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

Advocate Health • Milwaukee, WI

1d • $36 - $53 • Remote

About The Position

The Triage Registered Nurse provides telephonic nursing care using the nursing process and established protocols. The nurse assesses patient needs, determines the appropriate level of care, provides education, establishes a plan of care, and communicates follow-up instructions. The nurse includes a guardian or family member when appropriate and escalates questions to on-call providers as needed. The role prioritizes interactions by acuity, uses evidence-based practice, and applies age-appropriate knowledge to assess patients and provide advice or disposition according to department policies and protocols.

The nurse coordinates patient care with clinicians and other healthcare team members, including scheduling appointments in accordance with protocol recommendations and coordinating procedures and medication refills. The role documents call encounters in the patient's electronic medical record and maintains accurate clinical records in accordance with agency, state, and federal guidelines. The nurse communicates pertinent information about patients' physical and psychological status and their responses to care plans to physicians, advanced practice clinicians, and other interdisciplinary team members.

This is a full-time, 100% remote position with 8- or 10-hour shifts. Day start times are 8 a.m.–10 a.m. Central Time, and afternoon start times are noon–2 p.m. Central Time or later. The employee must be available to work every fourth weekend and participate in holiday rotations. Remote work is not permitted from California, Colorado, Connecticut, Hawaii, Massachusetts, Maryland, Minnesota, New Jersey, New York, Oregon, Rhode Island, Vermont, or Washington. The position requires a stable, secure internet connection and a quiet space for phone calls.

The nurse supports shared governance, quality and process improvement, patient safety initiatives, professional development, and department education. The role also participates in team meetings and assigned projects, contributes to health information resources and operational efficiencies, and assists with interpreting department policies and advising staff about procedural changes.

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 within the last 4 years is required for consideration. 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 questioning, active listening, and diplomacy.
• Ability to develop rapport and maintain positive, professional relationships with patients, staff, and physicians.
• Ability to organize and prioritize work independently, manage multiple priorities, and maintain a flexible schedule in a fast-paced environment.
• Strong 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.

Nice To Haves

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

Responsibilities

• Assess patient needs telephonically using the nursing process and established protocols, involving guardians or family members when appropriate.
• Determine the appropriate level of care, provide patient education, establish a plan of care, and communicate follow-up instructions.
• Escalate and collaborate with on-call providers when additional guidance is needed.
• Prioritize patient interactions by acuity and need, using available information and resources and applying evidence-based practice.
• Implement strategies to reduce risk and improve patient 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 activities, required meetings and educational programs, and annual competencies.
• Communicate effectively, resolve conflicts, 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 as an effective member of the patient care team.
• Apply age-specific growth and development knowledge to assess patients and provide advice or disposition according to department policies, procedures, and protocols.
• Schedule appointments in accordance with the recommended endpoint of the protocol used.
• Coordinate medical and nursing management, including procedures and medication refills, with other healthcare team members.
• Maintain and update clinical records accurately and document call encounters in the patient's electronic medical record at the time of the call.
• Communicate relevant patient status and responses to care plans to physicians, advanced practice clinicians, and other interdisciplinary team members.
• Participate in team meetings and assigned special projects or tasks.
• Contribute to the development of health information resources, system and operational efficiencies, and department resources.
• Assist in interpreting department policies and procedures and advise staff on procedural changes.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits.
• Flexible Spending Accounts for eligible healthcare and dependent-care expenses.
• Adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Competitive compensation, premium pay for eligible shifts or on-call work, incentive pay for select positions, and the opportunity for annual performance-based increases.
• Career development and well-being programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree