Triage Nurse - North Liberty Orthopedic Clinic - 8:30am-5:00pm

University of Iowa•Iowa City, IA

15d•Onsite

About The Position

University of Iowa Health Care is seeking a Staff Nurse to support patients, community members, referring entities, and business partners through telephone and electronic communication at the North Liberty Hospital Orthopedic Clinic. The nurse uses the nursing process, clinical judgment, and computerized decision-support protocols to provide education and care to individual patients or defined populations. Triage guidance may include seeking care at a hospital or clinic, observing symptoms at home, or following a treatment regimen. The role also contributes to nursing care quality, unit operations, policy and protocol development, staffing solutions, projects, committees, strategic planning, and implementation of computer applications. The nurse supports colleagues, helps manage resources and costs, promotes process and quality improvement, 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 of all ages, assesses and prioritizes requests, provides appropriate guidance or referrals, documents information according to departmental procedures, and monitors calls to ensure notifications and resources are arranged. The role includes developing and evaluating patient and family teaching plans, participating in staff orientation and education, sharing best practices, and pursuing ongoing professional learning. This is a 100% position scheduled Monday through Friday, 8:30 a.m. to 5:00 p.m., at Medical Center North Liberty.

Requirements

Associate’s degree in Nursing, diploma in Nursing, bachelor’s degree in Nursing, Professional Master’s of Nursing and Healthcare Practice (MNHP), MSN/Clinical Nurse Leader, or master’s degree in Nursing (MSN, MA).
Current license to practice nursing.
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 using computer software and responding to patient calls simultaneously.

Nice To Haves

A bachelor’s or master’s degree in Nursing is highly desired.
Experience with the Epic system.
If a bachelor’s degree in Nursing has not yet been obtained, active enrollment in a BSN program is desirable.
Previous telephone triage experience.
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 telephone and electronic nursing support, education, and triage guidance using clinical judgment and established computerized decision-support protocols.
Accept accountability for advice provided to callers and for services provided by staff members 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 and participate in unit projects and committees, department-level decision-making, and ongoing strategic planning.
Participate in developing and implementing computer applications.
Recognize and support colleagues and collaborate with unit nursing staff to develop and share best practices.
Use resources responsibly to meet service and productivity demands within unit goals and budgets; support cost containment and continual process and quality improvement.
Maintain knowledge of standards of care, regulatory requirements, telehealth, ambulatory nursing practice, and University of Iowa Health Care services.
Gather factual information and make sound judgments; adapt to change and apply Service Excellence principles to patient and customer relations.
Build collaborative relationships and communicate courteously and effectively with callers of all ages, regardless of the caller’s manner.
Respond to internal and external customer requests by assessing needs, prioritizing requests, offering alternatives, making appropriate connections, or handling requests within the call center’s scope.
Offer constructive feedback and solutions to problems.
Document and record information according to departmental procedures; monitor calls to ensure appropriate notifications, communication, and resource arrangements.
Remain calm and constructive in conflict situations.
Develop and implement patient and family teaching plans based on identified education needs and the patient’s condition and age; evaluate and document the effectiveness of teaching through follow-up calls.
Participate in orientation of new nursing staff and ongoing education of nursing personnel as directed.
Maintain competency in age-appropriate communication and pursue continuous learning and skill enhancement.