations and offer constructive feedback and solutions.
Develop and implement patient and family teaching plans based on identified educational needs and the patient's condition and age.
Evaluate and document the effectiveness of patient and family teaching through follow-up telephone calls.
Participate in orientation of new nursing staff and ongoing nursing personnel education as directed by the Nurse Manager or designee.
Pursue continuous learning and skill enhancement.