Triage Registered Nurse (RN) - Patient Access and Care Team (PACT) (Remote)

Advocate Health•Oak Brook, IL

5d•$36 - $53•Remote

About The Position

The Triage Registered Nurse provides telephonic patient assessment and care guidance using the nursing process and established protocols. The nurse determines the appropriate level of care, provides education, establishes a plan of care, communicates follow-up instructions, and escalates questions to on-call providers when needed. The role prioritizes interactions by acuity, applies evidence-based practice, supports patient safety and learning, and collaborates with clinicians and other healthcare team members to coordinate patient-centered care. The nurse schedules appointments in alignment with protocol recommendations; coordinates medical and nursing management, including procedures and medication refills; and accurately documents call encounters in the patient’s electronic medical record. The position also contributes to quality and process improvement, shared governance, professional development, team meetings, special projects, and the development of health information resources and operational efficiencies. This is a part-time remote position with 30- or 32-hour schedules, generally arranged as 8- or 10-hour shifts. Day hours are available, with morning start times of 8 a.m., 9 a.m., or 10 a.m. and afternoon start times of noon, 1 p.m., 2 p.m., or later. The nurse must work every fourth weekend and participate in a holiday rotation. Remote work is not permitted from California, Colorado, Connecticut, Hawaii, Massachusetts, Maryland, Minnesota, New Jersey, New York, Oregon, Rhode Island, Vermont, or Washington. The role requires a stable, secure internet connection and a quiet space for calls. Work involves sitting for most of the day and operating necessary equipment; the employee must have functional vision, touch, speech, and hearing and be able to lift 15 pounds. Advocate Health offers compensation and a benefits and well-being program, with eligibility for particular programs dependent on FTE or employment status.

Requirements

Current Registered Nurse license issued by the state in which the team member practices.
Associate’s degree in Nursing, or equivalent knowledge.
At least 2 years of acute care experience; experience must be within the last 4 years to be considered. Emergency Department, Urgent Care, some ICU, and Med/Surg experience will be considered.
Critical-thinking, sound judgment, and problem-solving skills to independently determine and prioritize patient needs.
Knowledge of healthcare specialties, levels of care, symptom identification, treatment recommendations, and use of established protocols.
Excellent verbal communication skills, including empathy, respect, restatement, open-ended questions, active listening, and diplomacy with diverse customers.
Ability to develop rapport and maintain positive, professional relationships with patients, staff, and physicians.
Ability to independently organize and prioritize work, manage multiple priorities, and maintain a flexible schedule in a fast-paced customer-service environment.
Excellent customer-service and follow-up skills, including the ability to remain calm in stressful situations.
Proficiency with computers, the internet, desktop software, and multiple-line telephone systems.
Ability to speak with patients while researching and documenting calls across multiple systems.
Knowledge of documentation techniques for communication.
Stable and secure internet connection and a quiet space for making and receiving phone calls.
Functional vision, touch, speech, and hearing; ability to sit for most of the workday and lift 15 pounds.
Availability to work every fourth weekend and participate in a holiday rotation.

Nice To Haves

At least 2 years of Emergency Department and/or Urgent Care experience is highly preferred.

Responsibilities

Assess patients telephonically using the nursing process and established protocols, involving guardians or family when appropriate.
Determine the appropriate level of care, provide patient education, establish a plan of care, and communicate follow-up instructions.
Escalate concerns and collaborate with on-call providers when additional guidance is needed.
Prioritize patient interactions according to acuity and need, using available information and resources and applying evidence-based practice.
Implement strategies to reduce patient risk and improve safety; assess patient and family readiness to learn and tailor education accordingly.
Support shared governance and participate in quality and process improvement initiatives.
Participate in professional development, required meetings and educational programs, and annual competencies; seek opportunities for coaching and mentoring.
Communicate effectively, resolve conflict, and collaborate with clinicians and healthcare team members to coordinate patient-centered care.
Identify and address threats to patient safety, report safety events and near misses, and assist with corrective actions.
Apply ethical decision-making and contribute to an integrated, unbiased, individualized approach to care.
Provide care advice and disposition appropriate to patients’ age-specific needs and the department’s policies, procedures, and protocols.
Schedule appointments in accordance with the recommended endpoint of the protocol used.
Coordinate medical and nursing management of patient care, including procedures and medication refills.
Maintain accurate clinical records and document call encounters in the patient’s electronic medical record at the time of the call.
Communicate pertinent information about patients’ physical and psychological status to physicians, advanced practice clinicians, and other interdisciplinary team members as appropriate.
Provide concise reports describing patient responses to medical and nursing plans of care.
Participate in team meetings and assigned special projects or tasks.
Contribute to health information resources, system and operational efficiencies, and department resources.
Assist with interpreting department policies and procedures and advise staff about procedural changes.