CALL CENTER TRIAGE RN

Description

Summary:

Working under the direction of the Administrative Nurse Manager, the Call Center Triage RN for the Institute for Family Health Call Center utilizes knowledge of the nursing process to assist callers in informed decision making regarding health care needs. The Call Center Triage RN uses data gathering techniques, listening skills, and problem solving. The Registered Nurse (RN) is for a Call Center. This is not remote or a patient-facing position.

Description:

• Triaging of patients: accurately assess medical needs of callers in order to recommend the proper level of care
• Work with primary care physician and other staff members to provide optimal patient care
• Assists Call Center staff with clinical questions, as needed
• Schedule appointments for patients
• Submit refill requests to providers
• Request prior authorizations from insurance companies
• Outreach patients to obtain clinical information related to patient requests
• Outreach pharmacies to ensure pharmaceutical safety
• Accurately document encounters with the patient in the patient’s electronic health record
• Process medication refills
• Coordination of care – i.e. receiving and reporting results
• Complete Prior Authorizations
• Other duties as assigned
• Ability to screen patients by phone for symptoms, existing health problems and relevant medical history, discern the urgency of patients’ clinical needs, accurately assess patients and recommend the proper level of care
• Ability to make critical independent decisions related to the clinical information received from patients during triage and how to prioritize appropriately
• Demonstrated knowledge of medications/treatments/nursing procedures and medical procedures.
• Knowledge and skills necessary to provide care appropriate to the age of the patients served across the life span
• Strong customer service and telephone communication skills including active listening, empathy, respect, restatement, and use of open-ended questions
• Ability to multi-task while maintaining poise and professionalism
• Excellent communication and organizational skills
• Ability to document electronic health records thoroughly and appropriately

Qualifications

Qualifications:

• Knowledge, skills, and abilities required to perform this job are typically acquired through a minimum of one-two years of progressively responsible experience in nursing including assessing patients.
• Demonstrated knowledge of medications.
• Must be proficient in using computer applications and using the internet.
• Must be able to multi-task successfully.
• Excellent communication and organizational skills.
• Telephone communication skills with empathy, respect, restatement, using open-ended questions.
• Must have the ability to make critical independent decisions and prioritize appropriately.
• AAS/BS in Nursing Bachelor’s Degree Preferred
• Minimum of two years nursing experience
• Demonstrated experience with telephone triage
• Current New York State Registered Professional Nursing license
• Current BCLS
• Current Infection Control Certificate

Equal Employment Opportunity/Affirmative Action:

The Institute for Family Health is an Equal Employment Opportunity Employer. This job summary is intended to be brief and may not list all the duties and functions required, however, it does highlight the essential requirements. Nothing outlined in this job summary is to be construed as an express or implied contract of employment.

Please visit www.Institute.org for more information.