Job Description

The RN Phone Triage responds to inquiries from the general public, medical providers, patients & families, community partners and stakeholders. Timely and accurate information collection, appropriate care advice and dispositioning are essential.

Responsibilities

• Provide timely and appropriate triage of phone calls including care advice and recommendations per protocols
• Perform detailed evaluation of patient symptoms and provide appropriate medical advice on treating symptoms and/or recommendations for escalating treatment via telephone using protocols
• Complete all required paperwork and documents care rendered in all appropriate locations that is clear and concise for providers.
• Book same day appointments into practice specific schedules per protocols
• Follow established procedures and protocols, and completes accurate and efficient documentation for each telephone triage encounter using appropriate internal and external resources.
• Become well versed in all policies, procedures, and guidance that New London Hospital has put forth
• Participate in routine meetings to keep up to date on any changes in policy, procedure, or outbreaks
• Escalate any potential problems to the appropriate supervisor.
• Ability to maintain confidentiality standards when handling and processing records.
• Able to work in a fast-paced environment handling a varied number of calls per day
• Excellent phone etiquette, especially when speaking with difficult or abrasive individuals
• Calm and patient demeanor paired with attention to detail
• Excellent written and oral communication and customer service
• Ability to work across multiple teams
• Competent in using computers, telephones, electronic medical records (EMRs), Microsoft Suite (MS Word, Excel, Power Point), databases, and other office
• Other duties as assigned.

Qualifications

• Ability to maintain valid Registered Nurse license require
• Ability to effectively operate electronic health record software require
• Ability to utilize the nursing process in providing patient care required.
• Ability to effectively document patient information and the nursing process
• Ability to effectively operate a variety of Microsoft Office, Outlook DH applications required.
• Ability to demonstrate necessary competencies for specific jobs require
• Ability to participate in departmental QI activities
• Knowledge of departmental/organizational emergency preparedness procedures require
• Ability to effectively use the DH/NLH intranet to access the policies and procedures
• Ability to work in a fast paced, multi-tasking medical office
• Ability to consistently display professional, ethical, standards of care required.
• Knowledge of and ability to apply the principles of evidenced based nursing care required
• Prior triage experience preferred.
• Minimum of 3-5 years successful RN Practice with adult and pediatric populations required
• Primary care or emergency department triage background
• Candidates with experience in customer service within the health/medical industry
• Graduation from an accredited school of nursing required.
• Bachelor of Science in Nursing preferred.

Required Licensure/Certifications

REQUIRED LICENSE(S): • Licensed RN with NH eligibility REQUIRED CERTIFICATIONS: • (BLS) Basic Life Support within 30 days