Job Description

Job Location: Grand Island, NE 68803
Position Type: Full TimeJoin one of the most respected healthcare teams in Central Nebraska! Grand Island Clinic is currently hiring a Phone Triage Nurse to support our growing team. This position offers the opportunity to work in a fast-paced, team-oriented environment where your skills and contributions truly matter. Grand Island Clinic offers an exceptional workplace culture, outstanding benefits, and leadership that genuinely invests in employee success. If you are a clinical professional who enjoys helping patients, solving problems, and being part of a supportive team, this is the opportunity for you.
Job

Summary:
The Phone Triage Specialist at Grand Island Clinic supports the clinical team by serving as the primary point of contact for patients calling with medical questions, concerns, and care needs. This role assesses patient symptoms using established clinical protocols, provides appropriate guidance, facilitates timely communication between patients and providers, and ensures accurate documentation. This position plays a critical role in promoting patient safety, efficient clinic operations, and high-quality patient care.

Supervisory Responsibilities:
None.
Essential Job Functions:
- Patient Call Management: Answer incoming patient calls promptly, assess patient concerns, and determine urgency using established triage protocols.
- Clinical Assessment: Obtain and document detailed patient information including symptoms, duration, severity, and relevant medical history to assist providers in clinical decision-making.
- Care Coordination: Communicate patient concerns to providers, relay provider instructions to patients, and coordinate appointments, follow-ups, or referrals as needed.
- Patient Guidance: Provide patients with appropriate clinical advice, education, and instructions within scope and according to approved protocols.
- Documentation: Accurately document all patient interactions, assessments, and instructions in the electronic medical record (EMR) in a timely manner.
- Medication and Refill Requests: Process prescription refill requests according to clinic policies and provider direction.
- Emergency Identification: Recognize urgent or emergent situations and direct patients to appropriate care settings, including emergency services when necessary.
- Administrative Support: Assist with managing provider inboxes, patient messages, and other communication workflows.
- Additional duties as assigned.

QualificationsRequired Skills/Abilities:
- Clinical Knowledge: Understanding of basic medical terminology, common conditions, and symptom assessment.
- Communication: Excellent verbal and written communication skills, with the ability to remain calm, professional, and compassionate when interacting with patients.
- Critical Thinking: Ability to assess patient needs, prioritize appropriately, and make sound decisions using established protocols.
- Technical Skills: Proficiency in using EMR systems, phone systems, and standard office software.
- Organizational Skills: Strong ability to multitask, manage high call volumes, and maintain accuracy in a fast-paced environment.
- Attention to Detail: Ability to accurately document patient information and follow clinical and operational procedures.
- Team Collaboration: Ability to work collaboratively with providers, nursing staff, and administrative personnel.
Education and Experience Requirements:
- A high school diploma or equivalent is required.
- Medical Assistant certification, LPN license, or RN license is required.
- Minimum of 1-2 years of experience in a healthcare or clinical setting is preferred.
- Basic Life Support (BLS) certification is required or must be obtained within 60 days of hire.
- Prior phone triage experience is preferred.
Physical Demands:
- Must be able to sit for extended periods while performing phone and computer work.
- Requires frequent use of hands and fingers for typing and phone operation.
- Must be able to communicate clearly via telephone.
- Occasional standing, walking, and movement throughout the clinic may be required.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Grand Island Clinic is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.